Primary Role & Responsibilities:

• Support testing and release of new and existing products with sign-off responsibilities.
• Drive process for project management, on-boarding, deployment, installation training and technical support.
• Travel to customer sites as needed. Usually first few days of Pilot / Deployment.
• Develop and/or provide input to product, installation and support processes and documentation.
• Facilitate support from engineering and sales teams as needed.
• Develop and provide technical training and support to resale partners and TSPs.

Technical Responsibilities:

• Training of support and technical staff on hardware products and services.
• Management of customer escalations related to technical issues (Tier 2 and above).
• Assist in management of RMA processing.

Customer Service Responsibilities:

• Verification of bill of materials to ensure optimal solution for customer vehicle type.
• Project management for partner deployments, including systematic reporting of deployment status, issues and risk, risk mitigation to stakeholders.
• Installer training.

Sales Engineering Responsibilities:

• Provide ongoing training and support to sales staff regarding products and services
• Act as a reference to sales team for product/software related questions
• Support product proposal development
• Assist marketing team with generation of spec sheets and other marketing collateral.

***Vehicle & Installation Knowledge:

• Must have a strong well rounded vehicle installation background. This includes passenger cars up to yellow iron vehicles.

Experience & Qualifications:

• Minimum educational degree in computer science, electrical engineering, mechanical engineering, or equivalent experience.
• Minimum 5 years' work experience in technical role support mechanical and electrical system in consumer electronics, GPS tracking devices, cameras/CCTV, and/or security systems (or relevant field).
• Deep technical knowledge of fleet vehicle and process of installing telematics systems.
• Strong performance track record in pre/post technical sales, resulting in meeting or exceeding revenue and customer satisfaction targets.
• Proven capability to manage customer relationships while driving root cause and resolution of complex technical issues.
• Complex project management experience with demonstrated ability to manage multiple projects at the same time.
• Proven ability to work effectively and interact across all levels of internal and partner organizations, both internal and external, to define on-boarding plans, manage partners and drive the on-boarding and technical support process.