Director of Training and Customer Excellence

8 months ago

Cambridge, Canada Fire Safety and Protection Full time

**ABOUT US**

Fire Safety and Protection, LLC, (FSP), corporate headquarters in Atlanta, is a leading provider of fire and life safety services. We offer inspection, maintenance, repair, design, and installation on a variety of systems for commercial, industrial, institutional, and governmental facilities. The company is led by veterans of the fire and life safety industry and has branch locations in the US and Canada.

**Position Overview**:
We are seeking a highly motivated and experienced **Director of Training and Customer Excellence** to support our dynamic team of fire and life safety services professionals operating across Canada and the US. In this role, you will initially focus on our operations in Canada, with the ultimate responsibility of overseeing training and customer excellence initiatives company wide. You will play a crucial role in driving change management internally while ensuring our customers receive exceptional service and support across all aspects of fire and life safety equipment inspection, maintenance, repair, design and installation.

**Key Responsibilities**:
**I. Strategic Leadership**:

- Develop and implement a comprehensive training strategy tailored to the needs of our operations and sales teams, with a focus on both Canada and the US.
- Lead change management initiatives to drive organizational alignment and enhance performance across all levels of the company.
- Collaborate with senior management to establish key performance indicators (KPIs) and metrics for measuring training effectiveness and customer satisfaction.

**II. Training Program Development**:

- Design, implement, and continuously improve training programs for technical staff, including technicians and engineers, covering a range of fire and life safety equipment and systems.
- Develop sales training programs to enhance product knowledge, sales techniques, and customer engagement skills for sales representatives across the organization.
- Utilize industry best practices and innovative training methodologies to ensure the highest standards of technical proficiency and customer service excellence.

**III. Customer Excellence**:

- Define and implement a customer excellence framework focused on delivering exceptional experiences throughout the customer journey, from initial consultation to installation and ongoing service.
- Partner with cross-functional teams to identify opportunities for process improvements and service enhancements to optimize customer satisfaction and loyalty.
- Establish feedback mechanisms and performance metrics to monitor customer satisfaction and drive continuous improvement initiatives.

**IV. Industry Expertise and Compliance**:

- Stay abreast of industry trends, regulations, and best practices related to fire and life safety services, including codes and standards applicable in Canada and the US.
- Ensure compliance with relevant regulatory requirements and certifications, providing guidance and support to maintain industry-leading standards of safety and quality.

**V. Cross-Functional Collaboration**:

- Foster strong partnerships with operations, sales, customer service, and other departments to align training and customer excellence initiatives with business goals and objectives.
- Act as a liaison between frontline staff and management, advocating for the resources and support needed to deliver outstanding customer experiences.
- Collaborate with HR to identify talent development needs, recruit top talent, and promote a culture of learning and continuous improvement.

**Qualifications**:

- Bachelor's degree in Engineering, Business Administration, or a related field (Master's degree preferred).
- Extensive experience in the fire and life safety services industry, with a strong understanding of fire protection systems, equipment, and regulations.
- Proven track record of developing and implementing effective training programs for technical and sales teams.
- Demonstrated ability to drive change management initiatives and foster a culture of continuous improvement.
- Excellent leadership, communication, and interpersonal skills, with the ability to influence and inspire others.
- Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
- Knowledge of relevant codes and standards in Canada (e.g., NRC, CCBFC, NFPA).
- Certification in fire protection (e.g., CFPS, CET) or training and development (e.g., CPLP, CPTM) is a plus.
- Ability to travel across Ontario and Eastern United States.

**Physical Requirements**:

- Maintain good overall physical health and stamina to effectively perform job duties, which may include long hours, travel, and high-energy presentations.
- Ability to carry and transport training materials, equipment, and supplies as needed.

**Core Values**:
Fair - Fair and Professional with customers and each other.

Safe - Safe in everything we do.

Accountable - Accountable for continuous improvement.

Princ

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