Technical Operations Manager

A newly established automotive sales company in Canada is preparing to launch and expand its presence in the local market. As part of its growth strategy, the company is building a strong local team to support its operations and deliver high-quality customer experiences.
About the RoleWe are seeking a strategic and hands-on
Technical Operations Manager
to establish and lead the technical support infrastructure across the dealer and service network.
This role will oversee remote technical support, field technical assistance (Flying Doctor), product quality monitoring, technical documentation, and dealer escalation processes. You will work closely with dealers, headquarters, and cross-functional teams to resolve complex vehicle issues, improve service quality, and ensure high levels of customer satisfaction and vehicle uptime.
Key Responsibilities:
Establish and manage remote technical support operations, including diagnostic tools, telematics integration, and technical case management.
Lead the Flying Doctor program, coordinating onsite technical assistance for critical vehicle issues and supporting root cause investigations.
Monitor market quality performance, identify recurring vehicle issues, and coordinate corrective actions with engineering, quality, and manufacturing teams.
Oversee technical documentation, including service manuals, diagnostic procedures, Technical Service Bulletins (TSBs), and repair instructions.
Build and continuously improve the dealer technical support framework, escalation processes, and service capability standards.
Coordinate technical support for roadside assistance and other third-party service programs.
Track key operational KPIs, including case resolution time, first-time fix rate, vehicle downtime, dealer satisfaction, and warranty cost trends.
Support new vehicle launches, emerging technologies, and Over-the-Air (OTA) functionality implementation.
What We’re Looking For
Bachelor's degree in Engineering or a related field preferred.
7+ years of experience in automotive OEM, technical service, or dealer operations.
Strong knowledge of vehicle diagnostics, electrical systems, connected vehicle technologies, and aftersales service operations.
Proven experience managing technical support teams, dealer service networks, or field service operations.
Familiarity with warranty management, product quality processes, root cause analysis, and technical escalations.
Strong leadership, communication, analytical, and problem-solving skills.
A process-improvement mindset and a customer-focused approach.
Willingness to travel domestically and internationally as required.
Nice to Have:
Experience with EV and hybrid vehicle technologies.
Knowledge of telematics and remote diagnostics platforms.
Previous OEM field service engineering or Flying Doctor experience.
Strong project management and process improvement capabilities.
What We Offer
The opportunity to build and shape the technical operations function for a growing automotive business in Canada.
A key leadership role with direct impact on customer satisfaction, dealer performance, and market development.
Close collaboration with international headquarters and cross-functional teams.
A dynamic and entrepreneurial working environment with opportunities for professional growth.
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