Manager, Technical Support – Projects & Services (Global)
Core
Leads the global technical support function for Qualitrol product lines (Generation, CBM, Grid & GIS), integrating factory expertise with regional field support to enable project execution and rapid issue resolution.
Role type
Manager, Technical Support
Builds
Standardized global support processes, tools, and documentation across product lines
Domain
Industrial automation / Power systems / Electrical engineering
Deliverable
client delivery
Required skills
Global technical support leadership, advanced escalation management, process standardization, cross-functional liaison, performance management, root cause analysis, systems governance
Preferred skills
Project-based delivery experience, commissioning environment experience, advanced degree (P.Eng.)
Technologies
Salesforce, JIRA
Responsibilities
Lead distributed network of technical support personnel; Own advanced escalation for complex product issues; Standardize support processes and documentation; Align technical support across multiple sites (Toronto, Fairport, Belfast); Provide technical support for commissioning and after-warranty phases; Manage global case intake and automation enablement; Act as primary integration authority between Field Service, Engineering, and Quality; Define and manage global KPIs (cycle time, first-time fix rate, NPS); Establish global TST governance and decision-making frameworks.
Seniority
Manager, hands-on leadership
