Technical Support Advisor - 1st Line Automotive Customer Support

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.

This is an exciting opportunity for someone who wants to work for a market leading, well-established company with the opportunity to really accelerate our growth, as well as their own.

Job Context:

Tracker is currently seeking an experienced automotive-focused Technical Support Advisor, to join a well-established market leading Telematics and Stolen Vehicle Recovery Company based in Uxbridge.

Tracker is a subsidiary of CalAmp, a pure-play pioneer of the Connected Car, Connected Truck and broader Internet of Things (IoT) marketplace, based in California.

The Technical Support Advisor is responsible for delivering high quality 1st line automotive technical support to Tracker customers, ideally suited to someone with a background in automotive, vehicle installations, or diagnostics, ensuring that company products are installed in line with documented standards and within agreed tolerance levels for both the organisation and end users.

This role requires providing an exceptional customer experience by resolving product installation and application related queries efficiently, while consistently meeting and exceeding individual and team performance targets. The Technical Support Advisor will operate in full compliance with governance and audit requirements, maintaining accurate and high-quality customer records through effective use of the Salesforce CRM platform. This is not an IT support role, the focus is on vehicles, wiring, telematics units, and real-world fault finding.

We operate a hybrid work environment with people in the office Tuesday through Thursday, but with the ability to work from home on Monday and Friday. We provide access to competitive parental leave and we have a strong focus on mental wealth.

Key Responsibilities:

• Resolve customer queries or escalate to the appropriate department, ensuring all updates are accurately recorded within internal systems, and departmental SLAs are consistently met.
• Real-time troubleshooting and identifying root causes of substandard installations of Tracker units and vehicle related technical issues and implement effective solutions for both Tracker customers and third-party installers.
• Manage inbound and outbound calls and cases in line with agreed processes and SLAs, using the Salesforce to log and maintain accurate records of all customer interactions.
• Provide technical support to internal and external stakeholders at all levels, including third-party installer channels (Tracker, Preferred, Independent, OEM, and dealer networks).
• Build and maintain professional relationships with internal teams, customer and external partners.
• Consistently strive to exceed individual and team performance while contributing to continuous improvement initiatives.

Customer Experience KPIs

• Reduce customer complaints through effective problem solving and clear, professional communication.
• Support improvements in online review scores across platforms such as Feefo, Trustpilot, and Google Reviews.
• Reduce response times for customer cases (telephone and web) through efficient and proactive case management.

Skills and Attributes

• Solid fault finding and diagnostic ability within an automotive or auto-electrical environment. using open questioning to accurately identify customer needs.
• Confident communicator, able to engage effectively with technicians, installers and non-technical customers. Applying sound business knowledge to build relationships and recommend appropriate solutions.
• Excellent listening skills with a high level of attention to detail.
• Consistently follow through on commitments, ensuring accurate and complete record keeping.
• Ability to think quickly and provide practical solutions to resolve queries and complaints prior to escalation.
• Collaborative team contributor who leads by example and supports a positive working environment.

• Proven experience supporting OEM vehicle systems or products, wiring and installation practices
• Proactive self-motivated, with excellent interpersonal and communication skills.
• Excellent organisational skills with the ability to prioritise effectively.
• Adaptable, with a willingness to embrace change.
• Demonstrated ability to work under pressure and meet tight deadlines.
• Clear and professional written and verbal communication skills.
• Solid understanding of vehicle telematics concepts.
• Excellent problem-solving capability within an Automotive technical environment.

Other qualifications considered a plus:

• Auto Electrical qualification.
• Knowledge of RF radiation systems.
• In-depth understanding of GPS technology, functions, and limitations.

• LI-UK