Field Services & Technical Support Manager

ABOUT THE POSITION

Meet the Smart Safety Company

At Safe Fleet our name says it all. We make fleet vehicles – and everyone in and around them – safer. Our fleet safety platform brings together best-in-class products, ground-breaking technology, and a 100-year history of fleet know-how and innovation to solve the world’s biggest fleet safety problems.

Our core value is safety. Without safety first, efficiency and productivity are not possible. This is true for our products, our culture, and our relationship with our community. Our vision is to reduce preventable deaths and injuries in and around fleet vehicles with a goal of ZERO accidents.

We are re-defining what safety means for fleets of every type – from school buses to waste collection trucks, firefighting to utility vehicles, police cruisers to delivery vans.

Whether you work in our Charlotte plant to build life-saving stop arms for school buses, or design advanced camera vision products in our Vancouver office, forge valves and high-quality nozzles to fight fires, or dream up new ways to protect fleet operators in our Corporate HQ in Kansas City, you’ll contribute to our goal to keep everyone safe.

We are a fast-growing manufacturing, service, and technology company with over 1700 employees in over 15 locations across Canada and the US. We’re looking for motivated self-starters with innovative thinking to join our team and help us achieve our growth and performance goals. Sound like you?

JOB SUMMARY

We are seeking a highly skilled Field Services & Technical Support Manager to lead both our field installation operations and our technical support function for telematics software and hardware solutions. This hybrid leadership role requires strong hands-on technical ability, a history of performing installations in the field, and the willingness to travel and work onsite as needed.

In this role, you will manage field technicians and technical support specialists, ensuring successful customer deployments, high-quality installations, and timely resolution of technical issues. You will also serve as a key liaison between customers, field teams, and internal departments to deliver exceptional service throughout the entire installation and support lifecycle.

RESPONSIBILITIES

Field Services Leadership

• Lead, recruit, train, and mentor field technicians; set clear expectations and foster a culture of safety, accountability, and high performance.
• Oversee and participate in installations, upgrades, diagnostics, and troubleshooting of telematics hardware across trucks, trailers, and fleet assets.
• Develop and maintain standard operating procedures for field installations, site readiness, safety requirements, and quality assurance.
• Ensure proper tools, equipment, and inventory are available and properly maintained for field work.
• Conduct onsite customer visits to oversee complex installations or address escalated field issues.

Technical Support Leadership

• Manage the day-to-day operations of the technical support team, ensuring timely and accurate resolution of customer issues.
• Serve as the primary escalation point for complex technical problems related to SaaS platforms, telematics devices, and integration workflows.
• Continuously improve support workflows, knowledge base documentation, and processes to streamline customer issue resolution.
• Monitor support KPIs, ticketing trends, and customer satisfaction to drive performance improvements.

Cross-Functional Collaboration

• Partner with Sales, Product, and Engineering teams to coordinate deployment plans, clarify technical requirements, and provide customer feedback.
• Support Sales during pre-sales and trial phases, including technical presentations, installation requirements, and solution guidance.
• Communicate field insights to Product and Engineering to influence feature development, hardware design, and usability improvements.

Customer Engagement & Quality Assurance

• Build strong customer relationships through proactive communication and high-touch support during installation and post-deployment stages.
• Ensure a seamless customer experience from installation through ongoing support.
• Provide urgent support as needed, including after-hours escalation response.

EDUCATION AND/OR EXPERIENCE

• Bachelor’s degree in Engineering, Computer Science, Information Systems, or relevant field preferred.
• 5+ years of experience in field service, installation, or technical support roles, including hands-on installation experience with hardware devices.
• Minimum of 2 years in a supervisory, lead, or management position overseeing technical or field teams.
• Proven experience installing, configuring, and troubleshooting telematics, IoT, fleet technology, or automotive electronics.
• Strong understanding of networking, mobile technology, GPS, sensors, ELDs, and vehicle communication protocols.
• Demonstrated ability to lead hybrid teams (field + support) and deliver outstanding customer experiences.
• Excellent problem‑solving, communication, and project coordination skills.
• Ability and willingness to travel up to 50% to customer sites as needed.
• Able to work independently in the field and handle onsite challenges with professionalism and efficiency.

At Safe Fleet, we do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Our core values of integrity, innovation, teamwork, customer focus, and safety guide our efforts to provide a workplace where all employees can thrive and reach their full potential.

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