Las Vegas, NV, USA - Full Time

Who is Geotab:

Imagine millions of vehicles driving across the globe 24/7. Next, imagine that you collected rich location, engine and vehicle behaviour data on each vehicle through a plug and play device. Our customers have the power to take this data and provide valuable insight toward their businesses because of the Geotab platform. Geotab is one of the leading telematics technology companies in the world and is focused on continuing our rapid expansion worldwide. For more information visit us at

Who we are looking for:

We are always looking for amazing talent who can contribute to our growth and deliver results! Geotab is actively seeking a Technical Support Manager who will oversee the support efforts for Geotab customers and resellers from our US office.  If you love improving the overall customer experience, love building strong teams focused technical support and providing timely solutions to internal and external customers, and you are keen to join a leading edge technology firm – we would love to hear from you!

What are the details of this position:

The Geotab Technical Support Manager is responsible for overseeing the Technical Support team, and entry-level Engineering Support, for Geotab customers and resellers across multiple contact channels. This includes people and process management, as well as ongoing responsibilities for financial and operational reporting, case escalation, and monitoring all customer and reseller correspondence for quality assurance. The Technical Support Manager ensures that the expectation of an impeccable customer experience is met for our internal and external customers, by working directly with the Product, Technical, and Engineering Support team leads to grow and develop their respective teams.  

To be successful in this role, you will be a self-starter with strong written and verbal communication skills, and have the ability to quickly understand complex, technical concepts. In addition, the successful candidate will have strong analytical and management skills with an ability to identify needs, develop effective solutions, and manage projects and processes through completion. The successful candidate will also be able to manage multiple timelines and contrasting priorities to ensure timely results.

Duties and Tasks/Essential Functions:

  • Manage Technical Support employees in compliance with Geotab policies and procedures.
  • Partner with the Engineering Support Manager on the review of the entry-level Engineering Support team members to ensure quality assurance and productivity standards are met.
  • Host weekly meetings for all assigned staff, and ensure that they hold corresponding meetings with their respective teams weekly.
  • Meet with each team lead on a monthly basis, at minimum, for formalized feedback, and meet with each team member on a quarterly basis for formalized feedback.
  • Create performance reviews delivered to team members, highlighting their KPAs.
  • Oversee the day to day contact center scheduling including workload planning, employee scheduling, time off requests, and timekeeping.
  • Review the Technical Support team’s productivity on a weekly basis.
  • Partner with the Engineering Support Manager and team leads on the delivery of feedback to the Engineering Support team.
  • Conduct weekly Live Chat, email, and CRM reviews to ensure quality of service is met and provide feedback directly to team members.
  • Perform weekly audit of the quality survey metrics to determine validity and ensure customer follow-up for any negative survey detractors have taken place.
  • Review monthly call monitoring sessions to ensure team members are meeting Geotab standards for customer care, troubleshooting, and call documentation, and work with team leads to provide feedback to the corresponding team members.  
  • Coordinate with the big data team to complete employee scorecards and ensure performance feedback and coaching is provided to Technical Support team members.
  • Create staff rewards and recognition efforts; and, to ensure ongoing team building occurs quarterly.
  • Work directly with all areas of the company for project deployments, project management, client communication, and carrier communication that impact the Tier 1 - Tier 3 support.
  • Implement feedback provided by support members during management review.
  • Perform and monitor updates in CRM tool daily and weekly to ensure accurate reporting of case management and service level metrics.
  • Research and implement changes to workflow rules to improve efficiency within the company’s CRM.
  • Ensure all weekly, monthly, and quarterly reporting is accurate. This includes, but is not limited to, weekly SLAs, monthly MDR (Monthly Department Review), Internal What’s New document, and monthly client reporting from the support team.
  • Manage special projects for the support teams as assigned including (but not limited to): Gathering requirements for systems changes/enhancements, improving processes for customer support and overall Technical Support team, developing models and workflows for new service offerings, Implementing business analytic services for Geotab clients.
  • Perform other duties as assigned based on Geotab business need.  MS Excel (2017-2018).
  • Prepare one blog post.

  • Experience/Skills Required:

  • Requires Bachelor's degree or equivalent work experience
  • 3-5 years prior management experience in a technical environment is required
  • Able to speak and present clearly and succinctly in a variety of communication settings and styles, with different target audiences from leadership
  • Intermediate in use of the internet and Google documents
  • Ability to use Intermediate functions of Word and Powerpoint and intermediate level in Google Sheets and Excel
  • Dedicated to meeting expectations/requirements of internal and external customers
  • Sets objectives and goals; breaks down work into process steps; develops schedules and task/people assignments
  • Advanced financial math skills are required as this position.
  • Ability to add, subtract, multiply and divide in all units of measurement, using whole numbers, common fractions, and decimals
  • Uses time effectively and effectively; values time; concentrates efforts on most important priorities; gets more done in less time than others; can attend to a broad range of activities
  • Passport / Global Entry Required (company sponsored)

  • What makes our staff passionate about Geotab?

    Table Tennis at the office! Bring your own bat!
    Great accommodation (height adjustable desks)
    Light breakfast served daily (cereals, bars and fresh fruit)
    Hot lunch or fresh sandwiches served every other Friday
    Geotab sponsored sports teams, dress up days, fun social events
    Full medical benefits & 4% 401k company matching retirement savings plan

    Our Core Values:

    Geotabbers innovate and seek creative ways to continuously improve. Collaboration and teamwork defines the way we work. We love being ahead of the curve, using leading technology, and being agile in every way we do business. We work hard, and we definitely  play hard. From the CEO - to the staff - there is an open-door policy for all of us to freely communicate. Geotabbers are dynamic, and enjoy working in a fast-paced work environment. We own our work and take responsibility in a true entrepreneurial spirit!

    Geotab provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Geotab complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Geotab expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Geotab's employees to perform their job duties may result in discipline up to and including discharge.