Manager of Technical Support - ANZ

The Manager, ANZ Technical Support reports to and works closely with the Director of Global Technical Support to ensure that EROAD’s customers in New Zealand and Australia receive best-in-class technical support, their issues are resolved quickly, and that we gather and track relevant insights to enable us to focus on continuous improvements across our support organization.

What We're Looking For

This role has direct responsibility for transforming and growing our Technical Support function into a regional service model, with a goal of closer alignment of Tier 1 and 2 staff with both Tier 3 and Technical Account Management teams. It also has functional and technical oversight across all tiers of technical support to ensure consistency of service, increase of technical knowledge, and alignment of processes across all tiers, particularly those relating to compliance. The role will guide, coach, and mentor those around you to increase their skill levels.

Key Responsibilities

The Manager of ANZ Technical Support will continue to drive a true ‘customer success’ culture within the teams, driving adoption of new technology, best-in-class technical support for our customers, working hand in hand as needed with our sales teams. An innovative thinker who brings an agile approach to their work and can assist in building and maintaining a team that breathes success into EROAD’s future.

Customer and Operational

• Provide Technical Account Management support as required for some of our more complex products and hardware.
• Provide an inspirational service experience to customers and ensure the ease of dealing with EROAD is front of mind for all agents.
• Ensuring that agents are resolving cases and calls to the required quality and within the expected timeframes and ensuring that the query is resolved.
• Dealing with escalations across L1 / L2 and L2 / L3 from customers and Sales Representatives.
• Establish best practice in the support team to ensure operational excellence and continued improvement.
• Ensure that a balance between accuracy and efficiency is met at all stages.
• Imbedding Agile based methodology in our business unit.

People

Reporting and Process

Skills And Experience

Why You’ll Love Working At EROAD

EROAD is a true Kiwi success story in the tech sector! Publicly listed since 2012, we are represented on the NZX and ASX, and continue to grow rapidly across NZ, Australia, and the USA.

At EROAD, we value diversity and are a multicultural company with employees from all over the world. We are committed to investing in our people, demonstrated through our funded medical insurance plans, unlimited sick leave, recognition programs, EAP offerings, and more. EROAD fosters a sense of community and belonging through fun and collaborative workplace initiatives.

In our Albany office, we offer free on-site parking, are in close proximity to Albany bus station, and encourage flexible working.

Join EROAD and be part of an organisation in growth mode. Your skills and expertise will make a significant impact. We are going places, and we would love you to join us. We can't wait to hear from you!

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