Team Lead, Customer Support

Position Type: Permanent Fulltime
Work Schedule: On Site
Work Location: Ottawa
Role status: Existing Role

About Gastops: Moving You since 1979

Over the last 47 years, Gastops has built a robust business which is recognized worldwide for its innovative contributions to equipment health management in the aviation, energy, marine, industrial and transportation industries. Gastops' products and services add value throughout the life cycle of complex critical equipment from the design stage through to in-service operations and support.  We design, manufacture, and support advanced equipment sensing and analysis products, including on-line oil debris sensors, torque measurement sensors, turbine blade health sensors, and at-line oil analysis systems.

The Team Lead, Customer Support & Application Engineering reports to the Director of Business Unit Operations and is responsible for overseeing customer support and application engineering activities for the business unit. This involves managing a team of customer support representatives that address customer inquiries relating to fielded products, customer product returns and repairs, as well as Field Service Representative (FSR) visits. The responsibility of this role includes mentoring and training team members, developing individual resources, establishing team development goals and strategies for achieving such goals.

What You'll Do:

Customer Support & Success

• Lead frontline customer support team, ensuring timely issue resolution and high customer satisfaction.
• Track and report customer success KPIs (defects, RMAs, turnaround time, satisfaction metrics).
• Oversee RMA processing, defect documentation, product repairs, and repair certifications.
• Manage customer-facing documentation, including product user manuals and maintenance publications.
• Maintain and improve customer support processes using PFMEA, KPI monitoring, and BMS alignment.
• Manage financial aspects of customer support initiatives.

Application Engineering

• Provide pre-sales technical support through demonstrations, presentations, training, and requirements analysis.
• Support bid and proposal development, including use cases and cost estimates.
• Conduct onsite/remote customer visits for installation, commissioning, inspection, and technical support.
• Assist in product selection and gather market intelligence to support business development.
• Lead product configuration and commissioning activities.
• Support technical investigations (8D), field issues, and full lifecycle customer concerns.
• Manage ILS deliverables through NPI and production; ensure compliance with aerospace standards and field support requirements.
• Collaborate with Engineering on product enhancements and provide customer-driven insights for product evolution.

Team Leadership & Development

• Provide day-to-day coaching, guidance, and performance management for the support and application engineering team.
• Set clear goals aligned with organizational priorities and maintain a strong, customer-centric team culture.
• Identify skill gaps and coordinate ongoing training and development initiatives.

Please note that this job description is not meant to be an all-inclusive statement of every duty and responsibility that will ever be required of an employee in the job.

Who You Are: 

• High motivation with results-oriented focus
• Passionate about customer support
• Experience with Mechanical/Electrical/Optical assembly in a support, design, or manufacturing role
• Knowledge of 8D/NPI processes
• Ready to travel international up to 20% of the time
• Practical understanding of Quality Standards such as AS9100 and lean principles

What you should bring:

• Degree in Science or Engineering or another related program
• 5+ years experience in a related role, solving problems in a technology-based manufacturing environment
• 2+ years of experience leading a team 
• Strong analytical ability and technical judgment
• Strong organizational skills
• Strong interpersonal and critical thinking skills
• A demonstrated passion to win
• Excellent communication skills (oral and written)
• Proficiency in French is an asset
• Eligible to obtain a Security Clearance (NATO Level Clearance)

What We Offer You:

At Gastops, we've built a passionate and collaborative workforce with a strong, vibrant culture that's key to our success. We reward and support our people with competitive compensation and a total rewards approach.

• Salary Range for this position: $80,000–$100,000 (final compensation based on experience, skills, and fit)
• Bonus or Profit sharing and share purchase programs
• Comprehensive health and wellness benefits
• Opportunities for growth and development
• Social activities, company sponsored events and opportunities to give back to our local community

We welcome applicants at all career stages – from emerging professionals to seasoned experts. Role level and scope may be adjusted to match your background.

Use of Artificial Intelligence in Recruitment: At Gastops, people are at the center of our recruitment process. We may use AI-enabled tools for limited administrative purposes such as creative outreach messages, transcribing interviews, or assisting with notetaking. These tools are not used to make hiring decisions. All applications are reviewed by our recruiters and hiring managers, and final decisions are made by people using their professional judgment and experience. Our commitment is to use technology responsibly, while ensuring fairness, transparency, and respect at every stage of the process.

Accessibility: Gastops is an equal opportunity employer that is committed to acquiring a skilled and diverse workforce. We encourage applications from candidates of all backgrounds, origins, ages, orientations, genders, creeds and religions. Gastops accommodates people with disabilities throughout the recruitment and selection process. Gastops is an excellent place to work, and we look forward to meeting with you If contacted regarding this position, please advise the interview coordinator of any accommodation measures you may require.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.