{"id":1770402,"url":"https://alion.io/job/ralliant-manager-technical-support-projects-services-global","title":"Manager, Technical Support – Projects & Services (Global)","company":{"id":2241821,"name":"Ralliant","domain":"ralliant.com","url":"https://alion.io/company/ralliant","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":75,"open_postings":19,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":102000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-03T11:59:50Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-10-06T21:11:14Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Manager, Technical Support - Projects & Services (Global)\nJob Summary\nLeads the global technical support function across all Qualitrol product lines supporting Projects & Services, including Generation (Toronto), CBM (Fairport), and Grid & GIS (Belfast).\nIntegrates factory-based expertise with regional field support and standardized global systems to enable effective project execution, rapid issue resolution, and continuous product improvement.\nServes 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.\nDuties & Responsibilities\n1. Global Technical Support Leadership\nLead a distributed network of factory-based and regional technical support personnel\nOwn advanced escalation for complex product issues\nStandardize support processes, tools, and documentation across all product lines\nEnsure consistent global technical capability, response quality, and customer experience\n2. Cross-Product & Cross-Site Integration\nAlign technical support across: Generation (Toronto)\nCBM (Fairport)\nGrid & GIS (Belfast)\n\nEstablish common diagnostics, troubleshooting methodologies, and knowledge management\nDefine global standards for issue resolution and product serviceability\n3. Project Lifecycle & Customer Support\nProvide technical support across key execution and lifecycle phases: Commissioning and deployment troubleshooting\nAfter-warranty technical support\n\nSupport consistent customer experience across all regions and entry points\n4. Global Intake, Systems & Automation Enablement\nOwn and standardize global case intake and management processes (Salesforce as system of record)\nImplement automation and AI-enabled capabilities for: Case intake, routing, and triage\nCase assignment and prioritization\nKnowledge base and self-service tools\n\nEstablish a single global customer entry point (email/phone) for technical support\n5. Cross-Functional Liaison (Critical Role)\nAct as the primary integration and escalation authority between:\nField Service\nDefine escalation pathways and ownership boundaries\n\nAlign support with commissioning readiness and field issue resolution\n\nEngineering\nEscalate systemic product and design issues\n\nDrive feedback into reliability, robustness, and serviceability improvements\n\nEnable structured linkage between support cases and engineering systems (e.g., JIRA)\n\nQuality\nProvide technical ownership for NCR, RMA, and field failure inputs\n\nSupport root cause investigations and corrective actions\n\n6. Performance Management & Continuous Improvement\nDefine and manage global KPIs: Issue resolution cycle time\nFirst-time fix rate\nRepeat failure rates\nCustomer satisfaction (NPS or equivalent)\n\nLead structured root cause problem solving (e.g., 5-Why, RCCA) for systemic issues\nStandardize and drive PIR (Problem Investigation Report) processes globally\nDrive continuous improvement across products, regions, and support processes\n7. Operating Model\nEstablish and enforce global TST governance, including: Site-level weekly TST cadence\nGlobal priority review forums\nStandardized escalation and decision-making frameworks\n\nDefine clear ownership, escalation paths, and decision rights across functions\nEnsure alignment and consistency across all regional support teams\n8. Systems & Governance\nOwn global support systems, including ticketing, knowledge base, and analytics platforms\nEnsure alignment with QMS processes and governance requirements\nDrive visibility and reporting of technical issues, systemic risks, and performance trends\nRequirements\nEducation\nBachelor’s Degree in Electrical Engineering, Electronics, or related field (required)\nAdvanced degree or professional designation (e.g., P.Eng.) preferred\nExperience\nRequired\n7+ years in technical support, engineering, or field service\nExperience across multiple product lines or complex systems\nDemonstrated leadership in global or multi-site environments\nStrong troubleshooting and structured problem-solving capability\nPreferred\nExperience in project-based delivery or commissioning environments\nBackground in power systems, monitoring, or industrial diagnostics\nExperience with enterprise systems (e.g., Salesforce, JIRA) and support workflows\nExposure to automation or AI-enabled support environments\nCommunication\nStrong communication across technical and non-technical audiences\nProven ability to influence across engineering, service, and quality functions\nEffective leadership across global teams and time zones\nEffort Factors\nPhysical Demands\nTravel to manufacturing and customer sites as required\nExposure to industrial environments\nMental Demands\nHigh level of analytical and problem-solving capability\nAbility to manage complex, cross-functional issues\nStrong prioritization and decision-making under pressure\nWorking Conditions\nHybrid working model with global coordination responsibilities\nRegular interaction with international teams and customers","description_format":"text","description_chars":5056,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Hybrid work"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-03T15:22:23Z"}],"visa":[],"liveness":{"score":63,"band":"ok","label":"Likely open","p_open":1,"p_active":0.632,"p_room":1,"age_days":2,"expected_fill_days":39,"reasons":["conf:1","stale_co","velocity","win:early","comp:brand"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/ralliant-manager-technical-support-projects-services-global","json_url":"https://alion.io/job/ralliant-manager-technical-support-projects-services-global.json","meta":{"generated_at":"2026-10-06T22:15:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2475,"day_limit":5000,"remaining_today":2525,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2241821},"rest":"https://alion.io/mcp/rest/get_company?id=2241821"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fralliant-manager-technical-support-projects-services-global"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fralliant-manager-technical-support-projects-services-global"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fralliant-manager-technical-support-projects-services-global"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ralliant-manager-technical-support-projects-services-global\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fralliant-manager-technical-support-projects-services-global"}]}