Job description :

Member of service team responsible for managing activities and processes in a manner consistent with our philosophy, goals, and objectives.

The primary responsibility of this position is to manage technical support and after sales service for Canada.

Duties and Responsibilities :

Service Process Management :

• Manage and develop Service Agents for Canada.
• Assist in planning and achievement of the company service team goals and objectives.
• Locate and develop new service agents as needed to support assigned region.
• When appropriate, dissolve existing service agent relationships that do not effectively support our company and our customers.
• Negotiate service agreements, warranty rates, and performance objectives with new and existing service agents.
• Provide communication back to the Service Agents on their performance to ensure they can take the appropriate action in meeting the needs of our customers.
• Address complaints and resolve problems in a timely manner ensuring that the appropriate Service Agent is providing our client customers with professional service.
• Approximately 40% travel is required.

Service Agent & Sales Team Development and Support :

• Prepare and deliver technical presentations that explain products and services to Service Agents, company Sales Team, Manufacturers Reps, and Customers.
• Perform equipment technical training to key account preferred service networks.
• Develop Service process for assigned region to include planned maintenance programs, parts stocking requirements, installation programs, etc.
• Train service network (authorized service agents and key account preferred network) on chain specific needs and special programs.
• Work closely with sales team to ensure technical support needs of specific key customers are met.

Hotline Support :

• Hotline support when needed to back-up the company hotline team.
• Dispatch Breakdown Service.
• Support Installations.
• Follow-up on dispatched service to ensure timely completion.
• After Hours Hotline support Service Manager performs after hours hotline support on approximately a 6-week rotation.

Warranty Administration :

• Warranty Service Authorization.
• Service Agent Warranty Invoice Approvals.

In-House / Field Training :

• Registration of participants.
• Hotel reservations made and confirmations sent to students.
• Organize Training Materials and set-up training room.
• Organize Morning Coffee, Snacks, Drinks and Lunch.
• Create training certificates and ID badges.

Skills and qualifications :

Education and / or Experience :

Bachelor’s degree in a technical field from an accredited college or university; or equivalent combination of education and relevant experience.

3-phase power, electronics technology troubleshooting background is essential, gas fired equipment experience is a plus.

Experience in the Commercial Food Equipment service industry dealing with 3rd party service networks.

Language Skills :

• Ability to effectively communicate information and respond to questions from customers team members, and business partners in English and French.
• Ability to read, analyzes, and interprets general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Bilingual (French and English)

Mathematical Skills :

• Ability to calculate figures and amounts such as discounts.
• Ability to work with and calculate common technical measurements (e.g. AC / DC Volts, Hz, Amp, Ohm, air pressure, water pressure, gas pressure, measurements in English and Metric, etc.)

Reasoning Ability :

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.