Technical Support Manager I

Role Overview

The Technical Support Manager is responsible for overseeing and supporting the development of Field Service Project Managers and Field Service Engineers. This role serves as the primary point of contact for field employees, ensuring alignment with development plans, qualification requirements, technical support, and ongoing compliance with training and performance review processes.

Key Responsibilities

• Demonstrates our core competencies: Action oriented, change champion, customer-focused, developing self & others, and ownership
• Manage field employees by supporting daily operational needs, performance evaluations, training assignments, and mobilization schedules
• Confirm crew readiness and alignment with project demands by validating composition with Service Operations and Resource Managers
• Leverage analytical tools to help assemble high-performing, balanced crews
• Develop standard practices and metrics for evaluating and improving team and subcontractor performance
• Aid in the vetting and onboarding of seasonal and subcontracted resources
• Track and report project performance metrics to relevant leadership
• Collaborate with EHS and Service Operations teams to ensure accurate travel and immigration documentation
• Support outage optimization initiatives by training field teams on updated processes, tools, and work packages
• Conduct on-site audits and inspections throughout project execution, including planning, installation, commissioning, and closeout
• Review and assess project documentation for accuracy, timeliness, and completeness
• Analyze customer feedback and post-outage data to recommend improvements in satisfaction, resource utilization, and efficiency
• Partner with the PGS Training Department and business stakeholders to coordinate individual career development plans
• Maintain compliance with EHS training requirements and ensure all certifications are current
• Collaborate with HR on recruiting strategies, interview participation, and onboarding support
• Provide technical guidance for field personnel conducting maintenance or repair of turbines, generators, and associated equipment
• Assist engineers in resolving field challenges and escalating issues when needed
• Apply knowledge of maintenance principles for turbine-generator equipment and balance-of-plant systems
• Collaborate with the Cost Estimating group on field service pricing and scope definition
• Support the FSM Core implementation and process integration
• Participate in pre-outage planning with Service Operations Managers

Requirements

• Bachelor’s degree in Engineering from an accredited four-year college or university
• Minimum of seven (7) years of related experience and/or training, or an equivalent combination of education and experience
• Strong ability to interpret technical documents (drawings, schematics, procedures)
• Ability to communicate decisively with internal and external stakeholders
• 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
• Strong reasoning skills to define problems, collect data, establish facts, and draw valid conclusions
• Proficiency in database management, project management tools, spreadsheets, word processing, email, graphics, technical diagrams, flowchart software, and ERP systems
• Valid driver’s license and passport required

Physical & Safety Requirements

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 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.

Benefits

• Excellent Benefits (Medical, Dental, Vision & 401K Matching)
• Excellent development programs and advancement opportunities
• Tuition reimbursement and on-the-job training
• Paid vacation, sick time, and holidays
• Committed to quality products and services
• Great working environment and culture
• Employee Appreciation Programs and Events