In-Service Support Manager

Marshall Land Systems; Ottawa; On-site; CAD 100,000 - 115,000; Full time

Job summary

Marshall Land Systems in Ottawa, ON is seeking a Customer Support Manager to lead client relationships on designated In-Service Support contracts. You will serve as the primary contact and coordinate rapid responses to customer needs, ensuring on-time delivery and value for money.

Responsibilities include managing post-design support such as technical queries, configuration management, documentation, and customer training, while ensuring fleet management, maintenance, and regulatory compliance

Qualifications

• Engineering degree or equivalent experience.
• 5 years of engineering/product support experience.
• English fluency is mandatory.
• Knowledge of military shelter systems is desirable.

Responsibilities

• Serve as primary customer contact for designated contracts.
• Manage post-design support services including technical queries, documentation, and tasking.
• Coordinate whole fleet management, maintenance, asset management and repairs.
• Provide for safety, regulatory compliance and product safety management.

Skills

Engineering degree

5+ years experience

English fluency

Customer communication

Education

Engineering degree

Tools

MS Office

Microsoft Project

Job description

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.

Your responsibilities in this role:

• 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.

Apply if you have most of the following:

• 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.

Additional Information

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.

About Marshall Land Systems

Marshall Land Systems is a Canadian-owned global company with an unrivalled pedigree of British engineering excellence. From its origins in Cambridge, UK, through more than a century of innovation, pioneering advances from the nose of Concorde to the early Hydrogen fuel cell technology that ultimately powered the moon landings, Marshall engineers now continue to innovate specialist vehicles and infrastructure for NATO forces across the world.

From bomb disposal vehicles to deployed shelters, from command and control to CT scanners on the battlefield, Marshall Land Systems protects people in critical situations with the very best in engineering. It employs 600 people with major facilities the UK, Canada, and the Netherlands.

DISCLOSURES

We recognize the benefits of AI and use it to support activities such as creating job descriptions and reviewing information. However, we do not use AI to assess candidates, make hiring decisions, or conduct interviews, these are always carried out by people.

While candidates may use AI to support CV writing, we encourage applications to reflect your own experience and voice, and not be fully AI generated. We also ask that AI is not used during interviews, as we want to get to know you as an individual.

We are committed to a fair, transparent, and human recruitment process.

Marshall Land Systems is an equal opportunity employer and values a diverse and inclusive workplace. All qualified candidates will receive consideration for employment without discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, marital status, family status or disability, or any other characteristic protected by law. For more information please click here for Ontario and here for New Brunswick.