Technical and Customer Relations Manager
- Provide expert-level technical support to U.S. and Canadian customers (hardware, software and network).
- Diagnose complex system issues involving software, sensors, network configuration and installations.
- Coordinate technical escalations with European and Canadian product and R&D teams.
- Occasionally travel onsite for audits, system tests and hands-on troubleshooting.
- Support technical pre-sales activities including demos and pilot programs.
- Supervise or perform sensor and hardware installations in airport or industrial environments.
- Ensure electrical compliance and safety (including U.S. NEC standards).
- Interpret and work from electrical schematics, installation diagrams and network maps.
- Conduct diagnostics on components (connectors, modules, power supplies, sensors).
- Develop and deliver technical training programs for internal teams and external partners.
- Certify third-party installers and integrators on installation, configuration and maintenance protocols.
- Create technical training materials such as user guides, procedures and videos.
- Act as the lead technical contact for strategic U.S. and Canadian clients.
- Monitor solution performance (availability, KPIs) and identify continuous improvement opportunities.
- Proactively manage escalations, ensuring thorough communication and resolution.
- Build strong customer rapport and ensure satisfaction throughout the lifecycle.
- Participate in and support deployment projects from planning to final validation.
- Conduct field technical audits including power, network and sensor placement reviews.
- Ensure all integrations meet both airport and internal technical standards.
- Bachelor’s degree in Electrical Engineering, Electronics, Computer Science, Telecommunications, or related field - or equivalent practical experience.
- 5-10 years of experience in advanced technical support, field engineering, or system deployment roles.
- Strong background in IoT systems, connected hardware, or industrial electronics.
- Familiarity with U.S. electrical standards (NEC) and airport/aviation environments is a plus.
- Skilled in diagnosing and resolving hardware and network issues.
- Understanding of cloud/SaaS architecture, API integration and network protocols (TCP/IP).
- Proficient in Microsoft Office applications (Outlook, Excel, PowerPoint, Word).
- Excellent interpersonal, teaching, and communication skills.
- Strong customer orientation with the ability to manage pressure and resolve sensitive issues.
- Highly organized, detail-oriented, and proactive in field-based or remote environments.
- Confident, collaborative and able to work independently in a fast-paced environment.
- Must be fluent in English (written and spoken).
- Must have a valid driver’s license.
- Legally authorized to work in the United States.
- Willing and able to travel up to 50%, both domestically and internationally; must hold a valid passport or have the ability to obtain one.
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