Job DescriptionWe are looking for a talented Technical Support Manager to join our team specializing in Industrial Applications; mining (Oil & Gas) and industrial HMLD engines segments in Edmonton, Calgary, or Grande Prairie, Alberta.
Job Summary:Manages the technical support and training activities to support the sales of company products and services. Recommends product improvements to design staff in response to customer feedback.
In this role, you will make an impact in the following ways: - Strengthening customer partnerships by supporting counterparts and reinforcing trust, collaboration, and long-term engagement.
- Accelerate issue resolution by partnering with sales teams and customers to remove technical and engineering barriers that slow sales, installation, or product utilization.
- Drive revenue and margin improvement by recommending product or service changes that reduce costs and expand sales opportunities.
- Elevate the sales force's technical capability through targeted coaching that improves confidence, accuracy, and customer credibility.
- Influence solution design by evaluating products against customer requirements and ensuring proposed offerings align with real operational needs.
- Advance complex sales cycles by contributing technical expertise that clarifies value, mitigates risk, and supports customer decision-making.
- Build a high-performing technical support team by coaching, motivating, and delegating work aligned to employee strengths and development goals.
- Improve operational efficiency and product reliability by identifying departmental issues and applying Six Sigma methods to reduce customer operating costs and enhance durability.
ResponsibilitiesTo be successful in this role you will need the following: - Balance diverse stakeholder needs by anticipating competing priorities, aligning expectations early, and keeping decisions anchored in shared business outcomes.
- Build and sustain strong internal and external networks that give you faster access to information, influence, and support when navigating customer or technical challenges.
- Collaborate seamlessly across functions-sales, engineering, service, channel partners-to drive unified solutions instead of siloed responses.
- Communicate with precision and adaptability, tailoring your message to technical audiences, executives, customers, and frontline teams so each group hears what matters most to them.
- Demonstrate deep customer focus by understanding their operations, constraints, and success metrics, then shaping solutions that solve real problems and strengthen long-term loyalty.
- Model accountability by owning commitments, setting clear expectations, and ensuring follow-through from yourself and others, especially in cross-functional work.
- Navigate complexity and conflict with calm clarity, making sense of contradictory information, resolving issues with minimal noise, and keeping teams aligned on the path forward.
- Use data, intuition, and technical problem-solving together-leveraging analytics, channel insights, active listening, and structured methodologies to diagnose issues and propose solutions that deliver measurable value.
Education, Licenses, Certifications:
College, university, or equivalent degree in engineering or a related subject required.
This position may require licensing for compliance with export controls or sanctions regulations.
Experience:
Significant level of relevant work experience and customer facing experience required.
Qualifications• Reporting to the Director of Mining Sales. The Technical Support Manager will be responsible for supporting the entire Industrial Applications; mining (~50%), Oil & Gas (O&G), and industrial HMLD engines (the other 50%).
• The incumbent must possess a customer-facing role as an HD/Engine field technician and a service management role, and have a strong knowledge of Canadian mining, O&G, and industrial engine applications with over 10 years of combined experience.
• Technical product expertise required, as well as Microsoft software, BMS, Cummins Insite, and other electronic software/tools required to perform various tasks.
• Broad company knowledge and a strong understanding of CSSNA's values and operations, and field experience are also required.
• Excellent interpersonal skills are required to deal with sensitive issues, develop others, or persuade others inside and outside the unit and CSSNA to take specific actions. The ability to handle customer pressure and be firm while fair.
• Collaboration with functions, team, and other segments to drive outcomes supporting business growth.
• The TSM will need to stay up to date on current ICE (Internal Combustion Engines) as well as new technologies in the industrial segment.
• Provide technical training on the safe and proper operations of industrial engines, emission technologies, warning systems, and daily checks for operators to follow Cummins recommendations.
• Responsible for tracking Cummins factory campaign (ATC & others) completion for all HHP mining engines required as per the Cummins / Komatsu agreement.
• Operation knowledge/experience is considered an asset.
• Mining maintenance knowledge/experience is considered an asset.
• There is no relocation assistance.
• The candidate must reside in either Calgary, Edmonton or Grande Prairie, AB
• Travel 40%+
COMPENSATION AND BENEFITSBase salary rate commensurate with experience. Additional benefits vary between locations and include options such as our Company Pension Plan, Medical/Dental/Life Insurance, and a full complement of personal and professional benefits.
