Customer Service Supervisor

2 months ago

Saanichton, Canada Quester Tangent Full time

**Job Title**:
Customer Service Supervisor

**About Us**:
Quester Tangent has been at the forefront of train technology for over 30 years. Located on Canada's scenic Pacific Coast, we cover the full lifecycle of train electronics, from design to support. Our technology enhances public transit across North America and Asia, improving efficiency, safety, and comfort. Join us in making a significant impact on the world’s transit systems.

**Your Role**:
As the Customer Service Supervisor, you'll take charge of ensuring seamless delivery of return materials authorization (RMA) services and product aftermarket support. You'll manage the entire RMA process, making sure that every step leads to exceptional customer service and satisfaction. Your leadership will be key to providing an outstanding experience for customers, setting the standard for quality and efficiency.

**How You Will Spend Your Time**:

- Supervise the customer service team in Manufacturing, ensuring compliance with quality standards and Key Performance Indicators (KPIs) as outlined in company procedures.
- Maintain customer service activities within acceptable standards and practices, recommending improvements to management for production operations.
- Develop a thorough technical understanding of Quester Tangent’s current and legacy technologies and products to provide first-level troubleshooting, log analysis, and problem diagnosis for customer return materials.
- Coordinate with technical support teams in Manufacturing and Engineering to address customer inquiries related to field modifications, repairs, upgrades, warranty service support, and post-warranty sales support, including the RMA sales quotation process and product returns.
- Oversee the RMA services, including issuing customer RMAs, managing the status of RMAs and field returns, and ensuring timely resolution of outstanding issues.
- Provide customers with failure analysis reports that detail the root causes of failures and suggest corrective actions.
- Enhance customer satisfaction by focusing on client responsiveness, customer relationships, and service reliability, ensuring high operational availability and associated service levels.
- Travel to customer sites to gather technical data, perform on-site troubleshooting, and supervise in-field deployments as necessary.
- Contribute to product improvement by providing feedback on design, manufacturability, and serviceability to increase product value.
- Continuously improve the customer experience by establishing mechanisms for performance monitoring, setting baselines for measurement, and identifying opportunities for reducing warranty and repair costs.
- Present monthly customer service performance reports to management.
- Perform other duties as assigned.

**What You Will Need to Succeed**:

- Degree in Engineering or a Diploma of Technology from a recognized institution.
- Proficiency in software usage in Windows and Linux environments.
- Strong problem-solving skills.
- Ability to diagnose technical issues at a high level and interpret log files.
- Willingness and ability to travel and represent Quester Tangent at customer sites in North America and Asia.
- Effective communication skills, both oral and written.
- Self-motivated, with a commitment to providing the highest levels of customer service.
- Strong interpersonal skills, with the ability to work collaboratively in a high-energy environment with mínimal supervision.
- WHMIS certification (preferred).

**Experiences That Will Help You Thrive**:

- 5-7 years of experience in Production, Engineering, or Customer Service within electronics manufacturing environment, including some supervisory experience.
- Working knowledge of general Quality Control procedures, policies, and directives.
- Knowledge of electronics production techniques.
- Ability to supervise the customer service team and troubleshoot and repair complex circuits.
- Understanding of production techniques, standards, and quality control principles.
- Commitment to high standards of workmanship and attention to detail.
- Proficiency in computer skills, including MS Office and ERP systems.

**Why Join Quester Tangent?**
- **Expertise and Innovation**:At Quester Tangent, your ideas shape the future. We’re a community that thrives on creativity, tackling challenges, and celebrating innovation every step of the way.
- **Impactful Work**:We’re passionate about what we do. Every contribution you make at Quester Tangent plays a part in improving public transit, creating a meaningful impact in communities around the globe.
- **Career Growth**:We’re committed to your continuous development through mentorship and training. With us, your next career milestone is within reach, supported by a culture that cheers your every step.
- **Work-Life Balance**: We value balance. Whether in the office or working remotely, we encourage you to disconnect after hours so you can thrive both personally and professionally.
- **

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