Technical Support Specialist

Position Overview

The Technical Support Specialist plays a key role in ensuring the successful operation, installation, and ongoing support of Fleetpin’s GPS tracking devices and fleet management systems.

This role involves daily communication with customers and auto-electric GPS installers to resolve technical issues, as well as fieldwork for installations, diagnostics, and repairs when required. It also includes contributing to Fleetpin’s innovation culture by exploring new applications for GPS technology and improving existing processes.

Hours of Work

9:00 AM – 5:30 PM Monday to Friday. Additional hours may be required during critical installations, repairs, or customer emergencies.

Remuneration

• Annual salary
• Eligible for Fleetpin’s Employee Stock Ownership Plan (ESOP).

Place of Work

Primary location: Fleetpin Office, Christchurch, New Zealand. Fieldwork travel may be required to customer sites across New Zealand.

Key Responsibilities

Customer Support & Troubleshooting

• Respond promptly to customer queries via phone, email, or online chat.
• Provide technical assistance for GPS tracking devices, software, and system integrations.
• Troubleshoot hardware, software, and connectivity issues, escalating complex cases as needed.
• Log, track, and manage support tickets through Fleetpin’s CRM system.

Installer Support

• Coordinate with and support auto-electric GPS installers to ensure correct device installation.
• Provide remote guidance to troubleshoot accessory wiring, hardware configurations, and setups.
• Collaborate with installers to test GPS devices prior to handover to customers.

Field Work

• Perform on-site installations, diagnostics, and repairs of GPS tracking devices when required.
• Conduct quality audits of installed devices to ensure proper functionality.
• Provide on-site support for critical customer deployments or high-priority technical issues.

Innovation & Improvement

• Assist in the development and refinement of Fleetpin’s GPS device functionality and best practices.
• Explore and support the integration of new technologies, including CAN bus, Bluetooth sensors, and multi-device setups.
• Provide input for technical documentation, installer guides, and internal training materials.

Technical & System Integration

• Configure and test GPS devices for compatibility with mobile networks, APNs, and Fleetpin systems.
• Stay informed of industry developments to enhance technical knowledge and innovation efforts.

About You

Key Attributes

• Reliability & Punctuality: Consistently available and on time for support calls and field visits.
• Attention to Detail: Ensures technical accuracy in installations, configurations, and documentation.
• Consistency: Maintains high-quality support processes across all customer and installer interactions.
• Customer-Centric Mindset: Prioritises customer satisfaction in all support tasks and communications.
• Commitment to Continuous Improvement: Actively seeks ways to improve processes, performance, and service delivery.