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Technical Solutions Manager

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Randstad

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Location:
Canada , Edmonton

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

Our client is a global leader in high-precision fluid management and advanced sensing technology. They provide the critical data that keeps heavy industries—from energy to transport—operating safely and efficiently. We are seeking a Technical Solutions Manager who is a hybrid of a strategic leader and a technical problem-solver. In this role, you won’t just manage a department; you will architect the entire customer journey, leading a specialized technical service team to ensure global clients realize the full value of a sophisticated hardware-plus-software ecosystem.

Job Responsibility:

  • Coach for Excellence: Mentor a team of Technical Service Reps, fostering a culture of extreme ownership and continuous learning
  • Full-Cycle Leadership: Partner with HR to build the team of the future—from strategic recruiting and onboarding to performance development
  • Strategic Resource Planning: Own the 24/7 support architecture, ensuring the clients have the help they need, exactly when they need it
  • Master the Onboarding: Ensure every new client hits the ground running with world-class training and post-sale support
  • The 'Buck Stops Here' Escalation: Act as the primary bridge between the customers and their Product/Technical teams to resolve high-priority issues with speed and precision
  • Growth Mindset: Proactively identify opportunities for renewals and upselling
  • CRM Mastery: Own the HubSpot ecosystem. You’ll ensure the data is clean, the pipelines are efficient, and the customer interactions are perfectly documented
  • Playbook Development: Standardize excellence by building the SOPs and Success Playbooks that allow their team to scale
  • Visibility: Deliver high-impact dashboards to the executive team, translating support metrics into business intelligence

Requirements:

  • 5+ years in Customer Success or Tech Support, with at least 2 years in a dedicated leadership role
  • Degree in Engineering, Business or a related field (or the 'street smarts' equivalent in industry experience)
  • Pro-level experience with HubSpot or Salesforce
  • The ability to jump into the trenches during peak volumes while keeping a bird’s-eye view of department strategy

Nice to have:

  • Technical Translator: You can take complex engineering data and make it understandable for a CEO or an on-site operator
  • Data-Driven Leader: You don't just 'feel' like the team is doing well
  • you prove it with KPIs, SLA tracking, and health metrics
  • Cross-Functional Bridge: You enjoy collaborating with Sales to close deals, Engineering to fix bugs, and the CFO to manage the bottom line
What we offer:
  • RRSP Matching
  • comprehensive Life/Disability insurance
  • Extended health
  • dental care
  • Employee Assistance Program
  • Company events
  • on-site parking
  • collaborative environment

Additional Information:

Job Posted:
March 10, 2026

Expiration:
April 24, 2026

Employment Type:
Fulltime
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