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Field Service Supervisor

3 months ago

Hamilton, Ontario, Canada XCMG Canada Ltd. Full time

XCMG Canada Ltd. is on the lookout for a motivated individual to become a key member of our vibrant team as the Technical Service Manager at our head office.

In this role, reporting directly to the Director of Operations, the Technical Service Manager will be essential in providing expertise and support to our expanding network of dealerships. The responsibilities include:

  • Fostering robust relationships with dealership service teams and factory staff;
  • Offering troubleshooting support;
  • Delivering technical assistance and in-depth analysis;
  • Collaborating with factory engineers and technicians;
  • Creating training materials;
  • Guiding the execution of effective pre-delivery inspection (PDI) protocols;
  • Conducting training sessions for dealership service teams;
  • Overseeing warranty processes;
  • Implementing product enhancement initiatives;
  • Advising on parts inventory management;
  • Traveling to dealer and customer locations for training, programming, and troubleshooting;
  • Playing a crucial role in enhancing customer loyalty, managing costs, maintaining service records, and achieving company objectives.

Key Responsibilities:

  • Ensure compliance with health and safety regulations, including conducting meetings and toolbox inspections;
  • Oversee the service department's operations to ensure efficiency and cost-effectiveness;
  • Enhance and refine the PDI process to improve equipment quality;
  • Provide clear technical support to dealers, ensuring timely and accurate responses;
  • Establish a failure analysis system to enable dealers to report product failures and corrective measures;
  • Work with factory representatives to develop training materials and technical documentation;
  • Collaborate with the XCMG US American Research Center and our US subsidiary to manage warranty claims;
  • Assist in implementing a comprehensive warranty support system for dealers;
  • Coordinate with factory representatives to address issues and support product improvements;
  • Manage the delivery and administration of product improvement processes and service communications;
  • Perform additional duties as required by the business.

Qualifications:

  • Red Seal heavy-duty technician certification or equivalent experience in the construction sector;
  • A minimum of 5 years of service experience in roles such as Technician, Foreman, Service Trainer, or Service Manager;
  • Experience with equipment in the General Construction Industry is essential;
  • Familiarity with heavy equipment and dealership service operations is a significant advantage;
  • Understanding of machine application, design, functionality, and environmental impacts on performance;
  • Knowledge of effective inspection processes and equipment lifecycle management;
  • Post-secondary education and/or relevant technical training and experience;
  • WHMIS, site orientation, and safety training are beneficial.

Core Competencies:

  • Commitment to safe work practices and promoting a strong safety culture;
  • Strong ethical standards and adherence to regulations;
  • A passion for making a positive impact and pride in one’s work;
  • Experience managing budgets;
  • Ability to work collaboratively in a team environment;
  • A willingness to learn and adapt;
  • Exceptional customer service skills;
  • Proficiency in Microsoft Office Suite;
  • Flexibility to work varied hours;
  • Willingness to travel as needed;
  • Strong organizational and time management abilities.

Physical Requirements:

  • Full-time position, Monday to Friday;
  • Standard working hours;
  • Ability to lift and handle up to 50 pounds.

We appreciate the interest of all applicants; however, only those selected for an interview will be contacted.

Job Type: Full-time

Benefits:

  • Casual dress code;
  • Dental and health care coverage;
  • Disability and life insurance;
  • On-site parking;
  • Paid time off;
  • Vision care.

Work Location: In-person