Service Manager

6 months ago

Chester, Canada Hawboldt Industries Full time

**HAWBOLDT INDUSTRIES **is Canada’s leader in marine cranes, winches, and specialized lifting equipment. We support customers worldwide in the Ocean Research, Defense, Workboat, and Offshore Industries.

**WE DESIGN IT. WE BUILD IT.**

Canadian owned, entrepreneurial, globally-recognized, and located in Chester, Nova Scotia. We want people who are hands-on and excited to make an impact on the company, and the industry.

We are looking for a **Service & Warranty Manager**.

**WHAT YOU GAIN FROM WORKING HERE**
- Gain experience in a medium sized company that designs and builds custom capital equipment; a company who successfully competes with the large, multi-national corporations
- Get valuable work experience and exposure to sales, engineering and manufacturing departments
- Witness the design, building and testing of our equipment and provide service support on some of the biggest projects in the world
- Experience travel and seeing different parts of the globe
- Overtime after forty hours
- Benefits and a Group RRSP

***

This position is responsible for managing the daily activities of the Service Department including supervision and scheduling of all service department staff, liaison with customers on requirements for service/maintenance/repairs and preparation of all customer proposals for Service. You are also responsible for managing open warranty claims, ensuring customers receive timely communications and warranty items are actioned and closed as quickly as possible. The position summary is to be used as a guideline only and may not incorporate all functions of the job.
- Maintain, develop and implement policies and procedures necessary to facilitate service and warranty
- Manage daily operations of service and warranty to ensure the highest level of customer service, while addressing issues quickly and professionally
- Plan and organize the team so that customer deadlines are achieved, and team has a high level of readiness when arriving on site
- Must be able to analyze and document customers’ needs/issues in order to communicate information to the right internal experts
- Manage internal process for each claim from set-up to completion
- Understand the requirements of the customer and quality work scope
- Track changes to work scope
- Actively communicate with customers, resolve disputes, and document change orders
- Monitor workflow to ensure all requirements are met and documents are distributed to appropriate parties
- Promote and comply with all company safety policies and procedures
- Work with manufacturing and engineering teams to provide cost effective solutions to design challenges
- Domestic and international travel to commission and repair equipment, as well as train customers

**ATTRIBUTES WE SEEK**
- Sense of urgency and high focus on customer success and satisfaction
- Previous leadership experience in a service/warranty role
- Strong mechanical aptitude
- Understanding of manufacturing methods and procedures
- Professional, reliable, trustworthy - builds strong relationships with customers while representing the Company
- Have solid time management, organizational and planning skills in order to maintain schedules, budgets and track progress of multiple projects
- Strong computer skills, including MS office
- Ability to work well independently as well as with a team
- Able and willing to travel to customers’ sites to support service and warranty team when needed, e.g. for commissioning equipment, training operators, and to troubleshoot and repair equipment

**ARE YOU INTERESTED?**

**Salary**: From $90,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care

Schedule:

- Monday to Friday
- Overtime

Supplemental pay types:

- Overtime pay

Ability to Commute:

- Chester, NS B0J 0A9 (required)

Ability to Relocate:

- Chester, NS B0J 0A9: Relocate before starting work (required)

Work Location: In person

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