Customer Success Supervisor

5 months ago

SaintHubert, Canada Techo-Bloc Full time

**Company Description** Pave your career at Techo-Bloc**

We are entrepreneurial and innovators at heart who love to roll up our sleeves, jump right in and get things done. We boast 9 cutting-edge manufacturing facilities, 13+ distribution centers, and a dynamic team of over 900 employees located across 20+ locations in North America. We have ambitious growth plans and a restless pursuit of excellence. We live to create, and we invest in great ideas. We take pride in offering a collaborative, inclusive and positive working environment.

**Career Growth and Recognition**:
At Techo-Bloc, we're career builders. Explore advancement opportunities through our well-defined career paths by department. Your success is our shared responsibility, supported by a culture that values your unique contributions.

**Performance-Driven Rewards**:
Experience the direct impact of your efforts with competitive performance-based bonuses. Join a passionate, driven team that collaborates seamlessly to achieve remarkable results.

**Collaborative Company Culture**:
Ditch the silos and join us in driving innovation and excellence together. We support and care about each other’s success Experience a vibrant culture with 5-star ratings from most of our employees. Leave egos at the door as we engage in activities like brainstorming sessions, lively BBQs, and festive parties, fostering a strong sense of community and belonging.

**Perks and Benefits**:

- A **structured, comprehensive training program** over several weeks with an **expert trainer**:

- A **career development plan** enabling you to continue to develop and learn in a number of areas
- RRSP with employer contribution
- 24/7 telemedicine & Employee Assistance Program (EAP)
- Inhouse leadership development and coaching
- Training & Development Programs
- Flexible work arrangements
- Considerable referral bonuses
- Discounts on Techo-Bloc’s products
- Healthy snack-filled kitchens
- Techo-Bloc branded swag
- Free parking
- Employee Recognition Events
- English and French courses available as needed

Reporting to the Senior Manager, Customer Success, you will play an integral role in the development of our department strategy and in developing our team’s talent. This role includes managing a team of 4 Customer Success Advisors and 7 Field Service Crew (field technicians) members. The advisors are responsible for handling and managing warranty claims from creation to resolution. The field service crew members are responsible to execute solutions provided by the sales team for warranty issues.

Key Responsibilities:

- Responsible for recruiting, selecting and developing employees;
- Coaches, supports, and drafts performance improvement plans when required;
- Accomplishes staff results by communicating job expectations, planning, monitoring, and appraising job results;
- Coordinates and enforces systems, policies, procedures, and productivity standards;
- In collaboration with the Senior Manager, participates in defining department / team’s objectives;
- Performance management through KPIs defined for the department;
- Regularly reviews customer interactions and coaches in consequence;
- Sets and maintains regular team meetings;
- Participates in the planning and execution of policies and procedures;
- Plans the Field Service Crew Members schedule two weeks in advance and ensures that they are equipped to execute their work orders (ordering equipment, tools and cleaning products);
- Assists in the warranty resolution process (warranty case processing, creating work orders and responding to online tickets) up to 25% of the time.

**A Day in the Life**

**Qualifications**
- Minimum of 3 years of experience as a Manager (Industry experience preferred);
- Excellent written and oral communication skills in both French & English (English is required to communicate with clients outside of Quebec);
- Experience and knowledge of ERP systems (an asset);
- Ability to coach and mentor as well as delegate responsibility and ownership of various tasks and strong ability to lead, motivate and provide guidance and constructive feedback to team;
- Excellent organization, time management, problem-solving skills and planning skills to manage multiple priorities;
- Flexible and adaptable to changes, ability to work well under pressure.

**Additional Information**
If you have what it takes, we want to meet you

**Ambition Thrives Here** Techo-Bloc is a firm believer in everyone having a voice and the opportunity to make an impact. We value empathy and enthusiasm. If you are determined to support the success of your customers and build a reputation that will set you apart from the competition, this is the place to do it.
- We thank all applicants for their interest; however, only those under consideration will be contacted._

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