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IT Solutions Architect
2 months ago
Héroux-Devtek is a leading aerospace company that specializes in the design, qualification, manufacture, and repair of landing gears and flight critical components. With a strong presence in North America and Europe, the company has established itself as a leader in the aerospace industry.
Job SummaryWe are seeking an IT Global Tech Leader to join our team. The successful candidate will be responsible for collaborating with colleagues to establish and implement a global vision and strategy for the evolution of our technological solutions. This role involves continuously improving these solutions to provide users with the best possible tools adapted to changing environmental constraints.
Main Responsibilities- Team Leadership: Manage and lead a team of technical support specialists.
- Customer Support Management: Ensure timely and effective resolution of customer issues and inquiries; manage escalated customer issues and ensure prompt resolution; monitor customer feedback and implement improvements to enhance customer satisfaction levels; prepare and send communications on behalf of the IT team.
- Process Improvement: Develop and optimize processes and workflows to improve efficiency and effectiveness of technical support operations; implement quality assurance processes to maintain high standards of service delivery.
- Reporting and Analytics: Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement; prepare regular reports for management on technical support metrics, trends, and issues.
- Collaboration: Work closely with other IT and Business teams to address customer needs and improve products/services; relay customer feedback and insights to relevant teams for product/service enhancement.
- Vendor Management: Manage relationships with third-party vendors and service providers to ensure seamless service delivery.
- Customer Education: Develop and maintain user manuals, knowledge base articles, and other support documentation to assist customers; coordinate and conduct training programs for customers to enhance their technical knowledge and self-service capabilities.
- P1 Incidents Quarterback: Participate in the rotation to manage P1 Incidents after hours (Canada EST/EDT) and weekends; act as the first point of contact during business hours (Canada EST/EDT).
- Good communication skills in both English and French, verbally and in writing.
- Ability to manage multiple tight deadlines and manage internal customer expectations.
- Results-oriented with strong problem-solving capabilities.
- Ability to manage, organize, and complete workload autonomously.
- Seeks durable, conceptually coherent, and well-structured solutions.
- Good team player with the ability to share and discuss potential solutions.
- Flexible and able to adapt to a constantly changing environment.
- Confident yet willing to ask questions and consult others to effectively perform work.
- Dedicated and ready to invest in the role.
