**What you will do** As the Associate Director, Global Technical Support at Teletrac Navman (TN), you will play a crucial role in enhancing the efficiency and effectiveness of the Technical Support organization. This role will have global responsibility for the T1, T2, T3 Technical projects team globally, and manage managers. This includes streamlining operations to rapidly resolve customer technical problems, ensuring critical cases are addressed within set timeframes, and leveraging advanced technologies like AI for problem\-solving and case deflection. The Global Technical Support Associate Director will also be instrumental in establishing vigorous operating consistency and feedback mechanisms and in driving initiatives to maintain high standards in customer support. This role will oversee the Global Technical Support team who is focused on making our customers successful by resolving technical issues and challenges, while maintaining a high\-quality service. In this role, you will be responsible for delivering 24x7, technical support experience to Teletrac Navman’s user\-base. This position requires a unique combination of technical support understanding in SaaS and subscription model of service. As the leader for Global Technical Support, you will grow, develop and motivate global managers and their teams. You will work across the TN solution set, working hand in hand with the broader Customer Success, Engineering, and Product Management teams. You will lead support teams organized by product specialty and focused on the fast resolution of technical issues. Your primary responsibilities include staffing, staffing adherence, establishing and achieving key operational metrics including budget attainment, establishing and managing action plans, developing policies and proc Key Responsibilities. * Evaluate and understand current customer support needs, while also anticipating future needs and building long\-term sustainable solutions. * Drive continuous improvement of the customer experience through team, process and support tool development. * Understand and build long\-term innovative global technology systems that enable enhanced customer. * Build strong cross\-functional and matrixed relationships and collaborate with Product, Sales, Product Development, Engineering, and others to ensure a positive customer experience. * Ensure team is performing in a way that maximizes business productivity, they meet response time service levels, reports are delivered as required by the business and files are received and sent according to business \- defined criteria. * Sponsor, implement and manage process and productivity improvement programs. * Manage and lead the Technical Support team to ensure first class delivery of phone / email support and overall customer support activities to the global customer base. * Oversee and ensure a deep understanding of the customer support teams performance against goals/ metrics and take appropriate action to ensure expected results are achieved. * Manage resources (including people) to ensure coverage, availability and capacity meets the demands of the Teletrac Navman customer base. * Remain aware of new product developments in the area of telematics / GPS technology providing input and tactical direction to the business on customer service and support challenges. Leadership. * Ensure team understand how their role contributes to the achievement of the Teletrac Navman business plans through the communication of ideas, thoughts, and information * Build and maintain a high\-performing team through the demonstration of effective leadership (e.g., open communication, trust, leading by example, motivating, etc.) * Create an environment that encourages open communication and trust in which people are motivated and achieve objectives. * Recognize sources of conflict, such as cultural or functional, and act to resolve them, balancing short\-term and long\-term benefits * Lead through Vontier Business System (VBS) * Hold regular meetings with the team to discuss the direction of the business, highlight any issues, talk through how productivity could be enhanced, debate ideas, etc. * Ensure the team is focused and positive; working well individually and as a team to solve problems, share information, and provide input and ideas on how operationally it could be more efficient. * Seek feedback from the team as to what they look for from you in terms of support, feedback, etc. * Address any areas of conflict as soon as they arise – talk to individuals concerned and attempt to resolve them in a low\-key and positive manner. Call upon additional support from P\&C as required. * Identify important information from the business environment, introduce this information into the organisation and ensure that it is considered. * Interpret the business strategy and weave these into the strategic conversations you have both inside and outside the business * Open to colleague feedback and ideas they may have on improving what is offered * Establish short\-term and mid\-term plans and optimise resources to ensure that team objectives are consistently met * Effectively use P\&C approaches and tools to select, develop, motivate, reward and retain your team * Reward and recognize employees who contribute to the achievement of Teletrac Navman business goals both formally and informally * Organise and conduct effective quarterly, mid\-year and yearly performance appraisals with team. * Drive individual career planning and succession planning within the team * Ensure the effective and robust use of Teletrac Navman recruitment processes and performance management processes when required * Provide effective coaching for the team to ensure they are continually growing and being conscious of other ways to achieve an outcome * Recognise and promote the value each team member brings to the team * Work with associates to isolate areas they feel they would benefit from more training and development and establish a plan to achieve with them. **Who you are** * 5\+ years of demonstrated experience of effectively leading medium sized customer / technical support teams. * Relevant bachelor’s degree preferred. * Must be bilingual\- English and Spanish. * Robust problem\-solving skills, with the ability to move strategy into action. * Collaborative working style with a focus on building relationships across teams and promoting customer service / delivery best practices throughout the company. * Outstanding customer service skills and a VoC focus. * Strong leadership, coaching, developing and managing performance experience. * Demonstrated ability to operate both strategically and tactically. * Ability to work within a fast\-paced, change embracing corporate culture. * Experience managing outsourced, 3rd party vendors preferred. * Must be able to travel up to 25%. **WHO IS TELETRAC NAVMAN** Teletrac Navman’s goal is to empower the industries that transform and sustain our futures with simple and intelligent solutions that enhance the efficiency, safety, and sustainability of their operation. As a connected mobility platform for industries that manage vehicle and equipment assets, Teletrac Navman simplifies the complex so that its customers can transform the way they work through cloud\-based solutions that leverage AI to unlock the power of operational insight. Teletrac Navman manages more than 700,000 vehicles and assets around the world. The company operates globally, with offices worldwide and headquarters in Northbrook IL. For more information visit teletracnavman.com. Teletrac Navman is a Vontier company. **WHO IS VONTIER** Vontier (NYSE: VNT) is a global industrial technology company uniting productivity, automation and multi\-energy technologies to meet the needs of a rapidly evolving, more connected mobility ecosystem. Leveraging leading market positions, decades of domain expertise and unparalleled portfolio breadth, Vontier enables the way the world moves – delivering smart, safe and sustainable solutions to our customers and the planet. Vontier has a culture of continuous improvement and innovation built upon the foundation of the Vontier Business System and embraced by colleagues worldwide. Additional information about Vontier is available on the Company’s website at www.vontier.com. **At Vontier, we empower you to steer your career in the direction of success with a dynamic, innovative, and inclusive environment.** Our commitment to personal growth, work\-life balance, and collaboration fuels a culture where your contributions drive meaningful change. We provide the roadmap for continuous learning, allowing creativity to flourish and ideas to accelerate into impactful solutions that contribute to a sustainable future. Join our community of passionate people who work together to navigate challenges and seize opportunities. At Vontier, you are not on this journey alone\-we are dedicated to equipping you with the tools and support needed to fuel your innovation, lead with impact, and thrive both personally and professionally. **Together, let’s enable the way the world moves!** **\#LI\-LS1 \#LI\-Hybrid**