Manager, Technical Services

Communications & Power Industries (CPI)•Halton Hills, ON

3h•Onsite

About The Position

Reporting to the VP Programs, the Manager, Technical Services is responsible for leading the global Technical Services organization supporting the Company's installed base of Amplifier and Generator products. This role is accountable for delivering exceptional technical support, driving customer satisfaction, and building a high-performing technical organization that provides end-to-end ownership of customer issues—from remote diagnostics through on-site commissioning, troubleshooting, repair, and depot service. As the senior technical leader for post-sales support, the Manager partners closely with Engineering, Product Management, Quality, Sales, and Operations to improve product reliability, enhance the customer experience, and ensure the organization is prepared to support new product introductions.

Requirements

Bachelor's degree in Engineering or a related technical discipline; equivalent technical experience will be considered.
8–10 years of experience leading technical support, field service, applications engineering, or product support teams supporting complex engineered products.
Demonstrated success leading technical teams, resolving complex customer issues, and collaborating across Engineering, Product Management, Quality, and Operations.
Strong communication, leadership, and customer relationship skills with the ability to travel internationally (20–30%).

Nice To Haves

Experience supporting RF, microwave, high-voltage, medical imaging, aerospace, defense, or similarly complex technologies.
Experience supporting global customers and international service partners.
Experience developing technical organizations that combine remote diagnostics with field commissioning and repair capabilities.
Experience supporting new product introduction and lifecycle product support.
Must be able to meet CGP requirements

Responsibilities

Lead the resolution of complex customer technical issues and serve as the highest-level technical escalation point.
Develop the Technical Services team into a customer-focused organization capable of remote support, commissioning, field troubleshooting, repair, and customer training.
Establish technical standards, best practices, and knowledge-sharing processes that improve technical capability and consistency.
Coach and develop Technical Services Specialists while fostering a culture of technical excellence and customer ownership.
Lead the Technical Services organization, including Technical Services Specialists and Service Operations.
Establish departmental objectives, KPIs, budgets, and resource plans aligned with business and customer priorities.
Drive continuous improvement initiatives that improve responsiveness, first-time fix rates, and service efficiency.
Build organizational capability through recruitment, succession planning, technical training, and employee development.
Own customer technical support performance, executive escalations, and strategic customer support reviews.
Partner with Engineering and Quality to drive root cause analysis, corrective actions, and product reliability improvements.
Collaborate with Product Management to provide Voice of Customer feedback and ensure support readiness for new product introductions.
Build strong relationships with customers, international service partners, and internal stakeholders to improve the overall customer experience.
Provide leadership and oversight for Service Operations and Service Center performance.
Ensure seamless coordination between Technical Services and Service Operations to deliver end-to-end customer issue resolution.
Improve repair quality, turnaround time, warranty performance, and operational effectiveness.
Develop scalable service capabilities that support future growth and global customer requirements.