Technology Support Manager

Job Responsibility: Company: Finning Canada Worker Type: Permanent Position Overview: Finning is seeking a forward-thinking and service-driven Technology Support Manager to lead the performance and delivery of technology support services within our Technology Enablement & Strategy team. This role is critical in supporting our strategic direction by ensuring exceptional customer service, operational excellence, and continuous improvement across our Caterpillar technology platforms. You will lead a global team responsible for 24/7 remote support, Caterpillar product expertise, and certified training delivery across Canada and South America. If you thrive in a fast-paced, collaborative environment and are passionate about fleet and onboard technology, we want to hear from you! :

• Provide strategic direction and daily leadership to a geographically dispersed team supporting mining technology solutions across Canada and South America.
• Oversee 24/7 remote support operations, ensuring timely resolution of customer issues related to MineStar and other mining technologies.
• Guide a team of subject matter experts responsible for system performance, issue escalation to Caterpillar engineering, and continuous improvement initiatives.
• Develop and manage Finning's Mining Technology Training Program, including internal competency assessments and delivery of Caterpillar-certified training to customers and employees.
• Maintain and optimize training lab assets and bench test environments to support hands-on learning and technical troubleshooting.
• Track the success of deployed mining technology solutions, identifying trends, recurring issues, and opportunities for optimization.
• Work closely with Sales, Implementation, and Operations teams to align support strategies with business goals and customer expectations.
• Act as a key liaison between Finning, Caterpillar, and customer stakeholders to ensure alignment on support deliverables and service levels.
• Monitor and enforce compliance with service level agreements (SLAs), escalating issues as needed to maintain contractual commitments.
• Analyze and report on product failure trends, serviceability issues, and support performance metrics to drive data-informed decisions.
• Foster a strong safety-first, team-based culture within the department and across regional teams.
• Lead change initiatives related to technology upgrades, process improvements, and training enhancements, ensuring smooth transitions for internal and external stakeholders.
• Encourage collaboration and knowledge transfer across teams to build internal expertise and improve service delivery.
• Serve as a subject matter expert in mining technology support, representing Finning in industry discussions and customer engagements.
Qualifications:
• Post-secondary education in Engineering, IT, Business, or a related field.
• 3+ years of leadership experience.
• 5+ years of experience in Mining or Heavy Construction.
• Strong knowledge of mining operations and technology systems (e.g., MineStar, GPS/GNSS networking, Caterpillar Productivity Solutions).
• Proven ability to lead cross-functional teams and manage global support operations.
• Excellent communication, stakeholder engagement, and problem-solving skills.
• Proficiency in Microsoft Office tools (Excel, Word, PowerPoint, MS Project).
• Experience with training program development and delivery.
• Strong business acumen and understanding of commercial impacts of decision-making.
• Experience with asset management technology solutions.
• Familiarity with onboard safety systems, telemetry, and machine guidance/control systems.
• Knowledge of competency models, adult learning principles, and change management strategies.
Note:
• This position is based out of our head office in Edmonton.
• Permanent, full-time role.
• Monday - Friday (5x2) schedule.
• Flexible option plan benefits with varying levels of coverage from day one.
• Matching pension contributions to help you save for the future.
• Employee Share Purchase program with matching contributions.
• RRSP and TFSA options through Sunlife.
• Paid vacation with an increasing allowance based on years of service.
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.