Technical Service Manager

2 months ago

Stoney Creek, Canada Zelus Material Handling Full time

Our purpose is simple: To enrich the lives of our partners. Zelus is committed to providing our customers with the highest quality products and services available today, and we believe that commitment begins with hiring the best people.

As a member of the service team and as a new member of our Zelus family; you will join a diverse, dynamic group of highly motivated individuals that bring with them a wide array of talents, skills, and backgrounds.

The **Technical Service Manager** will ensure our team of Crane Service Technicians has the information and tools required to exceed our customers' expectations by providing timely, reliable, and professional service.

**WHAT YOU WILL DO**

**Technical Training and Support**:

- Act as a coach and mentor for technicians by providing onsite, hands-on training.
- Offer technical guidance and assistance to crane technicians during troubleshooting and resolution of complex issues.

**Onsite Service and Support**:

- Perform onsite crane service tasks, including participation in on-call rotations for emergency situations.
- Assist the Service Manager in assigning technicians to appropriate jobs based on their skills
- Ensure that jobs are performed within estimated parameters; coordinate with the Service Manager/Estimator to adjust as needed to preserve Gross Margin

**Team Development and Management**:

- Participate in 1:1 meetings with the Service Manager, fostering a motivational environment and supporting disciplinary actions when necessary

**Customer Relations and Sales Support**:

- Maintain customer relationships and address any concerns while supporting the development of Overhead Crane Service sales
- Assist estimators in preparing and submitting quotations and addressing inspection deficiencies as required

**Project Management Support (Mod and upgrade)**:

- Conduct onsite visits to gather information necessary for preparing quotations aligned with company requirements (Gross margin, Terms and Conditions)
- Follow up with customers to secure Purchase Orders (POs), prepare work orders (WOs), and advise technicians on the type and location of work to be performed
- Prepare a scope of work for both the Service Technician and the customer for Mod and upgrade projects

**Continuous Improvement and Safety**:

- Stay updated on industry trends, best practices, and technological advancements related to crane maintenance and repair
- Support the development and implementation of standardized procedures for efficient and effective service delivery
- Ensure compliance with Occupational Health and Safety legislation (OHSA) and promote safe working practices among technicians, including equipment operation and hazard reporting
- Conduct site safety checks and review site-specific Personal Protective Equipment (PPE) and Job Hazard Assessments (JHA) documentation as required

**Additional Responsibilities**:

- Provide necessary support to the Service Manager in their absence or in conjunction with them or their substitute
- Perform other duties as assigned

**WHAT YOU NEED**
- Minimum 3 Years' experience in a similar role
- Previous O/H Crane experience
- Technical Expertise
- Excellent problem-solving abilities and technical proficiency in crane systems and equipment
- The ability to work under pressure and handle stress
- Intermediate computer skills; MS Office
- Strong leadership skills with the ability to effectively manage and motivate a team
- Proficient communication and interpersonal skills, with the ability to interact confidently with customers and internal stakeholders
- Willingness to travel to customer sites for service visits and inspections, as needed
- Availability to respond to emergency service calls outside of regular business hours
- Valid driver's license and clean driving record

**WHAT WE OFFER**
- Competitive Wages
- Comprehensive Benefits Package (Health, Dental, Vision, Out of Country and more)
- Health Spending Account
- RRSP Matching Program
- Profit Sharing
- Employee Assistance Program
- Family, Friendly Environment

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