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Team Lead, Technical Support

5 months ago

Teulon, Canada Vidir Full time

**Vidir Solutions Inc., Elevating Careers and Community**
- “We rise by lifting others” - Robert Ingersoll _

What makes a Vidir Hero? Someone who serves others, acts with integrity, keeps others safe, and uses their powers to elevate others. Our team at Vidir is made up of individuals who help others do what they do best. Whether that’s creating a perfect precision weld or designing the next dynamic solution in automated material handling, our team members know that what they are doing every day is helping someone else be successful as well. With world class automation products in every industry and in over 45 countries across the globe, Vidir offers you a chance to be innovative and to set and achieve high standards. As one of Manitoba’s Top Employers a career at Vidir will help you find meaning in Mondays

Working at Vidir is about more than just being an employee; we work hard and hold ourselves to high standards. We encourage continuous growth, diversity, and lifting others up. We live by the Code of Vidir HEROICS, our shared set of values and the way they shape our decisions and actions to turn every day into an epic opportunity to elevate to the next level. At Vidir, you’re part of the family and this is our family culture.

Our mission is to “Make the world’s products safely accessible”. We are looking for ambitious, curious, creative individuals, who are continuously growing to join our team of Vidir Hero’s.

**THE OPPORTUNITY**

Become a Vidir Hero at our **Arborg or Teulon facility **. Level up your career as a:
**Team Lead, Technical Support**

The Technical Support Team Lead will oversee the Technical Support Service Team in the Customer Care Department, ensuring exceptional service is provided to both new and existing customers.

This role involves managing relationships with internal and external service technicians and customers, as well as developing and following service processes and procedures.

**Responsibilities**

“ _With great power comes great responsibility.” _
- Provide all necessary technical support to Vidir customers and ensure their experience is optimal and that all service requirements are filled by investigating their concerns, diagnosing any issues, proposing effective solutions, suggesting better methods and techniques, and suggesting improvements to the system.
- Establish and monitor KPIs to measure team performance and drive process improvements by continuously improving existing processes and procedures.
- Manage Human Resource functions for the technical support service team implementing, monitoring, and reviewing training and development plans.
- Provide guidance and support to the team through coaching and mentoring.
- Conduct regular review meetings to assess team performance and identify areas for improvement.
- Develop new processes and procedures in accordance with Vidir’s strategic planning goals.
- Collaborate with other Vidir departments to establish company-wide areas of improvement and customer needs.
- Represent the Core Values of Vidir Solutions Inc. in all workplace interactions.

**Qualifications**

**A combination of education and experience will be considered.**
- Strong leadership skills
- Strong work ethic and positive team attitude
- Must be mechanically inclined and have strong analytical skills.
- Knowledge of same or similar products
- Experience troubleshooting HMI and product electrical and mechanical machine interfacing.
- ERP software experience
- Strong oral and writing communication skills and very customer service oriented. Good computer literacy with ability to manage new software programs.

**Accommodations**

Vidir Solutions Inc. is committed to meeting the accessibility needs of all individuals in accordance with The Accessibility for Manitobans Act and the Manitoba Human Rights Code. Should you require accommodations during the recruitment and selection process, please let us know.

**Love Where you work - Live where you love**:
You’re elevating others every day - we want you to reach the next level too That’s why Vidir offers a competitive salary and benefits package; as well as incentives, perks and parties that promotes a culture of recognition and a rewarding work environment. We are also located in some unique locations that allow for the ultimate opportunity to enjoy that elusive work life balance. Ask us about our locations to find out more It’s time to rise together and come manufacturer a brighter future with us