Technical Services Manager

Halotalent is recruiting a Technical Services Manager for PrevTech, a Québec company specializing in intelligent electrical monitoring and fire prevention. The role leads a fully remote team of eight technical customer-service representatives and is responsible for the quality and continuity of the contact centre’s daily operations.

Team leadership and development

• Build trust and maintain close management relationships with a fully remote team.
• Hold regular one-on-one meetings covering performance, goals, challenges and development.
• Adapt management style to different personalities and levels of autonomy.
• Coach employees, track individual and team indicators and address performance, behaviour or attendance issues when needed.
• Support onboarding and maintain a positive, collaborative environment.

Operations and escalations

• Monitor alarm volume, open cases, service priorities and client follow-ups.
• Adjust schedules and support the team during unusually busy periods.
• Identify blockers and coordinate solutions with the appropriate technical resources.
• Take ownership of sensitive or complex escalations and ensure they reach a clear resolution.

Quality and continuous improvement

• Review the quality of calls, texts, notes and client follow-ups.
• Provide concrete feedback, lead calibrations and improve procedures, tools and training content.
• Recommend practical changes that improve service quality and efficiency.

• At least five years of experience managing, supervising or coordinating a customer-service, technical-support, operations or frontline team.
• Hands-on coaching and performance-management experience.
• Ability to work in an environment where priorities and volume can change quickly.
• Relevant college diploma or an equivalent combination of education and experience.
• French-English bilingualism is essential because a significant share of interactions occur in English.
• Comfort with technology and the ability to learn new platforms quickly.

Assets: remote-team management, technical or technology-sector experience, and training in management, leadership or human resources.

Permanent full-time role, 40 hours per week, fully remote with flexible schedules. Benefits include four weeks of vacation from the start date, three personal days, company-provided phone and computer, group insurance after probation and an RRSP-style savings program under development.

Compensation: the structured Teamtailor field shows CAD 64,000–94,000 per year, while narrative text on the same page states CAD 68,000–94,000. RBB preserves the source discrepancy rather than hiding it.

Technology: proprietary case-management platform, Google Workspace and Salesforce. Véronique Turgeon is explicitly shown as the contact on the posting.