Field Services
4 days ago
**Job Summary**
Collaborating with the Canada Services Leadership and Regional Sales Team, the Manager will secure the **Best Customer Experience working** in the Western Canada and Ontario Regions.
Key Objectives for the role include**:LEAD**, Maintain and Improve customer relationship/assets performances in the Region ; **Develop and enhance** technical capacity and capability to face market needs in the Region and manage cross training; Manage Machine **Installations**and **FSE intervention**in the Region; Deliver **Efficiency and quality** on FSE Interventions in the Region; Support Business Development (Billable field jobs, PM program, and so on); **Implement proactive solutions to minimize downtime and improve service delivery standards across all customer sites; and Drive continuous improvement initiatives by gathering customer feedback and translating it into actionable operational strategies.**
**KEY RESPONSIBILITIES INCLUDE**:
1. Manage Technicians in cooperation with Direct Manager - HR items and daily requirements
2. Manage and secure the Complete Installation process - sharing the plan with Regional Sales Manager, coordination with Sales Administration/Logistic, Spare Parts Dept., Technical Services, Service Coordinators and supporting technicians onsite
3. Manage the Onsite Interventions - escalated critical case to Regional Sales Manager, Spare Parts Dept., Technical Services. Service Coordinators and supporting technicians onsite
4. Escalate technical cases to Technical Services Department.
5. Cooperate with Direct Manager on the recruiting process
6. Collaborate with HQ Dept. when we have a joint installation and service call
7. Handle dispute and billability of FSE interventions
8. Analyse the technical Market needs, training development paths, Market Technicians numbers in the Region
9. Cooperate with the **Customer Care Director** to Budget evaluation and proposal
10. Reporting and Monitoring Analysis and Propose/Manage Actions Plan
11. **Develop and implement ongoing training programs to increase the skill level of technicians, ensuring they are up to date with the latest internal technologies and service techniques.**
12. **Organize and lead weekly meetings with director, Area Managers and technicians to review performance, discuss ongoing issues, and plan for upcoming interventions.**
**SKILL REQUIREMENTS**:
- Basic Technical Skills - Minimum **5** Yrs of experience in Service Dept.
- Excellent Customer orientation skills
- Excellent inter-department Relationships and communication
- Proficient verbal & written communication skills
- High level of self-motivation and ability to work independently
- Strong team building competences
- Good planning and organizing skills
- High level problem solving and decision making ability
**Job Types**: Full-time, Permanent
Pay: $79,500.00-$96,500.00 per year
Additional pay:
- Retention bonus
**Benefits**:
- Company events
- Company pension
- Dental care
- Life insurance
- On-site parking
- Wellness program
Schedule:
- Evening shift
- Monday to Friday
- On call
- Weekends as needed
**Education**:
- DCS / DEC (preferred)
**Experience**:
- Field Services and Installation: 3 years (required)
**Language**:
- English (preferred)
Licence/Certification:
- Class G Licence (required)
Willingness to travel:
- 25% (required)
Work Location: In person
Application deadline: 2025-01-15
Expected start date: 2025-01-23
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