**What you will do**
Key Responsibilities.
1. Team Leadership and Development
- Lead, mentor, and manage a integral Tier 2 team, ensuring high performance, team morale, and professional growth.
- Provide guidance, training, and support to team members, helping them overcome technical challenges and improve skill sets.
- Conduct regular performance reviews, offering constructive feedback and implementing development plans.
2. Priority and Case Management
- Oversee the resolution of complex cases escalated from Tier 1 support and dealer channels, ensuring that each case is handled efficiently and effectively.
- Manage and prioritize pilot cases, escalations, and high-priority incidents, ensuring they are resolved within SLAs and OLAs.
- Ensure timely case closure by monitoring progress and providing necessary support to the team to resolve issues within defined timeframes.
- Use metrics and KPIs to monitor team success and customer satisfaction levels, ensuring that objectives are met.
- Provide regular performance reports to senior leadership, highlighting achievements, challenges, and areas of improvement.
3. Knowledge Base Management and NPI Product Release Support
- Maintain and continuously update a comprehensive knowledge base to support troubleshooting efforts and streamline case resolution.
- Manage collaboration with Tier 1, Tier 3, and product teams to capture and document known issues, solutions, and troubleshooting procedures.
- Ensure the team is prepared for new product introductions (NPI) and product releases by facilitating knowledge transfer and training sessions.
- Lead continuous improvement initiatives by leveraging feedback from the team and customers to improve the support process, knowledge management, and training programs.
**Who you are**
- Minimum of 3-5 years of experience in technical support or customer support, with at least 1-2 years in a Tier 1 or 2 leadership role.
- Proven experience managing and leading a diverse, global team.
- Experience managing complex escalations,



including cases related to NPI and product releases.
- Excellent leadership, mentoring, and team-building abilities.
- Proven experience in managing and leading a technical support team, ensuring high performance and customer satisfaction.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Excellent communication and interpersonal skills, both written and verbal.
- Solid understanding of SLAs, OLAs, and KPIs, with a focus on meeting and exceeding targets.
- Ability to work under pressure and meet deadlines while maintaining a high standard of customer satisfaction.
- Ability to work collaboratively with cross-functional teams.
**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 is a Vontier company.
**WHO IS VONTIER**
**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

📌 Tier 2 Global Team Lead (Monterrey)
🏢 Teletrac Navman
📍 Monterrey