Technical Customer Support Team Lead

The Technical Support Team Lead is accountable for the day-to-day performance, discipline, and development of a Technical Support team. The role converts Support priorities into measurable execution by managing case flow, improving 24-hour resolution, reducing backlog and aging, maintaining service quality, and coaching team members to consistent performance. The Team Lead uses operational data to identify risks, remove blockers, and drive corrective action. The role supports escalations when leadership intervention is required, while keeping case ownership and routine resolution at the appropriate support tier.

Key Responsibilities.

1. Operational Performance and Case Flow.

- Own daily team performance across 24-hour resolution, backlog and aging, productivity, quality, customer satisfaction, and schedule adherence.
- Manage queue health and workload distribution throughout the day, taking timely action on unassigned, aging, high-impact, and at-risk cases.
- Use dashboards and case-level data to identify performance gaps, trends, and controllable drivers; convert findings into actions with a clear owner and due date.
- Ensure agents follow case ownership, documentation, customer communication, follow-up, and closure standards consistently.
- Adjust priorities and coverage in response to demand, incidents, absences, and service risks, escalating capacity constraints when local action is insufficient.

2. People Leadership and Accountability.

- Set clear expectations and translate team and individual scorecards into specific performance commitments.
- Conduct regular one-to-one coaching, performance reviews, and development conversations supported by operational and quality data.
- Recognize strong performance and address underperformance promptly through documented coaching and formal performance processes when required.
- Build team capability through targeted coaching, mentoring, skill development, and cross-training based on observed gaps and business priorities.
- Promote an inclusive, accountable, and change-ready team culture aligned with company policies and leadership expectations.

3. Quality, Escalations, and Customer Experience.

- Review service risks and escalations, confirm business impact and urgency, and ensure the appropriate owner, action, communication, and next update are defined.
- Coordinate with Tier 2, Tier 3, Product, Development, Field Services, Fulfillment, Customer Success, and other partners to remove dependencies and restore progress.
- Support priority, VIP, incident, pilot, and high-impact cases when leadership intervention is needed without becoming the default owner for routine case resolution.
- Use quality reviews and customer feedback to identify coaching needs, recurring defects, and opportunities to improve the support experience.

4. Knowledge and Continuous Improvement.

- Identify recurring demand, process friction, knowledge gaps, and avoidable contacts; recommend actions that improve resolution speed, quality, and cost to serve.
- Ensure team members use current knowledge and standard operating procedures, and contribute accurate updates when processes, products, or troubleshooting steps change.
- Partner with Training and Quality teams to close capability gaps and verify that coaching or learning actions improve performance.
Support the adoption of new tools, automation, AI-assisted workflows, channel changes, and global operating practices, measuring whether they deliver the intended outcome.

5. Communication and Business Partnership.

- Provide concise, evidence-based updates on performance, risks, root causes, decisions required, and recovery actions.
- Maintain effective handovers and collaboration across regions and shifts to provide consistent global support coverage.
- Represent the team in operational reviews and cross-functional forums, following through on commitments and escalating blockers at the appropriate level.

WHO YOU ARE (Qualifications)

- Proven experience in technical support, service operations, or a comparable customer-facing environment.
- Demonstrated experience leading, coaching, or coordinating others and holding people accountable for measurable results.
- Strong working knowledge of support operations, including case queues, service levels, backlog, aging, productivity, quality, and customer experience metrics.
- Ability to analyze data, identify root causes, prioritize competing demands, and convert findings into practical corrective actions.
- Strong written and verbal communication skills, including the ability to manage escalations and communicate clearly with technical and non-technical stakeholders.
- Experience using CRM, contact-center, reporting, and knowledge-management tools; Salesforce experience is preferred.
- Ability to lead through change, work across regions and functions, and operate effectively in a fast-paced global environment.
- Sound judgment, customer focus, personal accountability, and a consistent approach to performance management.
- Relevant post-secondary qualification or equivalent practical experience is preferred.

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 technology company powering the way the world moves. We empower businesses in the transport sector to adapt to a fast-changing landscape by uniting productivity, automation and multi-energy technologies.

Our smart, connected solutions serve roadside convenience retail stores, fleet operators, and auto repair technicians. From integrated payments and EV charging software to carwash technology and retail automation, we help customers stay productive and prepared for a rapidly evolving industry.

With decades of expertise and a balanced portfolio, Vontier enables businesses to navigate complexity, unlock growth, and build a cleaner, safer future. Driven by continuous improvement and the dedication of Team Vontier, we empower businesses to think bigger, act boldly, and thrive on the road ahead. Learn more 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 working together to navigate challenges and seize new opportunities. At Vontier, you are not on this journey alone, we are committed to equipping you with the tools and support you need to fuel your innovation, lead with impact, and thrive both personally and professionally.

Together, let’s power the way the world moves!