Product Support Team Leader jobs

Description:

About Us:

Burloak Technologies is a leader in the additive manufacturing industry and provides engineering services for additive manufacturing, materials development, high precision CNC machining and metrology. Burloak Technologies works with the most innovative companies in the space, aerospace, automotive and industrial markets to rapidly transition their most challenging part designs to be additively manufactured at scale.

Position Summary:

The Project Manager is a customer-facing role that serves as a critical link between customers and internal teams, ensuring that orders are expertly managed from handover through execution in a dynamic, high-performance manufacturing environment. Reporting to the VP of Operations, this role is responsible for managing the handover of orders from the Business Development team and translating customer and commercial requirements into clear, actionable inputs for internal teams.
Operating with moderate autonomy, the Project Manager serves as a key information conduit between customers, the PMO, and internal departments, working closely with the Project Coordinator to ensure customer purchase orders and timelines are accurately converted into department-level execution plans.
This role is central to ensuring customer commitments are met, project compliance is maintained, and internal teams remain aligned on priorities and deliverables. Success in this position requires strong organizational skills, clear communication, and the ability to coordinate effectively across a fast-paced manufacturing environment.

Key Responsibilities:

Customer and Order Management

• Manage the handover of new orders from the Business Development team, ensuring all commercial and technical requirements are clearly documented and communicated to internal stakeholders.
• Serve as the primary point of contact for customers throughout the project lifecycle, maintaining professional, timely, and transparent communication.
• Coordinate and facilitate customer meetings, track action items, and follow up on outstanding deliverables.
• Monitor and manage customer timelines, contractual commitments, and delivery requirements to ensure alignment with internal execution plans.
• Translate customer and commercial requirements into clear, structured inputs that enable internal planning, scheduling, and production teams to execute effectively.

Project Scheduling and Compliance

• Maintain and manage the master project schedule, ensuring it accurately reflects current priorities, milestones, and customer commitments.
• Ensure all projects comply with internal PMO processes, documentation standards, and applicable regulatory requirements.
• Accurately documenting the project's creation, development, and execution as well as documenting the project's scope, budget, and justification.
• Manage all customer documentation, including all output documentation using best practices and secure file transfer
• Monitor project progress against contractual and customer requirements, identifying variances and escalating risks to the VP of Operations, as required.
• Coordinate with the Project Coordinator to ensure customer requirements are translated into accurate department-level work plans.
• Support the continuous improvement of PMO processes, templates, and documentation practices.
• Act as the focal and ensure compliance with all Trade and Export Control, including Canada Controlled Goods Program.
• Support development/internal project planning, as required.

Cross-Functional Coordination and Communication

• Act as a reliable and organized conduit between customers, the PMO, and internal departments including operations, engineering, quality, and additive manufacturing.
• Provide timely and accurate project status updates to internal stakeholders and customers, ensuring all parties remain aligned on priorities and deliverables.
• Coordinate with Project Coordinator and operational teams to support effective sequencing of work and on-time delivery.
• Manage all communications and data flow with customer.
• Participate in internal project reviews, escalating issues proactively and supporting resolution of schedule or quality risks.

Documentation and Reporting

• Maintain accurate and up-to-date project records within the ERP system and PMO tools, including order status, milestones, and customer communications.
• Prepare and distribute project reports, meeting summaries, and status updates as required.
• Support the development and maintenance of standard PMO documentation, including project trackers, customer communication logs, and schedule templates.
• Perform other duties and responsibilities as assigned to support departmental and organizational objectives

Requirements:

Technical Skills & Experience

• Minimum 5 years of experience in a Project Management or similar PMO-related role, preferably within a manufacturing, engineering, or project-driven environment.
• Proficiency with Microsoft Office products including MS Project, Excel, Outlook, Word, and related tools.
• Experience using ERP systems for order management, project tracking, and status reporting.
• Demonstrated ability to manage and maintain master project schedules across multiple concurrent projects.
• Familiarity with standard PMO tools, methodologies, and documentation practices.
• Experience coordinating customer-facing deliverables and managing external stakeholder relationships.
• Strong organizational and time-management skills with the ability to manage multiple priorities in a fast-paced environment.
• Clear and professional communication skills, both written and verbal.

Industry & Functional Knowledge

• Experience in custom engineered manufacturing, defense, aerospace, or similarly regulated production environment
• Familiarity with contractual requirements, purchase order management, and customer-facing project coordination.
• Understanding of how project schedules integrate with production planning and operational execution.
• Familiar with Canada Controlled Goods Program, ITAR, CMMC

Education and Professional Attributes

• Bachelor’s degree in business, engineering, operations management, or a related field; equivalent experience will also be considered.
• Project management certification (PMP, CAPM, or equivalent) is considered an asset.
• Demonstrates strong analytical and organizational skills with the ability to manage complexity and maintain accuracy under pressure.
• Communicates clearly and professionally across all levels of the organization, from production teams to senior leadership and external customers.
• A reliable and detail-oriented professional who anticipates issues, communicates proactively, and takes ownership of outcomes.
• Thrives in a collaborative, team-oriented environment and contributes positively to the culture of the PMO and broader organization.
• Comfortable navigating ambiguity and adapting quickly to changing priorities while maintaining focus on customer commitments and internal deliverables.

Pay Range:

The expected base salary range for this position is $80,500 - $100,500 CAD annually. Actual compensation will be determined based on the successful candidate's skills, experience, education, and qualifications. This position is also eligible to participate in the Annual Incentive Plan (AIP).

Other Information:

This posting reflects an existing vacancy in accordance with applicable Ontario employment legislation.