Technical Support Manager I

SUMMARY

Oversee and support the development of Field Service Project Managers and Field Service Engineers. The Technical Support Manager serves as the primary point of contact for employees regarding development, qualifications, and technical support, ensuring compliance with training, qualifications, and performance review requirements. This role includes managing employee qualifications, maintaining the system of record (Vairkko), and coordinating development plans. Collaboration with the PGS Training Department is essential to ensure up-to-date training.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Manage field employees, including performance evaluations, training assignments, mobilization, and daily support.
• Validate crew composition with Service Operations Managers and Resource Managers for upcoming site outage staffing.
• Assist in assembling balanced crews by analyzing multiple data sources and coordinating with labor resources.
• Develop standard processes to assess and improve field service personnel and subcontractor performance.
• Support the evaluation of subcontractors and seasonal personnel to meet organizational needs.
• Oversee project performance and provide reports to management as needed.
• Coordinate employee availability with Service Operations Managers by reviewing mobilization plans, leave requests, and time off.
• Collaborate with Service Operations Managers and the EHS team to complete necessary travel and immigration documentation.
• Support outage optimization efforts by ensuring field teams understand updated tools, processes, and work packages.
• Conduct audits and inspections of field work during site activities.
• Review outage documentation for accuracy, timeliness, and completeness, including datasheets, work packages, and reports.
• Analyze customer feedback and post-outage data to identify areas for improvement.
• Coordinate career development opportunities with the PGS Training Department, Business Process, and Quality Managers.
• Ensure compliance with EHS training requirements in coordination with EHS and Service Operations Managers.
• Partner with HR on recruitment strategies and candidate evaluations.
• Participate in talent development reviews to retain top performers.
• Provide technical support for maintenance and repair activities on turbines, generators, and balance of plant equipment.
• Assist field service personnel in resolving issues within and beyond their scope of responsibility.
• Support the FSM Core implementation.
• Review and assess cost estimates for field service work.
• Travel as needed (approximately 25% or more).
• Provide pre-planning support to Service Operations Managers.

OTHER DUTIES AND RESPONSIBILITIES

• Adhere to safety policies and report any unsafe conditions.
• Maintain accuracy and utilization of systems of record.
• Contribute to team efforts to achieve departmental and company goals.
• Foster a positive team environment.
• Maintain a valid driver’s license and passport.
• Communicate effectively with all levels of the organization.
• Protect confidential information.
• Ensure compliance with Export Controlled Data policies.
• Uphold integrity and ethical standards.

KNOWLEDGE, SKILLS, AND EDUCATION

To successfully perform this role, the individual must meet the following requirements. Reasonable accommodations will be made for individuals with disabilities:

• Education and Experience: Bachelor’s degree (BA) in a technical or business-related field or equivalent work experience. Minimum of 7 years of relevant experience or a combination of education and experience.
• Language Skills: Ability to interpret technical documents, write reports and business correspondence, and communicate effectively with stakeholders.
• Mathematical Skills: Proficiency in arithmetic operations and the application of mathematical concepts such as probability, statistics, and geometry, with the ability to apply these concepts to practical situations.
• Reasoning Ability: Capable of defining problems, collecting data, establishing facts, and drawing valid conclusions. Skilled in interpreting technical instructions and managing abstract and concrete variables.
• Computer Skills: Proficiency in database management, project management tools, spreadsheets, word processing, email, graphics, technical diagrams, flowchart software, and ERP systems.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those required for this position. Reasonable accommodations will be provided to support individuals in successfully performing these essential functions.

• While performing the duties of this job, the employee is regularly required to stand, walk, bend, talk, and hear. Occasional lifting and moving of up to 25 pounds is required, with occasional lifting of up to 50 pounds.
• Exposure to loud environments and occasional contact with caustic or toxic chemicals may occur. Employees must adhere to all MPWA and customer safety procedures, including the use of appropriate personal protective equipment (PPE), such as hard hats, safety glasses, hearing protection, and fall protection, as required in specific areas to ensure safety.
• The company is committed to accommodating individual needs to ensure safety and success.

Mitsubishi Power Americas Inc. supports 365/24/7 service operations for internal and external customers with a mission of providing reliable and excellent customer service. All team members are expected to contribute to this mission.

ENVIRONMENTAL, HEALTH, AND SAFETY GUIDANCE

At Mitsubishi Power Americas, safety is our highest priority and a key to our collective success. Every team member plays a vital role in maintaining world-class Environmental, Health, and Safety (EH&S) performance across all operations. We are dedicated to continuous improvement and fostering a safe work environment through comprehensive education, training, proper use of protective equipment, and compliance with all applicable safety standards, regulations, and laws.

All employees are expected to understand and apply safety procedures consistently. Upholding safe practices is a fundamental responsibility and a core condition of employment.