Customer Support Manager

3 weeks ago

Burnaby, British Columbia, Canada Delta-Q Technologies Full time
About Delta-Q Technologies

Delta-Q Technologies is a leading developer of battery chargers for electric vehicles and industrial equipment. Our innovative solutions enable the widespread adoption of environmentally friendly electric drive systems.

Job Summary

We are seeking a highly skilled Customer Support Manager to join our team. As a key member of our support function, you will be responsible for providing exceptional technical support services to our customers, distributors, and end-users.

Key Responsibilities
  • Oversee support to global distributors, building strong relationships and advocating for their needs
  • Design and conduct regular training programs to ensure customer satisfaction
  • Manage the Customer Support function, overseeing day-to-day operations and acting as an escalation point for advanced customer inquiries
  • Monitor support and warranty request performance metrics and trends, reviewing and editing documentation and support website content
  • Report on team workload, service-level agreement achievement, and satisfaction score, coordinating field rework between customers, third-party, and internal teams
  • Foster the growth and development of the team, championing customer-reported problems and coordinating internal teams to follow the 8D problem resolution process
Requirements
  • Post-secondary degree in Electronics, Electronics Technology, Electrical Engineering, or equivalent combination of education and experience
  • 5 years of experience working in a customer-facing technical role, with 2 years of previous electrical design or manufacturing experience
  • 2 years of team leadership and talent management experience, with effective decision-making and problem-solving skills
  • Proven history of leading internal and external training, with experience building and/or updating organizational processes
  • Excellent project management skills, with the ability to plan and execute program deliverables
  • Understands and practices a values-based approach to employee development and coaching
  • Excellent verbal, written communication, and instructional skills, with the ability to travel in North America up to 10% of the time
Benefits
  • Base salary: $76,000 - $86,000 per year, plus bonus
  • Annual incentive (bonus) program
  • 2% GRSP employer matching with Industrial Alliance (iA)
  • Comprehensive health and dental benefits with Sunlife Financial
  • Paid time off, including vacation and 8 days of personal time
  • $300 annual Health Spending Account
  • Employee & Family Assistance programming with Inkblot Therapy/GreenShield
  • In-house Gym
  • EV charging stations
  • Dog-friendly office

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