Manager, Technical Support – Projects & Services; Global

Position: Manager, Technical Support – Projects & Services (Global)
Location: Belfast City District

Toronto, ON, Canada Manager, Technical Support – Projects & Services (Global)

Job Summary 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.

Duties & Responsibilities
1. Global Technical Support Leadership 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
2. Cross-Product & Cross-Site Integration 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
3. Project Lifecycle & Customer Support 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
4. Global Intake, Systems & Automation Enablement 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
5. Cross-Functional Liaison (Critical Role)
Act as the primary integration and escalation authority between:

Field Service Define escalation pathways and ownership boundaries

Align support with commissioning readiness and field issue resolution

Engineering

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)
Quality Provide technical ownership for NCR, RMA, and field failure inputs

Support root cause investigations and corrective actions
6. Performance Management & Continuous Improvement 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
7. Operating Model 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
8. Systems & Governance 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

Requirements Education Bachelor ’s Degree in Electrical Engineering, Electronics, or related field (required)
Advanced degree or professional designation (e.g., P.Eng.) preferred

Experience

Required7+ 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

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

Communication

Strong communication across technical and non-technical audiences

Proven ability to influence across engineering, service, and quality…