Technical Customer Success Manager

Novarc Technologies Inc•Burnaby, BC

75d

About The Position

Novarc Technologies is looking for a Customer Support Technical Manager to support our customer service and field operations team responsible for installing, commissioning, and supporting Novarc’s Spool Welding Robots (SWRs). Reporting to the Director of Customer Support, this role serves as a critical link between field technicians, customers, and internal teams. The Customer Support Technical Manager is responsible for day-to-day execution of customer support operations, team leadership, and continuous improvement of service delivery, while remaining technically hands-on as needed. This is an ideal role for a technically strong leader who enjoys mentoring teams, solving complex customer issues, and improving operational performance in a fast-paced robotics environment.

Requirements

8+ years of experience in customer support, field service, or technical service roles within industrial, robotics, or automation environments.
3-5 years of experience leading or mentoring technical teams in a supervisory or manager-level capacity.
Technologist Diploma or Engineering degree in Electrical, Robotics, Mechatronics, or a related field.
Strong working knowledge of mechanical, electrical, and control systems, including the ability to read schematics and technical drawings.
Proven ability to balance hands-on technical work with team leadership and operational responsibilities.
Excellent communication and documentation skills, with the ability to engage confidently with customers and internal stakeholders.
Strong organizational, problem-solving, and decision-making skills in dynamic environments.

Nice To Haves

Experience with PLC programming (especially OMRON).
Experience with MIG or TIG welding systems and industrial welding automation.
Familiarity with servo motors, drives, and industrial robots.
Experience using CRM systems and cloud-based project management tools (e.g., Wrike).
Exposure to HSE standards, quality systems, and continuous improvement methodologies (5 Whys, Ishikawa, etc.).

Responsibilities

In regards to technical solution finding for service tickets and on-site problems, lead, coach, and support a team of Field and Customer Service Technicians.
Actively manage the service ticket queue daily. Assign and prioritize service tickets, field work, and installations. Own the day-to-day scheduling execution to balance customer needs, technician workload, and business priorities.
Act as an escalation point for complex technical or customer issues, supporting resolution both remotely and on site when required.
Foster a strong culture of safety, quality, collaboration, and continuous improvement within the team.
Oversee and support on-site installation, commissioning, and Site Acceptance Testing (SATs) of Novarc SWR and NovAI systems.
Ensure consistent, high-quality customer communication as required .
Ensure timely and effective response to customer inquiries, issues, and escalations, personally engaging with critical service tickets and customers as required to drive proper execution and resolution.
Support preventative maintenance programs, including NovCare service activities.
Review and approve site reports, installation documentation, and lessons learned from service visits.
Creates quotes and sales orders, and approves quotes and sales orders created by the team.
Occasional travel may be required to expedite solution finding or assist with critical service issues, anywhere between 10% - 25% of the role.
Ensure Standard Operating Procedures (SOPs) and service workflows are followed. Propose actionable improvements to the Director based on field feedback and operational data.
Contribute to the development and maintenance of lessons-learned, NCR, and knowledge databases and service best practices, and implementing changes based on data-driven insights.
Monitor and report on key local performance metrics for service tickets, providing detailed analysis on execution effectiveness to the Director.
Support the use and optimization of CRM, ticketing, and project management tools.
Work closely with Engineering and Manufacturing to escalate and resolve specific technical issues. Compile and submit detailed, data-driven feedback (e.g., top 5 recurring technical faults, service data trends) to the Director for product roadmap consideration.
Provide structured feedback on recurring customer issues, product gaps, and field-driven improvements.
Ensures new products and product changes are understood and adopted by the support team.
Coordinates subcontractors and external service providers as required, ensuring adherence to Quality, Health, Safety, and Environmental (HSE) standards.
Ensures all customer support and field activities execute in compliance with the company and Director-defined Quality Management System and HSE standards. Lead by example in promoting safe work practices and quality execution.
Review and support site risk assessments and safety planning for installations and service work.
Lead by example in promoting safe work practices and quality execution.
Other duties as assigned