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Project Manager of Technical Services

2 weeks ago

Ottawa, Ontario, Canada Amico Corporation Full time

Job Summary

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We are seeking a hands-on Senior Manager of Project and Technical Services to lead and build our customer technical support and installation service operations.

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About the Role

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This position involves managing technical inquiries, installation support, and service coordination across both Amico Mobility and Clinical product lines.

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The ideal candidate will bring strong leadership, problem-solving skills, and technical expertise in custom OEM products, ensuring seamless support for our customers.

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Key Responsibilities

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  • Lead and grow the technical support team, ensuring high-quality service response for customer installations and troubleshooting.">
  • Oversee all aspects of customer technical support, ensuring timely resolution of inquiries and escalations.">
  • Establish and manage KPIs for response times, resolution rates, and customer satisfaction.">
  • Develop and maintain technical documentation, SOPs, and service best practices to improve efficiency and consistency.">
  • Act as the primary escalation point for critical service issues, driving quick and effective resolutions.">
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Installation & Project Management

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  • Oversee the technical aspects of product installations, ensuring compliance with specifications and regulatory requirements.">
  • Provide hands-on support for complex installation challenges and integration of custom OEM products.">
  • Work closely with cross-functional teams (Engineering, R&D, Sales, and Manufacturing) to address customer-specific technical challenges.">
  • Define and improve installation best practices and documentation to ensure long-term success.">
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Service Revenue & Cost Optimization

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  • Develop service revenue models, including structured service agreements, warranties, and support plans.">
  • Monitor service-related expenses and implement cost-reduction strategies without compromising service quality.">
  • Develop and track financial KPIs, such as service revenue vs. cost, warranty vs. non-warranty repairs, and service charge waivers.">
  • Explore new revenue opportunities in service partnerships and aftermarket solutions.">
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Qualifications

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  • Bachelor's degree in Engineering, Technical Management, or a related field.">
  • 5-10 years of hands-on experience in technical support, field service, or project management roles.">
  • Strong background in custom OEM products and experience supporting customer-specific technical solutions.">
  • Previous experience working in medical devices, industrial equipment, or highly regulated industries preferred.">
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Why Join Us

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  • Opportunity to build and scale a critical technical support and installation department.">
  • Exposure to cutting-edge medical technologies and custom OEM solutions.">
  • Work in a fast-paced, collaborative environment with a company dedicated to innovation.">
  • Competitive salary, benefits, and professional growth opportunities.">
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Contact Information

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Please submit your application through our website.