Engineering Support Manager

POSITION SUMMARY: 

The Engineering Support Manager will play a crucial role in ensuring the smooth operation of the engineering department by overseeing technical support functions, managing a team of support engineers, and collaborating with other departments to provide exceptional service to both internal and external stakeholders. This role involves addressing technical issues on the manufacturing line, optimizing support processes, and maintaining Bill of Materials (BOM) and job accuracies.

RESPONSIBILITIES:

Team Leadership:

• Manage the engineering support team, ensuring that they work cohesively to achieve their objectives.
• Manage engineering resources in the US, UK and Thailand efficiently.
• Lead and mentor the engineering support team providing guidance, training, and performance evaluations.
• Foster a culture of continuous improvement and teamwork within the support team.
• Responsible for regular communication and coordination with the Director of Engineering.

Technical Escalations:

• Act as the primary point of contact for technical escalations from customers or internal teams.
• Coordinate and prioritize escalations to ensure timely resolution and customer satisfaction.

Process Optimization:

• Develop and refine engineering support processes and procedures to enhance efficiency and effectiveness.
• Implement best practices for incident management, problem-solving, and knowledge sharing

Customer Relations:

• Build and maintain strong relationships with key customers, understanding their technical support needs and addressing concerns.
• Monitor customer feedback and work with the team to implement improvements.

Reporting and Analysis

• Generate and analyze support performance reports to identify trends, issues, and areas for improvement.
• Provide regular reports and updates to Shred-Tech Leadership Team.

Collaboration

• Collaborate with cross-functional teams, including product development, quality assurance, and sales, to ensure alignment on support and customer needs.
• Participate in product development discussions to provide input on product improvements and issue resolution.
• Other duties may be assigned.

QUALIFICATIONS:

Education:      

• University Degree (P. Eng.) in Mechanical Engineering.
• Sc in Mechanical Engineering or Equivalent

Experience:    

• 8 years of experience in design and project management in custom equipment, metal fabrication, system assembly, troubleshooting and testing.

Knowledge, Skills, & Abilities:

• Strong technical knowledge and understanding of AutoCAD, SolidWorks.
• Demonstrated experience and knowledge of ERP/MRP systems and BOM/MOM their effective application in a complex engineered product manufacturing environment.
• Strong management skills – problem-solving & decision-making.  
• Excellent problem-solving and analytical skills.
• Exceptional communication and interpersonal skills.
• Proven ability to manage and lead a team effectively.
• Strong organizational and project management skills.
• Ability to work under pressure and meet tight deadlines.
• Customer-focused mindset with a commitment to delivering excellent service.
• Familiarity with Shredder manufacturing is a plus.
• Experience in job order processing and maintaining BOMs is a must.

WHAT MAKES SHRED-TECH A GREAT PLACE TO WORK?

We’re ambitious and we expect our team to give their best effort to achieve the goals we set together. In return, we invest in people who are committed to growing with us. We offer:

• Excellent company paid benefits after probation, including extended healthcare, dental, vision and employee assistance program
• Group RRSP with company matching after 1 year
• Safety boot reimbursement up to $150
• Prescription safety glass program
• Opportunity for growth through internal recruitment
• Social events throughout the year, including BBQ’s, holiday party for adults and more!

About Shred-Tech:

Shred-Tech is a leading manufacturer of shredding systems serving customers throughout the world. Shred-Tech is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex/gender, sexual orientation, gender identity, age, ancestry, national origin, marital status, citizenship status (unless required by the applicable law or government contract), disability or protected veteran status or any other status or characteristic protected by law. Shred-Tech is committed to a diverse and inclusive workforce.  Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.