Engineering Manager - Service Contact Center

New

CanadaFull-TimeManager

SalaryCAD $101,184 to $178,500

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Job Details

Required Skills: Project ManagementPeople ManagementOperations ManagementCRMCustomer support

Bachelor's or Master's degree in Engineering, Science, Technology, or a related field, or equivalent experience.
Proven experience leading technical support, engineering, or customer service teams in a managerial capacity.
Demonstrated ability to lead operational processes, cross-functional projects, and continuous improvement.
Experience managing technical support operations involving hardware, software, or scientific instrumentation is highly desirable.
Strong leadership, coaching, mentoring, and people development skills.
Excellent analytical, problem-solving, organizational, and decision-making abilities.
Strong communication and stakeholder management skills for cross-functional collaboration.
Experience with CRM platforms such as SAP CRM, C4C, or Sinch is preferred.
Commitment to delivering exceptional customer experiences.
Willingness to travel occasionally (approximately 10%).

Lead, coach, and develop a team of Remote Service Engineers across multiple experience levels.
Establish clear performance objectives through regular coaching, case reviews, and feedback.
Build and maintain a strong talent pipeline supporting recruitment and retention.
Ensure timely resolution of hardware, software, and scientific application issues.
Monitor and improve key performance indicators like resolution times and customer satisfaction.
Partner with field service and commercial teams to ensure service continuity.
Oversee technical support for instrumentation, software platforms, and workflows.
Drive knowledge management and documentation standards.
Ensure consistent CRM usage and operational process adherence.
Identify performance trends and implement process improvements.

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