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Added 9 mins ago
AC
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Ralliant

Manager, Technical Support – Projects & Services (Global)

Toronto, ON, Canada

Full-time

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Job details

Job type: Full-time
Education: Bachelor’s degree
Posting language: English
Posted: Oct 3, 2026

Original job description

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

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

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 functions
Effective leadership across global teams and time zones

Effort Factors

Physical Demands

Travel to manufacturing and customer sites as required
Exposure to industrial environments

Mental Demands

High level of analytical and problem-solving capability
Ability to manage complex, cross-functional issues
Strong prioritization and decision-making under pressure

Working Conditions

Hybrid working model with global coordination responsibilities
Regular interaction with international teams and customers

Ralliant Corporation Overview

Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life - faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we're building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.

About Qualitrol

QUALITROL manufactures monitoring and protection devices for high value electrical assets and OEM manufacturing companies. Established in 1945, QUALITROL produces thousands of different types of products on demand and customized to meet our individual customers’ needs. We are the largest and most trusted global leader for partial discharge monitoring, asset protection equipment and information products across power generation, transmission, and distribution. At Qualitrol, we are redefining condition-based monitoring.

We Are an Equal Opportunity Employer. Ralliant Corporation and all Ralliant Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Ralliant and all Ralliant Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@Ralliant.com.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes compared to job descriptions, masking data to prevent bias, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans.

This posted role is to fill an existing vacancy.

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More about this job

Responsibilities

Leads the global technical support function across all product lines, integrating factory expertise with regional field support to ensure effective project execution. Acts as the primary interface between end users, field service, engineering, and quality teams to drive issue resolution and continuous improvement.

Requirements

Requires a Bachelor’s Degree in Electrical Engineering, Electronics, or a related field. Candidates must have 7+ years of experience in technical support, engineering, or field service, with demonstrated leadership in global or multi-site environments.

Skills

Technical Support Leadership
Project Management
Cross-functional Collaboration
Troubleshooting
Problem Solving
Salesforce
JIRA
Global Team Management
Process Standardization
Root Cause Analysis
Data Analytics
Customer Experience
Engineering Liaison
Quality Assurance
Automation
Knowledge Management

Visa sponsorship

Not detected in the job text

Keywords

Technical Support
Global Leadership
Project Lifecycle
Electrical Engineering
Field Service
Salesforce
JIRA
Automation
AI-enabled Support
Root Cause Analysis
KPI Management
NPS
QMS
Condition-based Monitoring
Power Systems
Industrial Diagnostics
Commissioning
Troubleshooting
Governance
Cross-functional Liaison
NCR
RMA
Reliability
Serviceability
Product Improvement
Global Standards
Case Management
Technical Accountability
Asset Protection
Monitoring Devices

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