Manager, Technical Support (Senior) | Dartmouth

Location: Dartmouth, NS (Burnside)
Type of employment: Permanent, Full-time

About the Role
Reporting to the Director, Products, you will direct, manage, and coordinate all the activities of the Technical Support group. This includes providing pre- and post-sales technical support to clients, solving product problems, monitoring product performance, assisting with quality control testing, and providing technical training for clients and employees.

MetOcean is growing, and we are striving to ensure our processes and internal teams operate as effectively as possible. A key part of this role will be to review and update our existing Support related processes, optimize interactions with other departments, and identify where we can further modernise and automate those procedures.

Responsibilities include, but are not limited to:

  • Manage all aspects of Technical Support at MetOcean
  • Ensure Customer expectations are exceeded with respect to issue resolution, response times, and day to day operations requests
  • Implement training programs for new support team members, and ongoing training programs for existing team members
  • Identify inefficiencies and work with leadership to implement improvements
  • Develop and implement new processes/procedures to ensure consistent delivery
  • Own the creation and ongoing maintenance of all internal & external support documentation
  • Management of key customer relationships with respect to ongoing maintenance tasks
  • Work with other MetOcean departments to streamline interactions
  • Coordinate with Engineering to manage issue escalations
  • Work with Product Management on product improvements for the benefit of the customers
  • Build and continually foster a collaborative environment that produces a high quality of service, and an empowered team
  • Act as the team’s champion by coaching, supporting, and mentoring team members

What you’ll bring:

  • 6-8 years related experience, along with 5+ years progressive management experience in Technical Support management role
  • Familiarity with Salesforce case management tools
  • University degree or equivalent and relevant training/work experience
  • Excellent ability to foster an environment of learning, development, and empowerment
  • Aptitude to understand the full breadth of MetOcean products and solutions
  • Knowledge and understanding of the Telematics industry, preferably Satellite communications (Iridium considered an asset)
  • Telecommunications or Defence related industry considered an asset
  • Ability to implement and maintain valuable KPIs
  • Understanding or hands-on experience in software development, systems engineering, sales cycles, and/or product management considered an asset

Are you interested?
If this sounds like an opportunity you would like to explore, we look forward to hearing from you! Please submit your cover letter and resume below.