Technical Service Manager

2 weeks ago

Oakville, Canada Hayward Industries Full time

Overview:
Hayward Pool Products Canada Inc. is a leading manufacturer of swimming pool equipment. For over 90 years, we've been helping pool owners enjoy the pleasures of pool ownership by manufacturing cutting edge, technologically advanced pool equipment worldwide.

**Responsibilities**:

- Implement and maintain warranty protocols which are consistent with US programs and Canadian market requirements
- Continuously grow and manage the network of Hayward Authorized Service Centres (HASC), to drive service quality and responsiveness
- Provide high level of technical assistance and responsiveness to consumers via the call centre and website contacts
- Manage a team of Technical Service Representatives in Oakville, and regionally
- Facilitate training, professional development and motivation of staff
- Facilitate training for Hayward Authorized Service Centres (HASC) nationally
- Implement and manage systems and processes which drive efficiency for Hayward and our business partners
- Manage all call centre and administrative processes required to support our HASC and consumers
- Maintain reporting requirements and conduct regular reviews to manage the business
- Develop and maintain strong working relationships with key direct customers in concert with the Sales and Customer Service teams
- Execute the overall goals of the division, as directed by senior management
- Work closely with Operations, Shipping, Sales and Customer Service
- Manage all English/French communication requirements of our customers, including written escalations

Qualifications:

- Minimum 5 years of experience or equivalent combination of education and experience
- College or Bachelor’s degree in business, marketing or related area preferred;
- Must be able to set priorities, utilize good judgment in problem solving, pay attention to detail and take the initiative by recognizing areas where issues may arise.
- Proficiency in using MS office products.
- Excellent verbal and written communication skills
- A strong business sense and ability to deal with problems involving many variables
- Manages difficult or emotional customer situations;

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