Manager, Technical Support – Projects & Services (Global)

Ralliant•Toronto, ON

2d•Hybrid

About The Position

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.

Requirements

Bachelor’s Degree in Electrical Engineering, Electronics, or related field (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
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

Nice To Haves

Advanced degree or professional designation (e.g., P.Eng.) 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

Responsibilities

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
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
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
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
Act as the primary integration and escalation authority between: Field Service, Engineering, Quality
Define escalation pathways and ownership boundaries
Align support with commissioning readiness and field issue resolution
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)
Provide technical ownership for NCR, RMA, and field failure inputs
Support root cause investigations and corrective actions
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
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
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