Escalator Quality Technical Support Manager

Prysmian is committed to offering a competitive total rewards package to attract, retain, and motivate our talent. This includes a competitive base salary aligned with the relevant market and results‑based variable compensation that rewards performance.

Our salary range for this role is $87,000-$117,000, reflecting the anticipated base salary for a fully qualified candidate at the time of posting. Actual pay will be determined based on skills, experience, internal equity, and market conditions.

Unless clearly stated, all Prysmian’s job postings refer to actual vacancies that we are actively recruiting for.

MAJOR RESPONSIBILITIES:

• Leadership and Team Management
  • Lead, coach, and develop the local Quality and Technical Support personnel to deliver operational performance and exceptional customer support.
  • Establish performance standards, conduct evaluations, and support employee development and training.
• Quality Management & Continuous Improvement
  • Develop, implement, and maintain quality management systems and procedures in alignment with ISO 9001 and internal standards.
  • Lead internal and external audits, supplier quality assessments, and process reviews to ensure product and service quality.
  • Manage the corrective action process, including root cause analysis, documentation, and verification of preventive measures.
  • Analyze quality data trends to identify improvement opportunities and drive reduction of scrap, waste, defects, and customer complaints.
  • Lead continuous improvement initiatives through internal Prysmian methodologies.
• Technical Product & Field Support
  • Provide technical support to sales teams, service departments, and customers regarding escalator product applications, installation, and troubleshooting.
  • Support field operations by assisting with problem-solving, product performance reviews, and component upgrades or replacements.
  • Ensure availability, standardization, and update of tools, equipment, splicing kits, molds, and field support materials.
  • Assist in technical evaluation and qualification of new components, suppliers, or processes.
• Customer Support & Training
  • Conduct and coordinate technical training for partners, customers, field technicians, and internal staff.
  • Manage the certification program for field splicing and installation technicians.
  • Lead or support customer site visits, technical presentations, and product demonstrations.
  • Provide documentation, specification support, and product application guidance to customers and sales teams.
• Documentation & Product Knowledge Management
  • Develop and maintain product installation manuals, splicing procedures, and customer-facing technical documentation.
  • Ensure document control processes are maintained and version control is accurate across regions.
  • Support new product development and improvements by collaborating with R&D and Engineering teams.
• Reporting
  • Prepare and deliver quality and technical support performance reports, including trend analysis, improvement actions, and customer satisfaction data.
  • Support management review processes and cross-functional business planning activities

QUALIFICATION & SKILLS:

• Post-secondary education in Engineering, Quality, Operations Management, or related technical field.
• 5+ years experience in manufacturing, escalator/elevator industry, or a relevant technical support environment.
• Ability to manage and preserve technical equipment.
• Experience leading teams and managing cross-functional projects.
• Strong working knowledge of ISO 9001 and continuous improvement methodologies (Lean / Six Sigma certification preferred).
• High mechanical aptitude with hands-on understanding of escalator product components and installation practices.
• Excellent communication, presentation, and customer interaction skills.
• Strong analytical and problem-solving ability; skilled in root cause and corrective action processes.
• Proficient in Microsoft Office and common business systems.
• Ability to travel up to 25% for customer support, field visits, and training.
   

Prysmian , as an Equal Opportunity Employer, aims to attract and recruit individuals with diverse backgrounds, skills, and abilities. We strongly believe that diversity brings significant value at all levels of the organization, increasing the possibility of capturing market opportunities and maximizing value for our customers and stakeholders. With Diversity, Equity, and Inclusion (DE&I) as part of our Social Ambition 2030 and a strategic pillar of our Company culture, Prysmian is committed to the development of an organization that prioritizes talent, where people feel respected, included, and free to fully express their potential just as they are.

All Managers and HRs in Prysmian are responsible for ensuring DE&I policies are respected during the recruiting process, as well as recognizing and mitigating unconscious biases that must not influence our selection processes. All persons will be considered for employment without regard to their race, ethnicity, religion, nationality, origin, citizenship status, socio-economic status, age, sex, gender identity or expression, sexual orientation, marital status, disability, military service or veteran status, pregnancy, parental leave, medical conditions, or any other characteristic protected by applicable federal, state or local laws. Prysmian will endeavor to make a reasonable accommodation for any disclosed physical or neurological condition or disability of a qualified applicant unless the accommodation would impose an undue hardship on the operation of our business.

Visit our DE&I Page to learn more about Prysmian's commitments.

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