Manager, Technical Support – Projects & Services (Global)

Qualitrol; Belfast City District; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Global leadership

Escalation management

Troubleshooting

Cross-functional collaboration

Stakeholder management

Communication

Education

Electrical/Electronics engineering

Advanced degree preferred

Tools

Salesforce

JIRA

Job description

Toronto, ON, CanadaManager, Technical Support – Projects & Services (Global)Job SummaryLeads the global technical support function across all Qualitrol product lines supporting Projects & Services, including Generation (Toronto), CBM (Fairport), and Grid & GIS (Belfast).Integrates factory-based expertise with regional field support and standardized global systems to enable effective project execution, rapid issue resolution, and continuous product improvement.Serves as the single point of technical accountability across the project lifecycle, owning escalation, governance, and performance of the global technical support function, and acting as the primary interface between End User, Field Service, Engineering, and Quality.Duties & Responsibilities1. Global Technical Support LeadershipLead a distributed network of factory-based and regional technical support personnelOwn advanced escalation for complex product issuesStandardize support processes, tools, and documentation across all product linesEnsure consistent global technical capability, response quality, and customer experience2. Cross-Product & Cross-Site IntegrationAlign technical support across:Generation (Toronto)CBM (Fairport)Grid & GIS (Belfast)Establish common diagnostics, troubleshooting methodologies, and knowledge managementDefine global standards for issue resolution and product serviceability3. Project Lifecycle & Customer SupportProvide technical support across key execution and lifecycle phases:Commissioning and deployment troubleshootingAfter-warranty technical supportSupport consistent customer experience across all regions and entry points4. Global Intake, Systems & Automation EnablementOwn and standardize global case intake and management processes (Salesforce as system of record)Implement automation and AI-enabled capabilities for:Case intake, routing, and triageCase assignment and prioritizationKnowledge base and self-service toolsEstablish a single global customer entry point (email/phone) for technical support5. Cross-Functional Liaison (Critical Role)Act as the primary integration and escalation authority between:Field ServiceDefine escalation pathways and ownership boundariesAlign support with commissioning readiness and field issue resolutionEngineeringEscalate systemic product and design issuesDrive feedback into reliability, robustness, and serviceability improvementsEnable structured linkage between support cases and engineering systems (e.g., JIRA)QualityProvide technical ownership for NCR, RMA, and field failure inputsSupport root cause investigations and corrective actions6. Performance Management & Continuous ImprovementDefine and manage global KPIs:Issue resolution cycle timeFirst-time fix rateRepeat failure ratesCustomer satisfaction (NPS or equivalent)Lead structured root cause problem solving (e.g., 5-Why, RCCA) for systemic issuesStandardize and drive PIR (Problem Investigation Report) processes globallyDrive continuous improvement across products, regions, and support processes7. Operating ModelEstablish and enforce global TST governance, including:Site-level weekly TST cadenceGlobal priority review forumsStandardized escalation and decision-making frameworksDefine clear ownership, escalation paths, and decision rights across functionsEnsure alignment and consistency across all regional support teams8. Systems & GovernanceOwn global support systems, including ticketing, knowledge base, and analytics platformsEnsure alignment with QMS processes and governance requirementsDrive visibility and reporting of technical issues, systemic risks, and performance trendsRequirementsEducationBachelor’s Degree in Electrical Engineering, Electronics, or related field (required)Advanced degree or professional designation (e.g., P.Eng.) preferredExperienceRequired7+ years in technical support, engineering, or field serviceExperience across multiple product lines or complex systemsDemonstrated leadership in global or multi-site environmentsStrong troubleshooting and structured problem-solving capabilityPreferredExperience in project-based delivery or commissioning environmentsBackground in power systems, monitoring, or industrial diagnosticsExperience with enterprise systems (e.g., Salesforce, JIRA) and support workflowsExposure to automation or AI-enabled support environmentsCommunicationStrong communication across technical and non-technical audiencesProven ability to influence across engineering, service, and quality functionsEffective leadership across global teams and time zonesEffort FactorsPhysical DemandsTravel to manufacturing and customer sites as requiredExposure to industrial environmentsMental DemandsHigh level of analytical and problem-solving capabilityAbility to manage complex, cross-functional issuesStrong prioritization and decision-making under pressureWorking ConditionsHybrid working model with global coordination responsibilitiesRegular interaction with international teams and customers#LI-PW1Ralliant Corporation OverviewRalliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we're building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.About QualitrolQUALITROL manufactures monitoring and protection devices for high value electrical assets and OEM manufacturing companies. Established in 1945, QUALITROL produces thousands of different types of products on demand and customized to meet our individual customers’ needs. We are the largest and most trusted global leader for partial discharge monitoring, asset protection equipment and information products across power generation, transmission, and distribution. At Qualitrol, we are redefining condition-based monitoring.We Are an Equal Opportunity Employer. Ralliant Corporation and all Ralliant Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Ralliant and all Ralliant Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail] may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes compared to job descriptions, masking data to prevent bias, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans.This posted role is to fill an existing vacancy.