JOB DESCRIPTION
Manager, Technical Support – Projects & Services (Global)
Job Summary
Leads the global technical support function across all Qualitrol product lines supporting Projects & Services, including Generation (Toronto), CBM (Fairport), and Grid & GIS (Belfast).
Integrates factory-based expertise with regional field support and standardized global systems to enable effective project execution, rapid issue resolution, and continuous product improvement.
Serves as the single point of technical accountability across the project lifecycle, owning escalation, governance, and performance of the global technical support function, and acting as the primary interface between End User, Field Service, Engineering, and Quality.
Duties & Responsibilities
1. Global Technical Support Leadership
- Lead a distributed network of factory-based and regional technical support personnel
- Own advanced escalation for complex product issues
- Standardize support processes, tools, and documentation across all product lines
- Ensure consistent global technical capability, response quality, and customer experience
2. Cross-Product & Cross-Site Integration
- Align technical support across:
- Generation (Toronto)
- CBM (Fairport)
- Grid & GIS (Belfast)
- Establish common diagnostics, troubleshooting methodologies, and knowledge management
- Define global standards for issue resolution and product serviceability
3. Project Lifecycle & Customer Support
- Provide technical support across key execution and lifecycle phases:
- Commissioning and deployment troubleshooting
- After-warranty technical support
- Support consistent customer experience across all regions and entry points
4. Global Intake, Systems & Automation Enablement
- Own and standardize global case intake and management processes (Salesforce as system of record)
- Implement automation and AI-enabled capabilities for:
- Case intake, routing, and triage
- Case assignment and prioritization
- Knowledge base and self-service tools
- Establish a single global customer entry point (email/phone) for technical support
5. Cross-Functional Liaison (Critical Role)
Act as the primary integration and escalation authority between:
Field Service
Engineering
Escalate systemic product and design issues
Drive feedback into reliability, robustness, and serviceability improvements
Enable structured linkage between support cases and engineering systems (e.g., JIRA)
Quality
Provide technical ownership for NCR, RMA, and field failure inputs
Support root cause investigations and corrective actions
6. Performance Management & Continuous Improvement
- Define and manage global KPIs:
- Issue resolution cycle time
- First-time fix rate
- Repeat failure rates
- Customer satisfaction (NPS or equivalent)
- Lead structured root cause problem solving (e.g., 5-Why, RCCA) for systemic issues
- Standardize and drive PIR (Problem Investigation Report) processes globally
- Drive continuous improvement across products, regions, and support processes
7. Operating Model
- Establish and enforce global TST governance, including:
- Site-level weekly TST cadence
- Global priority review forums
- Standardized escalation and decision-making frameworks
- Define clear ownership, escalation paths, and decision rights across functions
- Ensure alignment and consistency across all regional support teams
8. Systems & Governance
- Own global support systems, including ticketing, knowledge base, and analytics platforms
- Ensure alignment with QMS processes and governance requirements
- Drive visibility and reporting of technical issues, systemic risks, and performance trends
Requirements
Education
- Bachelor’s Degree in Electrical Engineering, Electronics, or related field (required)
- Advanced degree or professional designation (e.g., P.Eng.) preferred
Experience
Required
- 7+ years in technical support, engineering, or field service
- Experience across multiple product lines or complex systems
- Demonstrated leadership in global or multi-site environments
- Strong troubleshooting and structured problem-solving capability
Preferred
- Experience in project-based delivery or commissioning environments
- Background in power systems, monitoring, or industrial diagnostics
- Experience with enterprise systems (e.g., Salesforce, JIRA) and support workflows
- Exposure to automation or AI-enabled support environments
Communication
- Strong communication across technical and non-technical audiences
- Proven ability to influence across engineering, service, and quality functions
- Effective leadership across global teams and time zones
Effort Factors
Physical Demands
- Travel to manufacturing and customer sites as required
- Exposure to industrial environments
Mental Demands
- High level of analytical and problem-solving capability
- Ability to manage complex, cross-functional issues
- Strong prioritization and decision-making under pressure
Working Conditions
- Hybrid working model with global coordination responsibilities
- Regular interaction with international teams and customers
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