Manager - Technical Support, APAC
Omnitracs
Who We Are
Solera is a global leader in risk and asset management data and software solutions, empowering companies across the automotive and insurance ecosystem with trusted solutions that adhere to the highest standards of data privacy, security, and integrity to support connectivity across the vehicle and property value chain.
Solera’s solutions bring together customers, insurers, and suppliers, empowering smarter decision-making through service, software, and embedded data. Our proprietary platforms digitize and streamline the claims process, ensure customers’ vehicles and property are optimally maintained and expertly repaired. The company is active in over 90 countries across six continents, processing more than 300 million digital transactions annually for over 235,000 customers and partners. By drawing on the market-leading position, capabilities, and business process best practices across its technology solutions and brands, Solera provides unsurpassed scale and strength with superior performance while delivering innovation to move the industry forward.
The Role
As a Manager - Technical Support APAC, you will own the end-to-end delivery of technical support services across a complex, multi-country region. You will lead up to 25 FTE across Australia, China, Korea, and India, ensuring consistent service quality, operational excellence, and customer satisfaction across diverse markets and cultures.
This is a regional role combining people leadership, operational governance, and strategic execution. You will translate Solera’s global strategy into actionable insights, help-performing regional operations while acting as the senior escalation and business partner for APAC and international stakeholders.
Based in our Melbourne office, you will work closely with global Support, Product, Engineering, and Commercial teams, and will travel internationally to ensure alignment, drive execution, and build relationships across the regions.
What You’ll Do
Key Responsibilities:
Regional Leadership & Strategy
• Own the APAC Technical Support operating model, ensuring it aligns with global service strategy while meeting local market needs.
• Set regional objectives, capacity plans, and service targets across APAC support teams.
• Lead multiple team leads and Customer Support specialists, ensuring clear accountability and strong succession pipelines.
Operation Excellence
• Deliver consistent SLA, CSAT, and productivity performance across all countries.
• Establish regional governance for escalation management, case quality, workforce management, knowledge, and tooling standards.
• Act as the final point of escalation for critical customer and business issues in APAC.
People Leadership & Talent Development
• Lead, coach, and develop a geographically distributed organization of up to 25 FTE.
• Drive engagement, performance management, and retention in a multicultural, multilingual environment.
Cross-Functional Partnership
• Partner with Sales, Product, Engineering, and Global Support to ensure customer feedback drives product quality and roadmap priorities.
• Represent APAC Technical Support at regional and global leadership forums.
Continuous Improvement & Transformation
• Lead process, tooling, and automation initiatives to improve scalability, cost-to-serve, and customer experience.
• Use data and insights to drive root-cause analysis, trend identification, and service innovation across the region.
Reporting & Executive Communication
• Provide data-driven reporting to senior leaders on Performance, Risks, Customer Impact, Capacity, and Cost.
• Translate complex operational data into actionable executive insights.
What You’ll Bring
Leadership Experience
• 7+ years in Technical Support, Customer Operations, or Service Delivery, including multi-country or regional leadership.
• Proven experience managing distributed teams (20+ FTE).
Operational & Commercial Acumen
• Strong understanding of SLAs, cost-to-service, workforce planning, and customer experience fundamentals.
• Experience in optimising customer support operational efficiency while improving service quality, decreasing costs, and improving employee satisfaction.
Strategic & Analytical Capability
• Ability to combine day-to-day operations with big-picture regional strategy.
• Highly comfortable using data to prioritise, influence, and lead change.
Stakeholder Leadership
• Experience working with senior stakeholders across Sales, Product, Engineering, and Global Operations.
• Credible at Executive Level; able to challenge, influence, and align cross-function stakeholders.
Cultural & Regional Effectiveness
• Experience working across APAC or similarly diverse regions.
• High cultural awareness and ability to lead teams across time zones, languages, and working styles.
Technical & Support Domain Knowledge
• Strong understanding of technical support environments, SaaS platforms, CRM, and ticketing systems.
• Comfortable engaging with complex technical issues when required.
Communication & Personal Attributes
• Excellent written and verbal English. Any additional language is a plus.
• Strong presenter and communicator at senior and executive levels.
