Customer Support Manager

Job Responsibility: Company Information We are a Canadian clean technology company that has developed the world's first self-configuring smart lighting system. Our revolutionary technology leverages machine learning-based lighting control to maximize energy efficiency while delivering state-of-the-art automation and seamless user experiences. Our mission is to conserve energy while providing cutting-edge, intelligent lighting solutions that reduce costs, optimize building performance, and support sustainability initiatives. Position Overview We are seeking a Customer Support Manager to lead and manage our Field Application Engineers (FAEs) and Technical Support Engineers, ensuring high-quality support for customers throughout the entire lifecycle—from bill of materials (BOM) creation to installation, commissioning, and technical issue resolution. This is a dual reporting role, where the candidate will report to both Operations and Sales, ensuring that customer support aligns with both operational efficiency and sales growth objectives. The ideal candidate will balance technical support, project management, and quality assurance while maintaining a strong focus on customer satisfaction. You will work closely with customers, partners, and internal teams to streamline deployment, optimize post-installation support, and enhance the overall customer experience. Key Responsibilities Team Leadership & Management

• Lead, mentor, and manage a team of Field Application Engineers (FAEs) and Technical Support Engineers to provide best-in-class customer support.
• Develop training programs to enhance technical knowledge and problem-solving capabilities within the support team.
• Oversee workload distribution, set priorities, and ensure the team meets SLAs and key performance metrics.
• Collaborate with Operations to improve internal processes and support scalability.
• Work with Sales to provide technical insights that support pre-sales activities, drive customer engagement, and enhance product adoption.

Customer & Technical Support

• Serve as the escalation point for high-priority technical issues, ensuring timely resolution by coordinating Tier 2 and Tier 3 technical support where required.
• Diagnose and troubleshoot hardware, software, networking, and electrical issues related to smart lighting control systems.
• Utilize command line interfaces (CLI) and scripting for system diagnostics, testing, and configuration.
• Provide hands-on and remote support for system commissioning and technical troubleshooting.

Project & Quality Assurance Management

• Oversee customer support projects, ensuring seamless deployment, commissioning, and troubleshooting.
• Implement and maintain quality assurance processes to analyze support cases, track resolution effectiveness, and reduce recurring technical issues.
• Coordinate with Operations to streamline support workflows and improve efficiency.
• Act as the liaison between customers and the internal order fulfillment team to ensure products are delivered according to schedule.

Sales & Customer Engagement

• Work with Sales to support customer pre-sales engagements, including technical presentations and product demonstrations.
• Assist customers from BOM creation through post-installation support to ensure smooth system deployment.
• Provide on-site support (up to 25% travel) for troubleshooting, training, and system commissioning.
• Deliver reports on customer feedback, issue resolution trends, and key performance metrics to both Operations and Sales leadership.

Required Skills & Qualifications Leadership & Management Experience

• Proven experience managing technical support teams or field application engineers in a customer-facing role.
• Strong ability to coach and mentor engineers while fostering a customer-first team culture.

Technical Expertise

• Knowledge of basic electrical wiring for lighting control (product-specific training to be provided).
• Basic knowledge of AutoCAD for reviewing and understanding lighting layouts and system schematics.
• Proficiency with command line interfaces (CLI) and scripting for troubleshooting.
• Strong problem-solving skills for debugging hardware, software, and networking issues.
• Familiarity with networking protocols, system logs, and firmware updates.
• Experience with SalesForce CRM, AutoCAD, Azure DevOps, and Microsoft project management tools (on-the-job training will be provided to successful applicants that have used similar tools).

Electrical & Lighting Knowledge

• Understanding of commercial electrical wiring and lighting control systems.
• Ability to interpret wiring diagrams and troubleshoot low-voltage and line AC voltage connections.

Project Management & Quality Assurance

• Experience managing customer support projects, coordinating with internal teams, and ensuring successful deployments.
• Ability to track, analyze, and improve support processes, ensuring high-quality customer interactions and resolutions.

Customer & Sales Support

• Strong ability to work with Sales teams to support pre-sales engagements and customer onboarding.
• Experience in customer-facing roles, providing technical guidance and post-installation support.

Soft Skills

• Excellent communication and interpersonal skills.
• Ability to explain complex technical concepts to both technical and non-technical audiences.
• Strong organizational skills with attention to detail.

Other Requirements

• Ability to work independently and collaboratively across Operations and Sales teams.
• Willingness to travel up to 25% for on-site support, training, and system commissioning.

Preferred Qualifications

• Experience in lighting control, building automation, or IoT solutions.
• Familiarity with BACnet, DALI, Modbus, MQTT, wireless technologies, cybersecurity, and mesh networks.
• Hands-on experience with Linux-based systems and embedded devices.
• Project Management or Quality Assurance certifications (e.g., PMP, Six Sigma, ITIL) are a plus.

Why Join Us?

• Revolutionary Clean Tech : Join a Canadian company that has developed a first-of-its-kind, self-configuring smart lighting system that is transforming the industry.
• Impact : Play a pivotal role in both Operations and Sales , ensuring seamless customer experiences.
• Growth : Lead a dynamic team in the rapidly growing smart lighting and clean energy industry .
• Technology : Work with cutting-edge machine learning, IoT, and lighting automation solutions.
• Collaboration : Work closely with Engineering, Sales, and Operations to enhance customer support strategies.
• Career Advancement : Opportunities for professional development and leadership growth.

If you are a technically skilled leader with experience in customer support, project management, quality assurance, and sales collaboration, we'd love to hear from you! Apply Now!

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