Technical Customer Service Manager
4 weeks ago
Your tasks
This position assumes overall responsibility of the Customer Service processes (PLT & Truck) for Continental Tire Canada within the market:
Ensure appropriate resolution of all tire related Warranty complaints with respect to customer satisfaction and the commercial goals of the company.
Provide Technical Product Services to internal and external customers to support Sales & Marketing and Business partners.
Product Performance Monitoring and reporting of corporate product performance in relation to competition and market requirements.
Technical relation with governments and rubber/tire associations, AWACS. Technical assistance to marketing and on-line training such as Engage 360, Contilink.
Supervise retread audits, process improvements and Digital Solutions implementation within the market.
More specifically: Tire inspection procedure with results entered into the Global Complaint handling system. Supervise the Tire Inspectors that is doing the PLT warranties at the technical center. Supervise TT field personnel on decision taken at customer place and review the defective tire for proper coding. Inspecting PLT & TT tires at national warehouse every 2/3 months for warranties. Obtain, analyze and report field data regarding market requirement and product performance, identify and address quality adjustment trends for further review. Evaluate, classify & report performance feedback & market data collected from field adjustments and competitor benchmark data to the product improvement process (O21) meetings for review. Monitor and report results, effectiveness of product improvement measures. Recommend problem resolution scenarios. Answer complex and/or extensive customer complaints/adjustments and PDCs(Property Damage Claims) with respect to customer satisfaction and the commercial goals of the company.
Supervise retread audit, process, digital solutions implementation and provide support to Retread/Digital solutions field engineer. Support Marketing and/or customer service actions in the market, legal dept.
Provide technical and language assistance to Marketing and website platforms such as; Continental and General Canadian websites, Engage 360 and Contilink. technical relation with rubber tire groups and Governments and report to Hannover/NAFTA PLT & TT, Continental AWACS member. Preparation and presentation of TCS reports of PLT & TT: Market Quarterly Reports, PPMo reports, Quality Reports etc.
Health and Safety Manager/Management Representative responsible.
**Profile**:
Relevant Bachelors degree or Equivalent
Minimum 5 years experience with degree or 10+ years in technical or operational role in tire industry required. 7 years with degree preferred.
(At least 5 years in tire manufacturing facility position, operations or technical roles); experience in tech service are preferred.
Sales and Marketing Activities: Ability to match products and services to prospect needs and/or opportunities. Meet with key decision makers. Use a feature/benefit strategy. Address objections, close and follow up sales
Functional knowledge: Define contract law as it pertains to your product/service/company. Know the elements required in a contract and/or refer to legal department. Define licensing as it pertains to your product/service/company. Know the financial details of your customers. Understand the customer's operations (market share, growth strategies).
to provide reports and improvements based on customer needs.
Notice, interpret, and anticipate others' concerns and feelings, and to communicate this awareness empathetically to others. Develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support. Demonstrated leadership skills.
Ability to plan and deliver oral and written communications that make an impact and persuade their intended audiences. Ability to establish a working relationship with outside agencies, organizations, entities to meet the established needs. Polished presentation skills; ability to instruct effectively.
English fluency, Basic French required, fluent preferred
Frequent travel 30+%; ability to lift/handle tires and equipment,
Valid drivers license and passport
Legal Authorization to work in Canada is required. We will not sponsor individuals for employment visas for this job opening.
**Offer**:
***
**Keyfacts**:
Job ID
**REF13192R**
Field of work
**Marketing and Sales**
Location
**Mississauga**
Leadership level
**Leading People**
Job flexibility
**Hybrid Job**
- Legal Entity
- **Continental Tire Canada, Inc.
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