Technical Service Manager & Customer Support

Location(s)

Montreal, QC (Canada)

Job Description

Reporting to the Director, After-Market, the Manager, Technical Service Manager & Customer Support will be mainly responsible for managing a team to resolve technical customer service issues, business process improvement and business development.  . He/she will work closely with departmental leaders, technical specialists, and the After-Market team to drive for results.
 
More specifically, he/she will be responsible to:
  • Manage a team composed of Technical Analysts and Field Service Technicians to respond to and resolve technical customer issues related to product performance or product warranty
  • Develop partnerships with cross-functional departments to resolve complex customer issues
  • Escalate important issues to senior management.
  • Coordinate Field Service Technicians to go on-site to resolve technical issues.
  • Ensure timely and accurate follow up with customers following field visits
  • Oversee program for third-party approved service shops.
  • Improve departmental procedures to ensure traceability and accessibility of historical information
  • Implement new software to replace existing Field Engineering Services system
  • Implement project management practices for large technical customer service issues
  • Initiate regular audit program of third-party approved service shops
  • Develop growth strategy to generate significantly increased revenue from on-site field service by leveraging third-party approved service shops
  • Execute on expanding service revenue by targeting installed base and proactively selling on-site field services
  • strong experience and ability to manage field service projects

Requirements

  • Bachelor’s degree in Engineering, Science, or related field.
  • 5 to 10 years of experience related to service business, specifically technical customer support and/or Field Engineering Services.
  • Ability to understand and interpret technical specifications and resolve issues in a timely manner.
  • Ability to remain calm and collected when dealing with urgent customer issues
  • Proven experience in motivating and managing a team to resolve technical customer service issues.
  • Strong leadership, organizational, planning, communication, and time management skills.
  • Excellent communication skills in English, both spoken and written. Functional French is also required. (3rd language knowledge is an asset).

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