CARe - NAMER Supervisor

Location: Belgrade, Serbia

Company

hirify.global provides financial access and self-service technology for financial institutions and retailers worldwide.

What you will do

• Lead, coach, and manage Fleet Monitoring Specialists as the primary operational escalation point.
• Use real-time data and remote diagnostics to identify recurring ATM issues, reduce downtime, and avoid unnecessary field dispatches.
• Monitor field volumes and operational dashboards, prioritize flagged units, and coordinate resources for timely first-visit resolution.
• Manage staffing activities including recruitment, onboarding, development, performance evaluation, and discipline.
• Coordinate with field support, engineering, customer success, logistics, and technical support teams through end-to-end issue resolution.
• Analyze availability, downtime, repeat visits, and resolution metrics while improving tools, processes, dashboards, knowledge articles, and standard operating procedures.

Requirements

• High School Diploma.
• Experience in technical support, field service, or fleet monitoring, plus prior team leadership or people management experience.
• Understanding of ATM products, service request workflows, and troubleshooting and repair processes.
• Strong data literacy and proficiency with Excel and Power BI.
• Excellent written and verbal English communication skills required.
• Must be authorized to work in Serbia.

Nice to have

• Bachelor’s degree in Information Technology, Engineering, or a related field.
• Financial services customer support or proactive, predictive, and preventative service experience.
• Knowledge of ATM diagnostic tools, remote diagnostics platforms, networking technology, process automation, or Lean Six Sigma.
• Relevant certifications in Lean Six Sigma, IT, or Service Management.

Culture & Benefits

• Private health insurance and life, accident, and disability insurance.
• Wellbeing resources and a baby bonus.
• Employee referral bonus program.
• Internal career development and advancement opportunities.
• Employee discounts with hirify.global partners.
• Flexible schedules may be required to support regional coverage.