Global Tech Support Leader - Projects & Services

Qualitrol; Belfast City District; Híbrido; GBP 90.000 - 120.000; Jornada completa

Descripción de la vacante

Qualitrol seeks a Manager, Technical Support – Projects & Services (Global) to lead the global technical support across all product lines, integrating factory expertise with regional field support. You will own escalation, governance, and performance of the global support function, and liaise between End User, Field Service, Engineering and Quality.

The role spans Toronto, Fairport, and Belfast with a hybrid work model, demanding strong leadership, problem solving, and global coordination across

Formación

• 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.
• Experience with enterprise systems (Salesforce, JIRA) and support workflows.
• Exposure to automation or AI-enabled support environments.
• Excellent communication across technical and non-technical audiences.

Responsabilidades

• 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.
• Align technical support across Toronto, CBM, and Belfast sites.
• Provide technical support across commissioning, deployment, and after-warranty phases.
• Own global case intake and management processes (Salesforce as system of record).
• Implement automation and AI-enabled capabilities for case routing, triage, and knowledge management.
• Drive KPIs and continuous improvement for global support across regions.

Conocimientos

Global leadership

Escalation management

Troubleshooting

Cross-functional collaboration

Stakeholder management

Communication

Educación

Electrical/Electronics engineering

Advanced degree preferred

Herramientas

Salesforce

JIRA

Descripción del empleo

Qualitrol seeks a Manager, Technical Support – Projects & Services (Global) to lead the global technical support across all product lines, integrating factory expertise with regional field support. You will own escalation, governance, and performance of the global support function, and liaise between End User, Field Service, Engineering and Quality.

The role spans Toronto, Fairport, and Belfast with a hybrid work model, demanding strong leadership, problem solving, and global coordination across