Senior Manager, Project and Technical Services - Amico Group of Companies

Amico Corporation; Ottawa; On-site; CAD 80,000 - 120,000; Full time

Job summary

An established industry player is looking for a Senior Manager of Project and Technical Services to lead their technical support operations. This role involves managing customer inquiries and installation services for innovative medical equipment. The ideal candidate will possess strong leadership and problem-solving skills, along with technical expertise in custom OEM products. You will have the opportunity to build a critical department while working in a fast-paced environment dedicated to enhancing patient care. If you're ready to take on a hands-on role that combines technical challenges with leadership, this position is perfect for you.

Benefits

Competitive salary

Benefits

Professional growth opportunities

Exposure to cutting-edge medical technologies

Collaborative work environment

Qualifications

• 5-10 years of experience in technical support or project management roles.
• Strong background in custom OEM products and customer-specific solutions.

Responsibilities

• Lead and grow the technical support team, ensuring high-quality service.
• Oversee customer technical support, ensuring timely resolution of inquiries.

Skills

Problem-solving

Technical expertise in custom OEM products

Leadership

Troubleshooting skills

Communication skills

Process optimization techniques

Education

Bachelor’s degree in Engineering

Technical Management

Tools

Lean

Six Sigma

Job description

Senior Manager, Project & Technical Services

Location: Richmond Hill, Ontario, Canada

About Us:
Amico is a leading manufacturer of medical equipment, dedicated to delivering innovative solutions that enhance patient care. Our Mobility and Clinical divisions specialize in designing and manufacturing custom OEM products for healthcare environments, ensuring top-tier functionality, safety, and compliance.

Position Overview:

We are seeking a hands-on Senior Manager of Project and Technical Services to lead and build our customer technical support and installation service operations. This role involves managing technical inquiries, installation support, and service coordination across both Amico Mobility and Clinical product lines. The ideal candidate will bring strong leadership, problem-solving skills, and technical expertise in custom OEM products, ensuring seamless support for our customers.

This position requires 10-15% travel to the U.S., and the candidate must be available for on-call support outside of standard working hours as needed.

Key Responsibilities:

Technical Support & Service Management:

1. Lead and grow the technical support team, ensuring high-quality service response for customer installations and troubleshooting.
2. Oversee all aspects of customer technical support, ensuring timely resolution of inquiries and escalations.
3. Establish and manage KPIs for response times, resolution rates, and customer satisfaction.
4. Develop and maintain technical documentation, SOPs, and service best practices to improve efficiency and consistency.
5. Act as the primary escalation point for critical service issues, driving quick and effective resolutions.

Installation & Project Management:

1. Oversee the technical aspects of product installations, ensuring compliance with specifications and regulatory requirements.
2. Provide hands-on support for complex installation challenges and integration of custom OEM products.
3. Work closely with cross-functional teams (Engineering, R&D, Sales, and Manufacturing) to address customer-specific technical challenges.
4. Define and improve installation best practices and documentation to ensure long-term success.

Service Revenue & Cost Optimization:

1. Develop service revenue models, including structured service agreements, warranties, and support plans.
2. Monitor service-related expenses and implement cost-reduction strategies without compromising service quality.
3. Develop and track financial KPIs, such as service revenue vs. cost, warranty vs. non-warranty repairs, and service charge waivers.
4. Explore new revenue opportunities in service partnerships and aftermarket solutions.

Service Network Expansion & Strategic Growth:

1. Develop and manage new service partners in key regions to improve response times and service availability.
2. Build a scalable support infrastructure, preparing the department for future business growth.
3. Ensure seamless service integration for new products and custom OEM solutions.
4. Implement customer training programs to reduce service calls and improve self-sufficiency.

On-Call & Travel Requirements:

1. Be available for on-call support for urgent technical issues outside standard working hours.
2. Travel 10-15% of the time to U.S. sites for customer visits, service partner development, and hands-on technical support.

Qualifications:

Education & Experience:

1. Bachelor’s degree in Engineering, Technical Management, or a related field.
2. 5-10 years of hands-on experience in technical support, field service, or project management roles.
3. Strong background in custom OEM products and experience supporting customer-specific technical solutions.
4. Previous experience working in medical devices, industrial equipment, or highly regulated industries preferred.

Technical & Leadership Skills:

1. Hands-on problem-solving approach with strong troubleshooting skills for technical issues.
2. Demonstrated ability to lead and grow a technical service team.
3. Expertise in developing technical service processes, SOPs, and training programs.
4. Strong verbal and written communication skills, with the ability to explain complex technical information to non-technical stakeholders.
5. Ability to work in high-pressure environments, balancing customer demands with internal priorities.
6. Experience with Lean, Six Sigma, and process optimization techniques is a plus.

Why Join Amico?

1. Opportunity to build and scale a critical technical support and installation department.
2. Exposure to cutting-edge medical technologies and custom OEM solutions.
3. Work in a fast-paced, collaborative environment with a company dedicated to innovation.
4. Competitive salary, benefits, and professional growth opportunities.