Technical Field Support Lead - EV and Transit

Are you an experienced technical leader in the heavy-duty transit or commercial automotive sector?
We are seeking a Customer Support Manager to serve as a key technical authority and commercial liaison for complex vehicle platforms, with a special emphasis on electric and hybrid systems.
In this permanent, full-time role, you will bridge the gap between field operations and engineering teams, driving fleet reliability, managing technical issue resolution, and delivering exceptional client satisfaction.

Job Title:

Customer Support Manager – Electric & Hybrid Vehicles

Location:

Ottawa, Ontario

Position Type:
Permanent, Full-Time

Salary: $95,000 – $120,000 / year

Advantages
Competitive Compensation:
Base salary range of $95,000 to $120,000 annually, depending on background and skills.

Comprehensive Benefits Package:
Medical, dental, and vision coverage from day one.

Professional Growth:
Hands-on experience at the forefront of commercial electric vehicle (EV) technology and zero-emission transit solutions.

Dynamic Work Environment:
Direct field exposure collaborating with technical experts, garage operations, and cross-functional leadership.

Responsibilities
Field Support & Operations:
Oversee field service technicians in troubleshooting, diagnostic evaluations, parts procurement, and repairs on heavy-duty vehicle platforms.

Quality & Data Management:
Lead Market Quality Report (MQR) processes to track, evaluate, and reduce repeat failure trends while controlling overall warranty costs.

Root Cause & Campaign Execution:
Conduct root-cause analysis on technical anomalies, develop action-oriented countermeasures, and manage fleet-wide service campaigns.

Client & Garage Engagement:
Based at the customer facility to support local mechanics, audit field resources, and resolve technical issues onsite.

Commercial & Technical Bridge:
Serve as the primary point of contact between client leadership and internal engineering teams to deliver balanced, customer-first commercial solutions.

Governance & Standards:
Maintain high standards for data confidentiality, uphold company safety policies, and foster a collaborative team culture.

Qualifications

Experience:

5 to 10 years of hands-on technical experience within the commercial vehicle or commercial automotive sector (electric or hybrid heavy-duty bus experience strongly preferred).

Education:

Bachelor’s degree in Electrical, Mechanical, Electromechanical, or Systems Engineering preferred; equivalent combination of advanced technical training and practical experience will be fully considered.

Technical Expertise:

In-depth understanding of high-voltage systems, electric propulsion, and drivetrain components.

Proficiency in vehicle network communications (CAN bus, J1939 protocols) and diagnostic software (Vector datalogger or similar CAN analysis tools).

Familiarity with EV propulsion/battery platforms (e.g., BAE Systems or equivalent) is a strong asset.

Strong analytical capacity to interpret vehicle performance data and failure metrics.

Field & Customer Relations:
Proven track record in field service support, managing complex warranty claims, executing recall campaigns, and maintaining key customer relationships.

Soft Skills:

Exceptional problem-solving, presentation, and conflict-resolution skills with a strong customer-centric mindset.

Languages:

Fluent in written and spoken English (French bilingualism is an asset).

Summary
Ready to drive the future of sustainable commercial transit? We want to hear from you!

To apply or learn more about this opportunity, please send your resume directly to Leslie Walker at

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