Head of Division – Technical Support China

About OPAL-RT Technologies: 

OPAL-RT's ambitious challenge is to democratize real-time simulation in order to make it accessible to every engineer and researcher. Founded in Quebec and now bolstered by a global presence, OPAL-RT has the wind in its sails!

 

A world leader in the diversity of real-time simulation applications, our tools are used in a multitude of sectors such as aerospace, automotive, energy, industrial manufacturing, etc. In short, by joining OPAL-RT, you will be contributing to the technologies of the future.

 

Imagine working for a company that counts CEPRI, NR Electric, NASA, Pratt & Whitney, Bombardier, ABB, EMBRAER, MIT, GE, Ford, GM, NREL, RIVIAN, Tesla and Hydro-Quebec among its clients! 

Achievements and stimulating challenges:

Under the supervision of the Director General in the Beijing OPAL-RT Technologies, the head of division for technical support China regularly supervises the teams that support the clients, distributors, and partners to utilize OPAL-RT’s software and hardware tools for real-time hardware-in-the-loop (HIL) applications in the great APAC including Oceania. The position is based in Nanjing, China.

The selected candidate is responsible for aligning the processes with the Global Support Division and deploying the strategies to continuously improve the customer satisfaction. The candidate regularly communicates with the strategic clients, including OPAL-RT’s distributors in the Asia-pacific region, and analyze the priority of the reported issues according to their needs. Have possessed excellent problem-solving skills and solid knowledge of electrical and mechanical systems, the candidate is expected to manage the competency matrix of the division and organize internal training to constantly improve the expertise of the team.

 

Come and join a young and dynamic team. This opportunity offers flexibility, the opportunity to develop advanced technical skills and management experience.

Please note that a valid passport and being eligible to international travel are required for this role.

Your main responsibilities will include:

• Team Management:
  • Supervise the support team leaders and develop the expertise and skills of their teams.
  • Constantly analyze the competency matrix, and build succession plans and ensure redundancy of key skills.
  • Ensure motivation, retention, and hiring in collaboration with team leaders. Evaluate performance, manage skills, and oversee training plans.
  • Implement KPIs to measure team assignments and effectiveness, and take action as needed.
  • Resolve issues, such as purchasing or borrowing equipment and improving working conditions, by involving the necessary resources.
• Manage Technical Support
  • Ensure the delivery of responsive, high-quality technical support to customers.
  • Develop action plans to resolve critical issues.
  • Manage task distribution between the teams within the division.
  • Maintain a positive team environment and manage conflicts within the division.
  • Evaluate performance and set objectives for team members.
  • Attend job interviews and participate in the selection of new employees. Identify the team’s key skills and ensure training is provided as needed.
  • Provide the tools required for the team’s work.
• Manage relationships with management and other teams
  • Generate and deliver monthly and annual reports on the support team’s activities to management, particularly including the analysis on top priorities and long-time unsolved cases
  • Collaborate with other teams, particularly with the Support Team Division Head in Montreal, and maintain strong interdepartmental relationships.
  • Continuous improvement
  • Maintain and improve the support team’s processes.
  • Measure the support team’s various performance indicators.
  • Take improvement actions based on the support team’s indicators.

Requirements:

• Education: Bachelor's degree in Electrical, Software or Mechanical engineering;

• Experience: 5 years minimum of relevant experience (technical and / or staff management and / or customer service);

• Required knowledge: MATLAB / Simulink;

• Basic knowledge of the following tools (asset): knowledge of OPAL-RT software (RT-LAB, Hypersim, and RT-XSG) and hardware platform; advanced knowledge of Microsoft Dynamics365 and tools from Atlassian (Jira and confluence);

• Language abilities: Fluency in Mandarin. Professional English skills (oral and written) for communication with English-speaking customers. French is an asset.

• Required skills: Organizational skills, autonomy, strong communication skills, flexibility and adaptation, cognitive skills, rigor and determination, oriented towards customer satisfaction, concern for the quality of work, tolerance to ambiguity and stress, team player, seek challenges and oriented towards achieving results and surpassing oneself.