Technical Field Support Lead - EV and Transit - Ottawa

Randstad Canada; Ottawa; On-site; CAD 95,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Benefits from day one

Professional growth

Dynamic work environment

Ottawa location

Job summary

Randstad Canada is seeking a Customer Support Manager for Electric & Hybrid Vehicles based in Ottawa, Ontario. This permanent, full-time role leads field service operations, quality data management, and client engagement across heavy‑duty vehicle platforms.

You will oversee technicians, drive warranty cost reduction, manage fleet service campaigns, and coordinate with engineering teams to deliver customer‑first solutions while upholding safety and confidentiality standards.

Qualifications

• 5–10 years hands-on technical experience in commercial vehicle or automotive sector (electric/hybrid heavy‑duty bus preferred).
• Bachelor's degree in Electrical, Mechanical, Electromechanical or Systems Engineering preferred; equivalent combination considered.
• Strong knowledge of high‑voltage systems and propulsion; ability to analyze performance data and warranty trends.

Responsibilities

• Oversee field service technicians in troubleshooting, diagnostics, parts procurement, and repairs on heavy‑duty platforms.
• Lead Market Quality Report (MQR) processes to track and reduce repeat failures and warranty costs.
• Conduct root‑cause analysis and manage fleet‑wide service campaigns.

Skills

High-voltage systems

Electric propulsion

Vehicle diagnostics

Education

Bachelor's degree in Electrical Engineering

Bachelor's degree in Mechanical Engineering

Systems Engineering background

Tools

CAN bus

J1939 protocols

Vector datalogger

Job description

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.
• Great Ottawa Location: One great home base with opportunities for occasional site and supplier visits.

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!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity‑seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non‑binary/gender non‑conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to [e-mail] to ensure their ability to fully participate in the interview process.

This posting is for existing and upcoming vacancies.