National Service Manager

4 weeks ago

Montreal Quebec GF, CA St-Amour & Associates, Senc. Full time

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, analyze, and interpret 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.
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