About the role
Key Responsibilities1. Partner Installation & Wiring Support
- Guide partners and installers through correct GPS device installation procedures for various vehicle types (cars, buses, trucks, two-wheelers, heavy machinery).
- Provide wiring diagrams and hands-on guidance for power (ignition, battery), ground, relay, immobilizer, panic button, fuel sensor, temperature sensor, and other accessory connections.
- Troubleshoot wiring faults, short circuits, power drain issues, and connectivity failures reported by partners in the field.
- Support installation of accessories such as RFID readers, fuel sensors, temperature sensors, panic buttons, cameras, and OBD dongles.
- Assist partners with device configuration using SMS commands, GPRS/APN settings, server IP/port configuration, and device parameter setup.
- Maintain and update a reference library of SMS command sets for all supported device models/brands (APN setup, server settings, geofence, ACC detection, engine cut-off/relay control, reporting interval, reset/reboot commands, etc.).
- Help partners resolve common device errors (no data, wrong location, engine cut-off not working, SMS not responding, etc.).
- Create, update, and maintain user manuals, quick-start guides, wiring diagrams, and SMS command sheets for each supported GPS device model.
- Translate and localize documentation as required for regional partners.
- Ensure documentation stays current with new device models, firmware updates, and accessory releases.
- Build and maintain an internal/external knowledge base (FAQs, troubleshooting guides, installation videos/photos) for partner self-service.
- Conduct training sessions (in-person, video call, or recorded) for new partners/installers on device installation and configuration.
- Onboard new device models to partners with proper documentation and demo support.
- Act as escalation point for complex hardware/wiring issues partners cannot resolve independently.
- Liaise with device manufacturers/OEMs to stay updated on new hardware releases, firmware changes, and known issues.
- Work with the software/platform team to relay hardware-related bugs or integration issues (e.g., device-to-platform data mapping).
- Provide feedback to product/procurement teams on device quality, common failure points, and partner pain points.
- Diploma/Degree in Electronics, Electrical, Automobile Engineering, or related field (or equivalent hands-on experience).
- 2+ years of hands-on experience with GPS tracking devices, vehicle wiring, and installation (GPS/fleet management industry preferred).
- Strong understanding of automotive electrical systems (ignition, battery, relay, ground wiring).
- Practical knowledge of GPS/GPRS device configuration via SMS commands
- Familiarity with accessories: RFID, fuel sensors, temperature sensors, panic buttons, immobilizers, cameras.
- Ability to write clear, structured technical documentation (user manuals, wiring guides, SOPs).
- Good communication skills to explain technical concepts to non-technical partner staff.
- Willingness to travel occasionally for on-site partner support/training (if required).
- Experience supporting B2B partners or dealer networks in a tracking/telematics company.
- Basic understanding of tracking platforms/dashboards (device-to-server data flow).
- Experience creating training videos or visual installation guides.
- Multilingual ability (especially if supporting regional partners, e.g.,English/ Hindi).