Customer Support Manager

About Delta-Q Technologies:Delta-Q Technologies (www.delta-q.com) develops and supplies battery chargers to original equipment manufacturers (OEMs) of electric vehicles and industrial equipment. Delta-Q’s unique blend of engineering capability in high-efficiency power electronics and embedded software design delivers innovative battery charging solutions to meet the evolving needs of its customers. With over 4 million vehicles and industrial machines already using its products, Delta-Q’s innovation is enabling the widespread adoption of environmentally friendly electric drive systems. Delta-Q was founded in 1999 and is a privately held company located in Vancouver, Canada.What We Value:Perseverance: We don’t give up when it’s hard.Innovation: We improve our products and processes when it’s a competitive advantage.Collaboration: We are one team. Respectful, open and honest.Driving Results: We are here to win. We work hard to deliver on our commitments.Doing the Right Thing is the central philosophy at Delta-Q. Four simple words that sum up our values, and so much more about our company. It means doing the right thing for our employees, communities, and customers.We’re passionate about creating a sustainable business and contributing to a greener future for the world. We have a Vision to 'Charge The Future' and we mean it.At the end of the day, it’s what keeps us going.About ZAPI GROUP:Delta-Q is part of the ZAPI GROUP of companies (www.zapigroup.com), a global leader in motion control, battery charging, and autonomous navigation software for electric and hybrid drive systems. As a full-solution supplier, the ZAPI GROUP can support every component OEMs need to design effective electric vehicles that meet cost goals and comply with tightening environmental standards.Position Summary:As the Customer Support Manager at Delta-Q, you will play the key role in providing post-sale technical support services to Sales, Business Development, Sales Application Engineering, Marketing, and Product Management. These services include customer production changes, support ticketing, field rework, warranty/RMA administration, duplicating customer field issues, and training programs. It is a critical role in ensuring long-lasting satisfaction of Delta-Q OEM customers, distributors, and end users.Values-based coaching techniques are key elements to a successful people manager at Delta-Q. You are expected to create trusting relationships with your team. By offering your guidance and expertise, you will help develop the talent and technical aptitude of those around you.This role is permanent, full time.Language of work: English.Specific Duties:Oversee support to global distributors:Build strong relationships serving as advocate for their needsSupport technical application questionsDesign and conduct regular training programsManage the Customer Support function by:Overseeing day-to-day operationsActing as escalation point for advanced customer inquiriesMonitoring support and warranty request performance metrics and trendsReviewing and editing documentation, training material, and support websiteReporting on team workload, service-level agreement achievement, and satisfaction scoreCoordinating field rework between customers, third party, and internal teamsFostering the growth and development of the teamChampion of customer-reported problems:Coordinating internal teams to follow 8D problem resolution processProcessing warranty requests and prioritizing critical failures to analysis teamCommunicating regular updates to affected customersEnsuring the Engineering department has sufficient application information or equipment to assess or duplicate the issue in order to arrive at a resolutionCollaborate with other departments such as product development, sales, and marketing to ensure alignment on customer needs and priorities.Other duties as required.Minimum Requirements:Post-secondary Degree in Electronics, Electronics Technology, Electrical Engineering or equivalent combination of education and experience.5 years experience working in a customer-facing technical role2 years of previous electrical design or manufacturing experience2 years team leadership and talent management experience.Effective decision making and problem-solving skills.Proven history of leading internal and external trainingExperience building and/or updating organizational processesExcellent project management skills with the ability to plan and execute program deliverables.Understands and practices a values-based approach to employee development and coaching.Excellent verbal, written communication and instructional skillsAbility to travel in North America up to 10% of the timeExperience working in an industrial or commercial distribution environmentPrior administration of a Customer Relationship Management (CRM) toolTraining in use of 8D quality management toolFamiliarity with CAN, CANopen, J1939 and associated toolsKnowledge of lead-acid and lithium batteriesConsistently exhibit and model Delta-Q’s company values (Collaboration, Perseverance, Innovation, Driving Results).BenefitsBase Salary: $76,000 - $86,000 per year plus bonus.The compensation offered will be determined by experience, qualifications, knowledge, and skills.Additional Benefits:Annual incentive (bonus) program2% GRSP employer matching with Industrial Alliance (iA)Comprehensive health and dental benefits with Sunlife FinancialPaid time off including vacation plus 8 days of personal time$300 annual Health Spending AccountEmployee & Family Assistance programming with Inkblot Therapy/GreenShieldIn-house GymEV charging stationsDog-friendly officeCompany Address: #100 - 3577 Gilmore Way, Burnaby BC V5G 0B3 #J-18808-Ljbffr