Customer Support Manager

Marshall Land Systems is seeking a Customer Support Manager to join our team in Ottawa, ON. Reporting to the Head of Managed Support Services, the CSM is to act as the customer’s primary point of contact for certain designated In-Service Support Land Systems contracts.

Whilst managing project scheduled and unscheduled tasks, resources and budgets, the CSM must provide rapid and effective response to the customer’s needs, continuously aim to enhance business relationships, and to enable further work for the company.

• Ensure that all support is undertaken in the most cost-effective manner to achieve a quality level to exceed customers’ expectations.
• Manage the provision of a complete range of Post Design Support services including Technical query support, Configuration Management, Obsolescence Management, Technical Documentation Management, Technical and design tasking.
• Manage the provision, as required by contract, of aspects of whole fleet management, storage, scheduled and unscheduled maintenance, asset management, repairs and uplifts.
• Provide for Legislative requirements including product safety management.
• Manage customer training activities including needs analysis, course design & delivery to ensure that requirements are met or exceeded.
• Ensure appropriate training resources are available and managed to ensure customer expectations can be met.
• Provide for Capability design, upgrade & enhancement to ensure the development, implementation, maintenance and continuous improvement of the product support processes and procedures.
• Produce workload plans and project plans to ensure that all internal and external customer requirements and contractual commitments are met.
• Ensure the allocation of competent resources to each support task in an appropriate timely manner.
• Support other Integrated Support Activities such as Operational and Maintenance task Analysis, Ease of Maintenance assessments and Level of Repair analysis.
• Support Business Development activities with expert ISS advice.
• Continuous Improvement:
  Required to identify business process and efficiency improvements that benefit both the company and their respective customers.
• This description is not exhaustive. In general, the Customer Support Manager will be responsible for ensuring both Internal and External customer satisfaction through first class service, on-time delivery, adherence to customer requirements and acknowledged value for money.
• Other duties as assigned.

• An Engineering Degree, or equivalent experience.
• 5 years Engineering experience / Product Support experience / Military equivalent.
• Knowledge of military shelter systems and Life Cycle Material Management principles is highly desirable.
• Project Management principles, Defence Standards and Environments, awareness of military support skills and capabilities, an understanding of Canadian Armed Forces Publications, Quality Management and Control systems.
• Commercial awareness including Costing, Budgeting and Cost management.
• Knowledge of Occupational Health, Safety and Environmental legislation Requirements.
• Management and development of people;
  Able to apply mature discretion when dealing with sensitive and confidential matters.
• Proficiency in Microsoft Office Suite applications and Project packages, e.g. Word, Excel, Project.
• Multi-tasking and experience in prioritizing to meet set deadlines.
• Impartiality, integrity, diplomacy and self-reliance are key attributes.
• Able to work independently and as part of a multi-disciplinary team.
• Proven track record of input into the successful delivery of projects.
• Excellent communication & interpersonal skills: fluent written and verbal English is mandatory.
• Available for occasional travel – both domestically and internationally.
• Must be eligible to meet the requirements of export control regulations, including the Canadian Controlled Goods Program and Canadian government security requirements.

This job posting is for an existing vacancy.

The salary range for this position is $100,000 to $115,000 commensurate on qualifications and work experience.