Global IT Technical Leader
Company Bio:
Entrepreneurial Leader
Heroux-Devtek, the world’s 3rd largest producer of landing gear, serves the civil and military aerospace markets from production facilities in North America and Europe. The Company’s longevity, flexibility, and track record for the development and implementation of innovative production systems have distinguished it as a leader in the domain. With its most recent acquisitions, Heroux-Devtek is bolstering its status as one of the foremost landing gear, actuation and hydraulic system designers and manufacturers in the global aerospace industry.
Division info:
The Landing Gear Market specializes in the design, qualification, manufacture and repair and overhaul of landing gears and flight critical components to a customer base that extends from the OEMs (Original Equipment Manufacturers) to the Operators in both the commercial and military markets.
Summary of position:
Héroux-Devtek is seeking an IT Global Tech Leader with a strong background in manufacturing and a passion for learning. Ideal candidates are those who are comfortable admitting when they don't know something and are eager to learn. Experienced IT leaders looking for new challenges will also thrive in this role.
Reporting to the VP of IT, the IT Global Tech Leader will be responsible for collaborating with colleagues to establish and implement a global vision and strategy for the evolution of our technological solutions. This role involves continuously improving these solutions to provide users with the best possible tools adapted to changing environmental constraints.
The IT Global Tech Leader must focus on people, both from the customer perspective and the technician perspective. The key to the role is listening to IT customers and IT technicians and communicating this feedback to IT leaders to continuously improve our ability to execute efficiently and maximize employee and customer satisfaction. Efficient use of budget and tools is also essential. This role requires occasional and planned travel to meet Héroux-Devtek users at our facilities in Quebec, Ontario, the US, and Europe.
What we offer?
• Leaders who invest in your success and your development daily.
• Competitive salaries linked to performance and hybrid working hours (depending on responsibilities)
• A comprehensive group insurance plan and a very competitive pension plan
• Support for the payment of contributions to the professional order or relevant certifications & Trainings
• Funding for additional technical, linguistic, and behavioral training relevant to the role and development.
• Free access to a virtual doctor and the employee assistance program (24/7)
• Social activities for all employees (BBQ, Golf, Christmas parties, etc.) and unlimited hot drinks!
• Generous referral bonuses and advantageous recognition programs
• A motivating work environment and a human management style where you can make a difference
Main responsibilities:
1. Team Leadership:
• Manage and Lead a team of technical support specialists.
2. Customer Support Management:
• Ensure timely and effective resolution of customer issues and inquiries;
• Manage escalated customer issues and ensure prompt resolution;
• Monitor customer feedback and implement improvements to enhance customer satisfaction levels;
• Prepare and send communications on behalf of the IT team.
3. Process Improvement:
• Develop and optimize processes and workflows to improve efficiency and effectiveness of technical support operations;
• Implement quality assurance processes to maintain high standards of service delivery.
4. Reporting and Analytics:
• Monitor and analyze key performance indicators (KPIs) to assess team performance and identify areas for improvement;
• Prepare regular reports for management on technical support metrics, trends, and issues.
5. Collaboration:
• Work closely with other IT and Business teams to address customer needs and improve products/services;
• Relay customer feedback and insights to relevant teams for product/service enhancement.
6. Vendor Management:
• Manage relationships with third-party vendors and service providers to ensure seamless service delivery.
7. Customer (users) Education:
• Develop and maintain user manuals, knowledge base articles, and other support documentation to assist customers;
• Coordinate and conduct training programs for customers to enhance their technical knowledge and self-service capabilities.
8. P1 Incidents Quarterback:
• Participate in the rotation to manage P1 Incidents after hours (Canada EST/EDT) and weekends;
• Act as the first point of contact during business hours (Canada EST/EDT).
Qualifications:
• Minimum of three (3) years of experience as an IT leader, preferably in a manufacturing environment;
• Good communication skills in both English and French, verbally and in writing.
• Ability to manage multiple tight deadlines and manage internal customer expectations;
• Results-oriented with strong problem-solving capabilities;
• Ability to manage, organize, and complete workload autonomously;
• Seeks durable, conceptually coherent, and well-structured solutions;
• Good team player with the ability to share and discuss potential solutions;
• Flexible and able to adapt to a constantly changing environment;
• Confident yet willing to ask questions and consult others to effectively perform work;
• Dedicated and ready to invest in the role.
You enjoy challenges, teamwork an a quality working environment that evolves continuously? Developing your competencies is a priority for you? Join Héroux-Devtek and "lets grow together".
We thank all applicants for their interest; however, only those under consideration will be contacted.
Héroux-Devtek is an equal opportunity employer.