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Field Service Supervisor

2 months ago

Québec, Quebec, Canada TOMRA Full time
Job Description

About the Role

TOMRA is seeking a highly skilled and experienced Field Service Supervisor to lead and supervise a team of Field Service Engineers. As a key member of our team, you will be responsible for ensuring the efficient and effective delivery of technical support, maintenance, installation, and customer training services for TOMRA's sorting equipment.

Key Responsibilities

  • Deliver exceptional customer service to both external and internal customers, ensuring high levels of satisfaction and loyalty.
  • Drive the team to meet goals for customer satisfaction, revenue, and cost control, through effective leadership and strategic planning.
  • Respond to and resolve inquiries from customers, Sales Agents, and Area Sales, in a timely and professional manner.
  • Collaborate with Managers and Field Service Engineers (FSEs) on technical issues, to ensure seamless resolution and customer satisfaction.
  • Travel to customer sites as needed to resolve unresolved technical issues, and provide on-site support and training.
  • Research and analyze field reports and maintenance checklists to identify and solve problems, and implement process improvements.
  • Perform quarterly KPI and annual reviews with the team, to ensure alignment with company goals and objectives.

Requirements

  • A Bachelor's degree in electrical, electronic, mechanical, mechatronics, sustainable manufacturing, or industrial engineering, or equivalent experience.
  • 2+ years of supervisory experience with customer service background, and a proven track record of success in a similar role.
  • Working knowledge of electronic system troubleshooting, PC repairing, diagnostic testing, analog and digital circuits, electrical power circuits, PLC circuits, and basic test equipment such as oscilloscopes and voltmeters.
  • Strong analytical skills and clear communication abilities, with the ability to effectively communicate technical information to non-technical stakeholders.
  • Proficiency in English and French, with the ability to communicate effectively in both languages.
  • Extensive domestic and international travel, up to 70%, with the ability to obtain a valid passport and visa to work in Canada and the US.

What We Offer

  • A competitive salary range of $90,000 - $100,000 CAD, depending on experience.
  • A comprehensive benefits package, including medical, dental, and vision plan options that cover premiums at 100% for employees.
  • A healthy PTO policy with 31 days annually (sick, vacation, holiday) which increases with each year of seniority.
  • The opportunity to work for a globally renowned company, with a strong commitment to innovation, sustainability, and customer excellence.
  • A collaborative and inclusive company culture, with a strong focus on diversity, well-being, and teamwork.
  • Professional training and development opportunities, to help you succeed in your role and advance your career.