Technical Support Manager

RBR Ltd - Ottawa, ON (30+ days ago)

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RBR creates instruments to measure the blue planet. From the ocean abyss to the polar ice cap, our sensors track water parameters such as temperature, depth, salinity, dissolved gases, and many others. RBR equipment enables researchers to develop innovative measurement solutions that are deployed in the surf zone, mounted on underwater drones, dropped out of planes, towed behind boats, and sent to the bottom of the deep ocean.

As a Technical Support Manager at RBR, you will have the opportunity to work with an innovative line of products designed for the purpose of understanding our blue planet. The Technical Support Manager will be a hands-on problem solver who has the ability to manage a small dedicated team with a mission to be at the service of our customers and their success as is our overriding goal.

Over the last five years, we’ve grown 20% annually and are now ~65 people. We’ve been recognised for three years by Growth 500 and have won a Best Ottawa Business Award.

We provide a balanced work environment complete with a very competitive compensation package.

Key Responsibilities:
Hands-on debugging of scientific instrumentation returned for general repair or warranty work;
Managing the quoting of services for instruments returned and the work order flow of products in for repair;
Responsible for recommending and implementing continuous improvement of processes and procedures;
Managing support department staff and preparing performance reviews and development plans;
Communicating with customers to clarify product issues or problems;
Maintains a team working relationship with other departments and keeps the necessary parties advised of any support issues that may impact specific departments within the Company;
Ensure customer satisfaction, product quality, and ongoing customer success with RBR’s products;
Coordinates problem resolution with engineering, customer service, and other personnel to expedite repairs.

Qualifications Required:
Technologist or Technician College diploma or the equivalent;
Minimum 5 years of related work experience with at least 2 years management experience;
Previous exposure to calibration, assessment, programming, and repair of scientific or industrial instruments;
Experience troubleshooting scientific instrumentation;
Ability to evaluate instrument data to help assess sources of problem;
Adaptable, open to change and able to work in ambiguous situations and respond to new information and unexpected circumstances;
Naturally curious and diligent problem solver;
Excellent verbal and written English communication skills;
Excellent organizational and time management skills;
Ability to work both as a team member and independently;
Experience documenting and tracking support activities.

Qualification Assets:
Completion of a Bachelors degree in Science;
Experience with Salesforce, Jira Service Desk, or similar enterprise software.

To apply, you must prepare a cover letter that explain why you want to work at RBR and what you can uniquely contribute to the team.