Technical Service Manager

**Position Overview**

We are seeking an experienced **Technical Service Manager** to lead our service and support teams, with a strong focus on managing field quality issues, overseeing regional technical groups, and supporting insurance claim processes. This role combines technical expertise, leadership, quality management, and a robust training focus to ensure exceptional customer satisfaction, operational efficiency, and organizational growth.

**Key Responsibilities**

**Leadership and Team Management**
- Lead, mentor, and develop a team of technical service professionals across Canada, including teams in **Montreal and Fergus**.
- Set performance standards and goals for the team, ensuring accountability and continuous improvement.
- Foster a collaborative environment to encourage knowledge sharing and innovation.

**Training Development and Delivery**
- Develop training doctrine, curricula, and content that supports business goals.
- Propose training and development initiatives in alignment with organizational needs.
- Facilitate training for employees, contractors, service technicians, and distributors through various delivery media, including instructor-led classroom sessions, live and recorded video, and hands-on labs.
- Write technical training materials such as knowledge articles, quick reference guides, PDFs, video scripts, and PowerPoint presentations.

**Field Quality and Regional Oversight**
- Lead efforts to identify, analyze, and resolve **Canadian field quality issues**, ensuring a swift response to customer concerns and equipment failures.
- Work closely with the **Montreal and Fergus technical teams**, ensuring alignment on quality standards, training objectives, and service initiatives.
- Conduct regular site visits and audits to ensure field operations and quality processes meet company and industry standards.
- Provide detailed reports on field performance, quality metrics, and improvement plans to senior management.

**Quality Control (QC) and Quality Assurance (QA) Management**
- Establish and maintain quality control and quality assurance standards within technical service operations.
- Develop and implement quality inspection processes and procedures to verify compliance with operational standards.
- Conduct audits and quality checks of service processes, training programs, and technical outputs.
- Collaborate with product and engineering teams to address quality-related issues and implement corrective actions.
- Train team members on quality standards and best practices to foster a culture of continuous improvement.

**Insurance Claims and Legal Support**
- Support the resolution of **insurance claims**, including gathering and analyzing technical data to support cases.
- Provide **court testimony** as an expert witness when required, ensuring technical accuracy and professionalism.
- Collaborate with legal and insurance teams to ensure claims are managed efficiently and effectively.

**Customer Support and Technical Solutions**
- Act as the primary point of contact for escalated technical issues, providing timely and effective resolutions.
- Develop and maintain strong relationships with sales & customers service teams, ensuring their needs are understood and addressed.
- Oversee the implementation of after service agreements and contracts to meet or exceed customer expectations.

**Organizational Development and Evaluation**
- Conduct organizational training and development needs assessments.
- Conduct follow-up studies of completed training programs to evaluate and measure results.
- Monitor and report on the effectiveness of training initiatives and recommend improvements.

**Operational and Financial Management**
- Monitor spending against departmental and project budgets.
- Manage and schedule planned and unplanned projects and training programs.
- Ensure efficient allocation of resources and adherence to timelines.

**Technical Expertise and Process Improvement**
- Stay up-to-date on industry trends, products, and technologies to provide expert guidance.
- Identify and implement process improvements to enhance efficiency, service quality, and customer satisfaction.
- Collaborate with engineering and product teams to address recurring technical issues and drive product improvements.

**Other responsibilities may be assigned as necessary.**

**Qualifications**

**Education**:

- Bachelor's degree in Engineering, Technology, Quality Management, or a related field. Equivalent experience will also be considered.
- 5+ years of experience as a trainer, coach, or training facilitator, preferably in a (large) corporate environment with multi-channel (wholesale/retail) distribution and in-home service

**Experience**:

- 5+ years in a technical service, field quality, or related role, with at least 2 years in a leadership position.
- 5+ years of experience in **multi-media production**, particularly live television.
- 5+ years of experience in the **plumbing, electrical, or HVAC ind