Senior Manager, Technical & Support
501-2000
Energy
- Provide high-level direction for technical and support operations across residential, commercial, and industrial gas customers, ensuring alignment with organizational goals.
- Oversee the formulation and enforcement of policies and procedures, ensuring compliance with industry standards and regulatory requirements.
- Guide operational managers in executing strategic initiatives and achieving service excellence while maintaining operational efficiency.
- Lead and mentor managers who oversee engineers, field technicians, and support staff, ensuring the teams meet performance and service standards.
- Drive career development and ensure that training and certification programs are aligned with industry requirements.
- Provide strategic oversight to ensure effective technical troubleshooting and on-site support for customer installations, gas meters, regulators, and appliances.
- Ensure that service requests, complaints, and escalations are handled effectively by the team, with a focus on long-term solutions.
- Collaborate with customer service teams to incorporate technical feedback into broader service improvements.
- Identify opportunities for improving workflows, fault reporting, and issue resolution processes, delegating implementation to operational managers.
- Ensure that SOPs, safety protocols, and operational checklists are regularly updated to reflect industry best practices.
- Monitor service data trends and guide managers in implementing preventive measures for recurring issues.
- Ensure that technical support operations are fully compliant with internal safety standards, gas regulations, and licensing conditions.
- Provide strategic oversight for incident investigations, safety audits, and risk assessments, collaborating with managers to implement corrective actions.
- Promote safety awareness and ensure that field teams follow established work procedures and use of PPE.
- Act as the key point of communication between technical operations and the Head of Department, providing strategic updates and performance reports.
- Work closely with Operations, Projects, HSSE, and Customer Service teams to ensure smooth service continuity and support project execution.
- Guide the preparation of reports on department performance, issue trends, and resource needs for senior management.
- Oversee the strategic management of external contractors, vendors, and service providers to ensure work quality and adherence to specifications.
- Recommend and guide the adoption of new tools, technologies, or systems to enhance efficiency and effectiveness.
Experience:
- Bachelor's degree in mechanical, Electrical, or Instrumentation Engineering, or a related field.
- 10 years of experience in technical operations or field support within the gas, utilities, or energy sector, with at least 4 years in a managerial or senior leadership role.
- Strong understanding of gas distribution systems, customer installations, and technical support operations across residential, commercial, and industrial sectors.
- Proven experience in strategic leadership, policy development, and cross-functional coordination.
- Familiarity with industry frameworks (e.g., ITIL, ISO, Six Sigma), CMMS tools, and regulatory compliance standards.
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JOB SUMMARY
Senior Manager, Technical & Support