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Technical Service Manager

3 months ago

Hamilton Ontario EH, Ontario, Canada XCMG Canada Ltd. Full time

XCMG Canada Ltd. is currently seeking an energetic individual to join a growing and dynamic team as the Technical Service Manager at our head office located in Hamilton, ON.

Reporting to the Director of Operations, the Technical Service Manager for General Construction Industry will be counted upon to provide support and guidance for XCMG’s growing body of dealerships with the following portfolio of responsibilities:

  • Develop strong relationships with dealership service and factory personnel;
  • Troubleshooting assistance;
  • Technical support and analysis;
  • Liaising with factory engineers and technicians;
  • Develop training material;
  • Provide direction for the execution of proper pre-delivery inspection (PDI) processes;
  • Provide training to support dealership service personnel;
  • Managing warranty processes;
  • Product improvement programs;
  • Guidance with parts inventories;
  • Travelling to dealers’ and customers’ sites to perform training, programming and troubleshooting;
  • The Service Manager will play a pivotal role in supporting customer retention, cost controls, as well as maintenance of all service records and achievement of set objectives for XCMG Canada Ltd.

Essential Duties and Responsibilities:

  • Ensure health and safety requirements are strictly adhered to, including meetings and toolbox inspections;
  • Responsible for the overall management of the service department to ensure that it is managed efficiently and cost effectively within budget;
  • Continue the development and improvement of the PDI process to continue the improvement of all equipment;
  • Provide technical support and assistance to dealers clearly communicating the scope of services required to ensure accurate and timely response;
  • Develop and maintain a failure analysis process to supply dealers with the ability to share product failure information and corresponding corrective actions - both before and after failure;
  • In co-operation with factory representatives, develop training materials and technical documentation to support dealers and customers;
  • In co-operation with the XCMG US American Research Center and our US Subsidiary XCMG North America – the Technical Service Manager will hold responsibility for developing, implementing, and administering a warranty claims process;
  • Provide assistance and guidance for the roll out of a robust warranty support process to dealers;
  • Liaising with factory representatives to resolve issues, develop support processes and policies as well as supporting product improvements and adjustments;
  • Responsible for the management, delivery, and administration of product improvement processes and service letters;
  • Other responsibilities as required by the business.

Education and Experience Requirements:

  • Red Seal heavy duty technician certificate or equivalent work experience in the construction industry;
  • Minimum 5 years’ service experience as a Technician, Foreman, Service Trainer or Service Manager;
  • Experience with the General Construction Industry line of equipment is required;
  • Knowledge of the heavy equipment and dealership service departments is a definite asset;
  • Knowledge of machine application, design, functionality and understanding the environmental effect on the equipment performance;
  • Understand effective inspection process and equipment lifecycle planning;
  • Post-secondary diploma and / or relevant technical education and working experience;
  • WHMIS, site orientation and safety training is an asset.

Core Competencies:

  • Demonstrated commitment to safe work practices and ability to champion a strong safety culture;
  • Strong ethics and compliance to rules and regulations;
  • A desire to make a difference and take pride in your work;
  • Experience working with budgets;
  • Ability to work in a team;
  • A willingness to learn;
  • Excellent customer service skills;
  • Ability to speak French will be considered an asset;
  • Sound working knowledge of Microsoft Office Suite of products;
  • Flexible to work daytime and partially night times;
  • Some travel required;
  • Strong organizational skills and time management skills.

Physical Requirements:

  • Monday to Friday
  • 8:30 am to 5:00 pm
  • 40 hours per week
  • Physical strength - ability to lift and manage up to 50 pounds.

We thank all applicants for their interest; however, only candidates selected for an interview will be notified.

Job Type: Full-time

Benefits:

  • Casual dress
  • Dental care
  • Disability insurance
  • Extended health care
  • Life insurance
  • On-site parking
  • Paid time off
  • Vision care

Schedule:

  • Monday to Friday

Experience:

  • Service: 5 years (preferred)

Work Location: In person

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