Overview:
At Tracker, our culture is people focused; we believe our people are our greatest assets, and we are committed to being an employer of choice in our industry. Tracker offers an engaging and diverse work environment which permits our people to take pride in their contributions and share in the company’s success. We have a clear focus around the mental health of our people. They can expect the space to showcase their talent, sharpen their skills, develop new capabilities, and be a part of a collaborative, friendly team that delivers for each other and our customers.
Our purpose is to provide peace of mind by protecting what matters to our customers, whether these are individual end users of our services, SMEs, large corporates, dealer groups, or insurers.
We are the leading provider of Stolen Vehicle Recovery services in the UK, with strong additional capability in fleet and insurance telematics.
We have two genuinely unique selling points, the proprietary VHF technology we use and the formal relationship we have with UK policing, which clearly differentiate us from our competitors.
As part of the work that we do with UK policing we are making a genuine difference to society by helping to tackle organised criminality; in 2025 alone, we helped them close down over 60 chop shops, whilst supporting on multiple investigations.
Responsibilities:
Job Context:
Tracker is seeking an experienced Technical Operations Manager to join our market-leading Stolen Vehicle Recovery and Telematics business based in Uxbridge.
Tracker is a subsidiary of CalAmp, a global leader in Connected Vehicle and Internet of Things (IoT) technology.
In this role, you will lead the Technical Support and Field Services teams, ensuring the delivery of high-quality technical support, operational excellence, and outstanding customer service. Acting as the senior technical escalation point, you will provide leadership across stolen vehicle recovery, telematics systems, vehicle integration, and connected technologies, while working closely with Engineering, Product, Customer Services, managing OEMs, Dealer Groups and third-party installation partners from a technical standpoint.
You will drive continuous improvement across technical operations, installation quality, supplier performance, and service delivery, ensuring operational efficiency, product reliability, and an excellent customer experience.
We operate a hybrid work environment with office-based collaboration Tuesday through Thursday in Uxbridge, with the ability to work from home on Monday and Friday. We offer competitive parental leave and place strong emphasis on wellbeing and mental wealth.
Key Responsibilities:
Technical Support & Field Operations
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Lead and develop the Technical Support Team and Senior Field Technicians, ensuring high levels of technical service, operational performance, and customer satisfaction.
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Manage Technical Support operations, including telephone and case management, ensuring SLA compliance, timely resolution of customer and dealer enquiries, and achievement of key performance indicators.
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Act as the senior technical escalation point for complex customer, installer, and operational issues.
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Coach and develop team members while maintaining technical knowledge, support documentation, and troubleshooting resources.
Installation Quality & Service Partner Management
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Own installation quality across the business through remote monitoring, physical audits, installer assessments, and quality reporting.
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Develop and maintain installation standards, technical documentation, training materials, and technical bulletins to support installers and new product launches.
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Manage the technical performance of dealer, reseller and third-party installation partners, driving compliance with company standards, OEM requirements, and industry best practice.
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Conduct technical reviews, identify installation quality issues, implement corrective actions, and drive continuous improvement.
Technical Operations & Device Performance
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Monitor the performance and health of deployed Stolen Vehicle Recovery and telematics devices using remote diagnostics and operational reporting.
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Analyse technical and operational data to identify trends, improve reliability, reduce repeat issues, and enhance customer satisfaction.
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Produce operational performance reports and monitor KPIs relating to technical support, field operations, installation quality, and device performance.
Governance & Continuous Improvement
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Support OEM and Thatcham certification activities, ensuring compliance with technical standards and regulatory requirements.
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Develop and implement operational processes that improve efficiency, installation quality, technical service delivery, and the customer experience.
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Champion a culture of continuous improvement by translating operational insights into improved processes, training, and technical standards.
Qualifications:
Skills & Experience
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Proven experience in a Technical Operations, Technical Support, Service Delivery, Engineering, or Field Service management role within telematics, connected vehicles, IoT, automotive technology, or a related technical environment.
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Experience leading Technical Support and Field Service teams within an SLA-driven environment, delivering operational excellence and high customer satisfaction.
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Demonstrated leadership experience and people management skills, with experience developing high-performing technical teams.
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Extensive knowledge of vehicle telematics, stolen vehicle recovery systems, GPS/GNSS, CAN Bus, vehicle electrical systems, RF/VHF communications, remote diagnostics, and vehicle integration.
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Recognised Auto-Electrical qualification or equivalent automotive electrical experience.
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Experience supporting OEM vehicle systems, installation standards, wiring practices, and technical compliance.
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Proven experience managing third-party installation partners, technical suppliers, and OEM relationships.
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Solid analytical and problem-solving skills, with experience using operational data, KPIs, audits, and root cause analysis to drive continuous improvement.
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Excellent communication and stakeholder management skills, with the ability to communicate effectively with technical and non-technical audiences.
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Good understanding of service management principles and operational best practice.
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Full UK driving licence with a willingness to travel as required.
