Chef De Division - Support / Head Of Division - Support

Chef De Division - Support / Head Of Division - Support

About OPAL-RT Technologies

OPAL-RT has the ambitious challenge of democratizing real-time simulation to make it accessible to every engineer and researcher. Founded in Quebec and now assured by a global presence, OPAL-RT has the wind in its sails!

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, and more. In short, by joining OPAL-RT, you will contribute to the technologies of the future.

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

Mission – Technical Support Team (FAE) as a strategic incubator

At OPAL-RT, our success relies on our ability to attract, retain, and develop the best talents. In this spirit, the Technical Support Team (FAE) becomes much more than a customer response center: it transforms into a true incubating of technical resources at the service of the entire organization.

By working at the crossroads of sales, integration, R&D, and after-sales service, the FAE team acquires a deep understanding of products, customer needs, and internal processes. This privileged exposure allows our talents to rapidly develop technical expertise, a global vision of operations, and a unique professional agility.

Our objective:

To prepare and propel team members to key roles in all OPAL-RT functions, fostering their career evolution within the department and throughout the company. Leadership greatly values those who choose to continue their journey within the Technical Support in order to become not only pillars of the team, by tackling more complex challenges, mentoring peers, and contributing to the strategic evolution of our service, but also to engage with the company’s entire operations and influence tactical and operational decisions.

By embodying technical excellence, collaborative spirit, and innovation at the service of the client, the department becomes a strategic talent nursery ready to meet the ever-evolving challenges.

Our mission is clear: to transform Technical Support into a springboard—leading to other departments or to increased responsibilities within the team itself—that shapes the future of OPAL-RT, role by role, talent by talent.

Exceeding and stimulating challenges

As part of your functions as head of division - support, you will have the chance to be alongside the top minds in the field of real-time simulation and work with cutting-edge technology tools. Your role will consist of mentoring, structuring, and developing the performance of the support team, both locally and internationally.

Mission and international leadership

Establish and promote the team’s mission.

Ensure the leadership and cohesion of international support teams.

Revenue generation and operational performance

Implement and follow KPIs of revenue and team performance.

Optimize resources according to different contracts (VIP, Essential) and client engagements (start-up, training).

Produce and present monthly and annual reports on support activities.

Maintain and improve the team’s processes.

Develop action plans for continuous improvement and resolution of critical problems.

Management and team development

Mentor local and international support team leaders.

Develop the expertise, competence, and versatility of teams.

Promote motivation, retention, and actively participate in recruitment.

Evaluate performance, manage skills, and participate in training plans.

Evaluate individual and collective performance, set clear objectives, and implement tailored training plans.

Monitor KPIs related to efficiency and resource allocation, and adjust as needed.

Identify key team competencies and ensure their development.

Prerequisites

Position in Montreal, hybrid with required weekly office presence.

University degree in engineering (electrical, electronics, computer, embedded systems, or related).

At least 5 years of personnel management in an international context.

Availability for international travel.

Solid knowledge in real-time systems, power electronics, automation, simulation software, or other relevant fields.

Previous experience as a Field Application Engineer, technical support, integration, or system commissioning.

Experience in project management and prioritization of customer requests.

Collaborative spirit, cooperation, and attitudes to coordinate between multiple departments (sales, R&D, support, quality).

Clear communication skills (oral and written) in French and English.

Skills in conflict management and maintaining customer satisfaction.

A career at OPAL-RT will suit you if:

You seek stimulating challenges that will constantly push you to exceed yourself.

You dream of a family-like, professional, collaborative, and friendly atmosphere.

You need a flexible schedule and access to remote work to balance your private and professional life.

You wish to perfect your knowledge and expertise by working alongside researchers, innovators, and scientists who all share a common passion.

You have chosen to be an important collaborator for the advancement of technology in a multitude of industries.

You desire to be recognized for your ideas, creativity, and talents.

You know your value and seek a competitive overall compensation.

You do not want a simple job, you want a career!

*The use of the masculine gender includes the feminine and is used only to facilitate reading.

*Creating meaningful work means adopting different perspectives. We are an equal opportunity employer and do not discriminate. Embracing diversity is what makes OPAL-RT what it is—we would not want it to be otherwise.