National Service Manager

Employment Permanent Date display: 15/06/2022 #Ref.:5977

Salary :

Activity area : Construction and engineering, Industrial and manufacturing

Post category : Executive search, Production and engineering, Sales

Province : Quebec

Region : Lanaudiere, Laurentians, Laval, Montreal, Montreal and surroundings

Recruiter : Stephane Faure

Contact us : sfaure@st-amour.com

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.