Service Head North America

2 weeks ago

Delta, Canada Raute Canada Ltd Full time

**Raute** is the partner to future-proof the wood industry. Our technologies cover different production processes with supporting digital and analytics solutions for engineered wood products. Additionally, we offer full-scale service concept ranging from spare parts to regular maintenance and modernizations. Our innovative hardware and software solutions are designed to support our customers efficient consumption of natural resources. In mill-scale projects, Raute is a global market leader both in the plywood and LVL industries. Raute’s head office and main production is located in Lahti, Finland. The company’s other production plants are located in Kajaani, Finland, the Vancouver area of Canada, Changzhou, China and in Pullman, WA, USA.

We are committed to our employees and their work life balance, benefits, and retirement goals. Here is what we can offer you:

- Extended health benefits for you and your family (vision, medical, dental, prescription coverage).
- RRSP employer contribution matching.
- Annual health spending account.
- Employee appreciation events.
- Paid time off.
- Highly competitive wages.

**ABOUT POSITION**

**Service Head North America **will report to the Executive Vice President Services and will work in close collaboration with local sales and service teams, the global service organization, and professionals within the different business units and support functions. This role primary focus will be to ensure the delivery of high-quality services that exceed customer expectations across the region. This involves managing service operations, optimizing processes, and fostering a customer-centric culture within the organization. Additionally, will be aiming to maximize profitability and drive business growth through innovative service offerings and effective client relationship management.

**Responsibilities**
- In line with the global Service Strategy initiatives, develop and implement long-term local growth strategies for your area.
- Overall day-to-day management and leadership of the local Services team
- Accountability for the local operations, including P/L
- Collaborate closely with your market area sales organization, engineering, and project team.
- Develop long-term relationships and understand the unique needs of customers' operations to maximize the entire life cycle of the equipment.
- Identify and implement business opportunities for field service agreements, spare parts and upgrades agreements, and digital services agreements.
- Assist with customer inquiries efficiently and provide professional customer service.
- Act as a key contact for large customer accounts.
- Ensure all contracts are followed up correctly.

**Qualifications and Experience**
- Bachelor’s degree in mechanical or electrical engineering, or relevant technical degree.
- + 10 Years experience in leading a Field service team, preferably within a North American context.
- + 5 years experience in plywood production processes, industrial equipment service business and developments will be an asset.

**Attributes**
- Strong problem-solving skills to address complex challenges and develop innovative solutions.
- Willingness to be hands-on from time to time, supporting your team.
- Customer-centric mindset with a commitment to delivering exceptional service and exceeding customer expectations.
- Exceptional communications and interpersonal skills with emphasis on respect, integrity, and discretion.
- Ability to adapt to a fast-changing environment with a positive and professional attitude under pressure.

**Job Types**: Full-time, Permanent

**Benefits**:

- Company events
- Dental care
- Vision care
- Wellness program
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

**Education**:

- Bachelor's Degree (required)

**Experience**:

- leading field service team: 7 years (preferred)
- Industrial equipment: 1 year (preferred)

Work Location: In person

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