Job Description Summary

Job Description

Key Responsibilities

Leadership & Team Development

• Lead and develop the CIC L2 Technical Support team (Wireless and Optical) fostering collaboration between the Rochester Vancouver and Markham sites.
• Coach mentor and grow technical specialists to enhance product knowledge troubleshooting discipline and professional communication.
• Establish team goals aligned with regional and global service objectives promoting ownership and accountability.
• Conduct regular 1:1s performance reviews and knowledge-sharing sessions to sustain engagement and capability growth.

Operational & Technical Excellence

• Oversee day-to-day case operations ensuring SLA adherence consistent quality and proactive issue resolution.
• Drive best-in-class case management practices leveraging Salesforce (SFDC) Phone System/Voice analytics and dashboard metrics.
• Coordinate escalations with L3/L4 Engineering and Product Line teams to ensure thorough root-cause analysis and corrective actions.
• Champion continuous improvement in tools processes and documentation including knowledge base content and training assets.
• Guide lab replication and validation activities to accelerate resolution of complex field issues.

Cross-Functional Collaboration

• Serve as the primary interface between Technical Support Product Line and Engineering teams to surface field trends and systemic issues.
• Collaborate with Product Management to influence new product introduction (NPI) readiness technical documentation and support enablement.
• Partner with Quality and Commercial Operations to track and communicate customer experience metrics (CEI CSAT NPS).
• Contribute to strategic initiatives improving case prioritization workflow automation (GridBot Salesforce integration) and regional standardization.

Customer Engagement & Escalations

• Act as a senior escalation point for key customer cases in both Wireless and Optical domains.
• Review and present case summaries performance metrics and root-cause findings to internal and external stakeholders.
• Ensure timely and transparent communication to customers during critical or high-impact incidents.
• Promote a strong Voice-of-Customer (VOC) culture driving systemic changes based on feedback from utilities partners and OEM clients.

Required Qualifications

• Bachelors Degree in Electrical Engineering Computer Engineering or related technical discipline or equivalent work experience.
• Minimum 5 years of experience in communications systems networking or substation automation including technical support or field operations.
• Proven leadership or supervisory experience within a technical or customer-facing support environment.
• Strong understanding of wireless and optical communications technologies including IP networking LTE/5G SONET/SDH MPLS-TP or Ethernet.
• Experience managing distributed teams across multiple sites and remote resources or product lines.
• Demonstrate ability to drive process improvement and deliver measurable performance outcomes.
• Excellent interpersonal communication and organizational skills with the ability to influence across functions and geographies.

Desired Characteristics

• Familiarity with GE Lentronics and GE MDS (or comparable industrial networking and communications systems).
• Working knowledge of Salesforce CRM and customer analytics/reporting tools.
• Certifications such as CCNA CCNP or PMP are an asset.
• Strong analytical mindset with the ability to balance technical problem-solving and customer satisfaction.
• Adaptable to changing priorities and comfortable leading through ambiguity.
• Passion for coaching and building high-performing customer-centric technical teams.

Travel Requirement

• Ability and willingness to travel up to 25% for customer meetings training and internal collaboration between Rochester and Markham locations.

Additional Information