**What you will do**
**Responsibilities and Duties**
ascertains who best can provide the information and routes the request to the proper department.
ascertains, who best can provide the information and routes the request to the proper department.
- Manage and resolve straightforward technical support requests (Tier 1) and problems which could include,
troubleshooting methods such as resolving login problems, uninstalling/reinstalling basic software
- Gather customer information and to determine a customer’s issue by analysing symptoms and figuring out
the underlying problem / root cause. Ensuring. The correct identification of what the customer is trying to
accomplish so that time is not wasted on attempting to solve a symptom instead of a problem. That enough information is gathered from the contact and is not limited to the following criteria: basic
information such as contact details, fleet detail, vehicle detail and full problem description.
- Ensuring that all relevant detail is recorded in the correct format, including but not limited to completing
the notes field in Teletrac Navman’s relevant platform, all relevant fields in SAP/CRM and notifying all
relevant persons affected by these changes.
- Where appropriate, contact customers via phone or the customer´s preferred method of contact to
ascertain data omitted during the initial contact.
- Where required, ensuring that the correct hardware Config is applied, and to report if any of the firmware
is out of date to the 2nd Tier support team.
- Where immediate resolution is not attainable, or at such a time it becomes apparent that a customer issue
is Tier 2, initiate the handover process, including (but not limited to) completing all relevant information in
support desk.




- Maintain customer records by continually updating customer detail in Teletrac Navman’s Platforms, always
ensuring accuracy.
- Avoid legal challenges by monitoring compliance with service agreements.
- May be required to assist with after hour technical support on a rotational basis throughout the year, but
not limited to this period as this would be dependent on the Operational requirements.
- Organise and conduct effective quarterly, mid-year and yearly performance appraisals with associates.
- Instigate more regular catch ups if required to look back over past work, how they coped/handled
requirements, what went well, what could be improved, to look ahead to see what needed to be done and
the desired level of support.
- Drive individual career planning and succession planning within the team
- Ensure the effective and robust use of Teletrac Navman recruitment processes to build the team as and
when required.
- Ensure the effective and robust use of Teletrac Navman 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.
- Obtain productivity improvements through the measurable development of individual associates (reflects
the investment).
**Who you are**
- Ability to work autonomously.
- Positive and enthusiastic approach and attitude
- Strong organizational and interpersonal skills
- High attention to detail and a strong ability to multitask.
- Willingness to take ownership, be held accountable and achieve a good outcome for all stakeholders.
- Able to work with a diverse array of people, challenging in a non-confrontational way and builds successful
working relationships.
- Strong written and verbal communication skills with the ability to communicate effectively at all levels
- Passionate customer service orientation with experience in managing multiple stakeholders.
- High level of motivation, drive, and enthusiasm.
- Ability to work shifts between 6am - 10pm
Preferable Skills & Experience
- Experience with GPS products and mobile devices advantageous.
- Passionate career aspiration, with the ability and drive to seek new opportunities and personal growth.
**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**
LI-LS1 #LI-Hybrid

📌 Service Desk Agent (Monterrey)
🏢 Teletrac Navman
📍 Monterrey