Technical Services Supervisor-candiac Qc-techniseal
1 week ago
Job ID: 480729
Techniseal, now a division of Oldcastle® Building Products, is located on the South Shore of Montreal and is an innovative Canadian company originally founded in 1984. We develop, manufacture and distribute a full range of premium quality products for the cleaning and protection of exterior surfaces. World leader in the production of Polymeric Sand and of treatment products for concrete pavers and slabs, Techniseal is active in Canada, the United States and Europe.
**We have your health and your future at heart**:
- Group insurance + Employee and Family Assistance Program (PAEF) and telemedicine upon hiring
- Group RRSP: employee-employer match contribution up to a maximum of 5% upon hiring
- Personal leave = three (3) days/year (2 days according to the labor standards law and company policy)
- Vacation = 4% + working days paid during holiday closure (2 weeks)
As Supervisor of Technical Services, you will be responsible for managing the after-sales service team, commonly known as Technical Services. Your role will be to guide and support your team for any questions or complaints that require complex technical skills. You may also be called upon to act as an expert in solving technical problems with your team as well as with other areas of activity in the organization.
**Main responsibilities**:
- Manage a small team of technical advisors and ensure the sustainability of your business sector.
- Act as the main contact person with your team for customer calls and complaints in order to help them find solutions to their problem.
- Lead or conduct in-depth investigations and manage complaints quickly and efficiently while ensuring that communication with customers is maintained throughout the process.
- Negotiate on behalf of Techniseal with third parties (subcontractors, and sometimes dealers and distributors) to find common ground.
- Ensure the proper management of customer complaints and ensure a well-documented follow-up.
- Bring new ideas to provide an optimal customer experience.
- Maintain close collaboration with R&D/Quality Assurance and Sales teams.
- Indicate complaint trends and communicate new findings to improve product quality and level of service.
- Maintain technical documentation including departmental procedures.
- Set up and maintain performance indicators (KPIs).
**Prerequisites**:
- University degree or college diploma in the field of communications or the relevant technical/scientific field.
- Minimum of 5 years of experience in the technical service/after-sales service or customer service sector, including 2 years preferably as a front-line manager.
- Communicates in French and English both orally and in writing. Knowledge of Spanish is an asset.
**Key skills**:
- Excellent communicator both orally and written
- Great problem solving and priority management skills
- Negotiation ability
- Experience or knowledge of the industrial world and retail
- Experience in the landscaping, coatings or building materials industry
- Knowledge of Salesforce for complaint management (or any other complaint management platform)
- Good knowledge of the Office 365
Free parking with charging stations for electric vehicles.
Public transport: Line T41 - Taxibus St-Catherine-Industriel (on reservation). Incentive parking Georges-Gagné Quai Taxi.
**We are an equal opportunity employer.
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