Technical Support Manager

Location:

Rexdale, Ontario, Canada

Job ID:

R0087012

Date Posted:

2025-04-02

Company Name:

HITACHI HIGH-TECH CANADA, INC.

Profession (Job Category):

Communications & Corporate Affairs

Job Schedule: 

Full time

Remote:

No

Job Description:

Responsible for planning, organizing, and controlling the activities of the Technical Support Group.  Oversees technical support activities and is responsible for supporting field technical support staff nationwide.  Ensures appropriate records are maintained and that technical documentation is provided.  Resolve customer problems/complaints/issues, utilizing all appropriate channels. Ensures that appropriate resources, including those of other Hitachi department [e.g., employees, material, funds, time] are available and utilized to resolve equipment problems, and that recurrence of problems is minimized. Assists other HTC departments in responding to Customer specials where needed, RFQs and technical presentations, as needed.  Ensures that the appropriate procedures for testing and troubleshooting systems [including PM] are developed, tested, documented and disseminated to appropriate areas.  Work with NPI personnel to ensure all technical information and training materials are available to ensure smooth transfer of technical knowledge to TSG and field support personnel to ensure success of newly released products.   Process, track and maintain ECN’s, after-action review (aka postmortems), Service Memos, etc working in conjunction with field service management.  Maintains liaison with Hitachi factory, R&D, QA Inspection, and Sales to ensure quality service support and customer satisfaction.  

Primary Responsibilities

• Planning, organizing, and directing the support activities of the technical support department in concert with corporate and department goals and objectives.  (E)

• Preparing, overseeing, and evaluating training courses for service personnel and customers to ensure course content is technically accurate and timely presented.  (E)

• Scheduling assignments, projects, and training activities for assigned support personnel.   (E)

• Acting as a liaison between Hitachi factories and the HTC service department in the transfer of product information and service technology.  (E)

• Maintaining accurate training records for all subordinate personnel and customers as they are trained.  (E)

• Preparing technically accurate documentation on service and repair instructions, and other materials issued for the Services department and customers, as well as maintaining accurate and pertinent service support records.  (E)

• Coordinating activities with R&D and product groups in the development of EM products.  (E)

• Travelling domestically and internationally to assigned customer sites and other locations to assist in resolution of technical issues.  (E)

Education

• B.S. degree in Electronics or equivalent experience. (E)

• Supervisory training or completion of leadership development courses is desirable.  (NE)

Experience and Travel Requirements

• Minimum of ten (10) years’ experience providing service support for instrumentation handled by HTC (EM, E-Beam, Vacuum systems, Analytical equipment, etc.)  (E)

• Experience serving as a liaison between the field and the factory to effectively communicate and resolve instrument problems.  (E)

• Experience analyzing and resolving complex instrument issues.  (E)

• Experience developing and coordinating instrument training for both customers and service engineers.  (NE)

Skills and Abilities Requirements

• Good planning and organizational skills.  (E)

• Demonstrated technical competence/engineering with electron microscope equipment (E)

• PC proficiency in Windows software.   (E)

• Excellent interpersonal skills and ability to effectively communicate with customers, service department personnel, other departments, and third parties.   (E)

• Ability to exercise sound and prudent judgement.   (E)

Safety Requirements

• Follow all safety protocol and procedures as outlined at HTC and applicable customer sites

• Complete all safety trainings as required by HTC and customer training

Physical and Mental Requirements

• Ability to read with or without accommodation. {E}

• Ability to listen and speak on phone and in person with or without accommodation. {E}

• Ability to reach and move from place to place with or without accommodation. {E}

• Be able to use the computer with or without accommodation. {E}