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Customer Service Regional Lead

4 months ago

Burnaby, Canada Greenlight Innovation Full time

Greenlight Innovation is the industry leader in fuel cell testing and manufacturing equipment. We are working closely with our customers to develop and build the next generation of hydrogen fuel cell and electrolyser.

We are growing and hiring a Customer Support Regional Lead to coordinate and lead a team of service engineers and technicians with a focus on customer management in North, Central and South America, one of four regions around the globe. This hands-on role is responsible for ensuring the team can respond to all customer enquiries within the region while being accountable for the team’s success and customer satisfaction.

**Responsibilities include**:

- Ensure the delivery of efficient and effective after-sales support to Greenlight’s customers.
- Support the hiring and onboarding process for the External Support Engineering group.
- Work with the CS manager and CS Team Lead to assess the External Support Engineering group’s growth and development.
- Analyze field escapes and other quality data to find trends and high-value opportunities for improvement.
- Work with the Internal Support Engineering group to review and act on customer feedback.
- Lead the regional team towards meeting its goals, objectives, and KPIs.
- Occasional local and international travel is required.
- Other duties as required.

***

**Skills and Experience**:

- Undergraduate degree in Engineering or equivalent and eligible for EIT or P.Eng. status.
- 5+ years post-graduation experience in a related role.
- Aptitude for organizing and leading other engineers and technical personnel.
- Strong written and verbal communication skills.
- Efficient time management and prioritization skills.
- Proficient with computers and MS Office suite.

**Why Work for Greenlight Innovation?**
- Canada's top 500 fastest-growing companies
- Contribute to solving global climate change challenges
- Flexible work hours
- Benefits package including dental, extended health, Employee and Family Assistance Program and Group RRSP
- Company-sponsored days-off

Thank you for your interest in Greenlight. While we appreciate all applicants, only those selected for an interview will be contacted.