Technical Operations Manager in Uxbridge

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 seekingan experiencedTechnical Operations Managerto joinourmarket-leading StolenVehicle Recovery andTelematics business basedin Uxbridge.

Tracker is asubsidiary of CalAmp, a global leaderinConnected Vehicleand Internet ofThings (IoT) technology.

In this role, you will leadthe Technical Supportand Field Servicesteams, ensuring thedelivery of high-quality technical support, operational excellence, and outstanding customerservice. Acting asthe senior technicalescalation point, youwill provide leadershipacross stolenvehicle recovery, telematics systems, vehicle integration, andconnected technologies,while working closelywith Engineering, Product, Customer Services, managing OEMs, Dealer Groups andthird-partyinstallation partners from a technical standpoint.

You will drivecontinuous improvementacross technical operations, installation quality,supplier performance, andservice delivery, ensuringoperational efficiency,product reliability, andan excellent customerexperience.

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

• Lead and developthe Technical SupportTeam and SeniorField Technicians, ensuring high levelsof technical service, operational performance, and customer satisfaction.
• ManageTechnical Support operations, including telephone andcase management, ensuringSLA compliance,timely resolution ofcustomer and dealerenquiries, and achievementof key performanceindicators.
• Act as theseniortechnical escalation pointfor complex customer, installer, and operationalissues.
• Coach and developteam members whilemaintaining technical knowledge,support documentation,and troubleshooting resources.

Installation Quality & ServicePartner Management

• Own installation qualityacross thebusiness through remotemonitoring, physical audits, installer assessments,and quality reporting.
• Develop and maintaininstallation standards,technical documentation, training materials, and technical bulletinsto support installersand new productlaunches.
• Manage the technicalperformance of dealer, reseller and third-party installation partners,driving compliance withcompany standards, OEMrequirements, and industrybest practice.
• Conduct technicalreviews, identify installationquality issues, implementcorrective actions, anddrive continuous improvement.

Technical Operations & DevicePerformance

• Monitor the performanceand health ofdeployed Stolen VehicleRecovery and telematicsdevices using remotediagnostics and operationalreporting.
• Analyse technical andoperational data toidentify trends, improvereliability, reduce repeatissues, and enhancecustomer satisfaction.
• Produce operational performancereportsand monitorKPIs relating totechnical support, fieldoperations, installationquality, and deviceperformance.

Governance & ContinuousImprovement

• Support OEM andThatcham certificationactivities, ensuring compliancewith technical standardsand regulatory requirements.
• Develop and implementoperationalprocesses that improveefficiency, installationquality, technical servicedelivery, and thecustomer experience.
• Champion a cultureof continuous improvementby translating operationalinsights into improvedprocesses, training, andtechnical standards.

Qualifications

Skills & Experience

• Proven experience ina Technical Operations, Technical Support, ServiceDelivery, Engineering,or Field Servicemanagementrole within telematics, connected vehicles, IoT, automotive technology,or a relatedtechnical environment.
• Experience leading TechnicalSupport and FieldService teams withinan SLA-drivenenvironment, deliveringoperational excellenceand high customersatisfaction.
• Demonstrated leadership experience andpeople management skills, with experience developinghigh-performing technicalteams.
• Extensiveknowledge of vehicletelematics, stolen vehiclerecovery systems, GPS/GNSS, CAN Bus, vehicle electrical systems, RF/VHFcommunications, remotediagnostics, and vehicleintegration.
• Recognised Auto-Electricalqualification or equivalentautomotive electrical experience.
• Experience supportingOEM vehicle systems, installation standards, wiring practices, andtechnical compliance.
• Proven experience managingthird-party installationpartners, technicalsuppliers, and OEMrelationships.
• Solid analytical andproblem-solving skills, with experience usingoperational data, KPIs, audits, androot cause analysito drive continuousimprovement.
• Excellent communicationandstakeholder managementskills, with theability to communicateeffectively with technicaland non-technicalaudiences.
• Good understanding ofservice management principlesand operational bestpractice.
• Full UK drivinglicence with awillingness to travelas required.

• LI-UK