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.