Commissioning and deployment troubleshooting
After-warranty technical support
Support consistent customer experience across all regions and entry points
4. Global Intake, Systems & Automation Enablement
Own and standardize global case intake and management processes (Salesforce as system of record)
Implement automation and AI-enabled capabilities for
Case intake, routing, and triage
Case assignment and prioritization
Knowledge base and self-service tools
Establish a single global customer entry point (email/phone) for technical support
5. Cross-Functional Liaison (Critical Role)
Act as the primary integration and escalation authority between
Field Service
Define escalation pathways and ownership boundaries
Align support with commissioning readiness and field issue resolution
Engineering
Escalate systemic product and design issues
Drive feedback into reliability, robustness, and serviceability improvements
Enable structured linkage between support cases and engineering systems (e.g., JIRA)
Quality
Provide technical ownership for NCR, RMA, and field failure inputs
Support root cause investigations and corrective actions
6. Performance Management & Continuous Improvement
Define and manage global KPIs
Issue resolution cycle time
First-time fix rate
Repeat failure rates
Customer satisfaction (NPS or equivalent)
Lead structured root cause problem solving (e.g., 5-Why, RCCA) for systemic issues
Standardize and drive PIR (Problem Investigation Report) processes globally
Drive continuous improvement across products, regions, and support processes
7. Operating Model
Establish and enforce global TST governance, including
Site-level weekly TST cadence
Global priority review forums
Standardized escalation and decision-making frameworks
Define clear ownership, escalation paths, and decision rights across functions
Ensure alignment and consistency across all regional support teams
8. Systems & Governance
Own global support systems, including ticketing, knowledge base, and analytics platforms
Ensure alignment with QMS processes and governance requirements
Drive visibility and reporting of technical issues, systemic risks, and performance trends
Requirements
Education
Bachelor’s Degree in Electrical Engineering, Electronics, or related field (required)
Advanced degree or professional designation (e.g., P.Eng.) preferred
Experience
Required
7+ years in technical support, engineering, or field service
Experience across multiple product lines or complex systems
Demonstrated leadership in global or multi-site environments
Strong troubleshooting and structured problem-solving capability
Preferred
Experience in project-based delivery or commissioning environments
Background in power systems, monitoring, or industrial diagnostics
Experience with enterprise systems (e.g., Salesforce, JIRA) and support workflows
Exposure to automation or AI-enabled support environments
Communication
Strong communication across technical and non-technical audiences
Proven ability to influence across engineering, service, and quality functions
Effective leadership across global teams and time zones
Effort Factors
Physical Demands
Travel to manufacturing and customer sites as required
Exposure to industrial environments
Mental Demands
High level of analytical and problem-solving capability
Ability to manage complex, cross-functional issues
Strong prioritization and decision-making under pressure
Working Conditions
Hybrid working model with global coordination responsibilities
Regular interaction with international teams and customers
#LI-PW1
Ralliant Corporation Overview
Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across industries, enabling real-world impact where it matters most. At Ralliant we're building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.
About Qualitrol
QUALITROL manufactures monitoring and protection devices for high value electrical assets and OEM manufacturing companies. Established in 1945, QUALITROL produces thousands of different types of products on demand and customized to meet our individual customers’ needs. We are the largest and most trusted global leader for partial discharge monitoring, asset protection equipment and information products across power generation, transmission, and distribution. At Qualitrol, we are redefining condition-based monitoring.
We Are an Equal Opportunity Employer. Ralliant Corporation and all Ralliant Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Ralliant and all Ralliant Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at applyassistance@Ralliant.com.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes compared to job descriptions, masking data to prevent bias, or assessing responses. These tools assist our recruitment team but do not replace human judgement. Final hiring decisions are ultimately made by humans.
This posted role is to fill an existing vacancy.
