Supervisor - After-sales Service

2 weeks ago

SaintGermaindeGrantham, Canada Annexair Inc. Full time

**Supervisor - After-Sales Service**:** Looking for a stimulating job?**

**Do you want to work on large-scale HVAC projects for prestigious clients such as NASA, Google, Harvard, Coca-Cola, or the US Army?**

**Do you want to make a positive impact on the environment?**

**Stop searching, come join us**

**Benefits of being on our team**:

- Ultra comfortable and clean work environment
- 2 weeks of closure during the summer + paid Christmas holidays
- Group insurance
- $500 employee referral bonus
- Personal days off
- Corporate clothing
- Employee assistance program
- Active social club

**Job Summary**

Reporting to the Senior Director of Engineering, the position holder is responsible for supervising the members of the technical support team and ensuring the smooth operation of Annexair's service to customers. In addition to their supervisory role, they actively contribute to achieving team goals (technical support, troubleshooting, parts submissions, etc.).
- Manage priorities and assign tasks to the technical support team.
- Provide technical assistance during the commissioning of Annexair machines at the customer's site.
- Diagnose and identify the cause of problems during customer calls (operation sequence analysis, performance analysis, etc.).
- In problematic situations, take action ensuring the involvement of relevant departments.
- Collaborate with the purchasing department to provide parts and component quotations to customers when necessary.
- Ensure the integrity of information associated with the purchase and dispatch of parts to customers through the ASV process and our other related processes.
- Establish and monitor performance indicators related to their department.
- Keep abreast of product developments and ensure the updating of technical documentation and customer manuals (IOM).
- Determine the need for technical manpower on-site and follow up with our internal and external partners.
- Collaborate with sales to maintain business relationships by offering superior after-sales service.
- Ensure the mobilization and development of resources in accordance with Annexair's values.
- In collaboration with the technical and product teams, ensure the training and maintenance of knowledge of their team in terms of components and new technologies.
- Manage and follow up on customer complaints and claims.

**Experience and education**

**Education and experience**:

- All relevant qualifications will be considered.
- Minimum of 5 years of experience in the HVAC field.
- Minimum of 5 years of customer service experience.
- Ability to read hydraulic, mechanical, and electrical schematics and plans, dimensions, and tolerances.
- Ability to work in a team and manage stress and emergencies.
- Practical knowledge of mechanical, electrical, hydraulic, and control equipment.

**Special skills**:

- Bilingualism (written and spoken) is essential.
- Proficiency in English is mandatory for this position as reference documents provided by clients are in English only in the vast majority of cases. Additionally, several contacts and events with our English-speaking clients will occur during employment.
- Mastery of Microsoft Office suite software (Outlook, Word, Excel, and PowerPoint).
- Writing skills.
- Demonstrated sense of priorities.
- Ability to judge when and to whom to delegate tasks to meet deadlines.
- Ability to initiate and maintain contacts with clients and business partners.
- Ability to diagnose and resolve problems quickly.
- Interest in troubleshooting.

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