Team Lead, Dealer Support Group

Yamaha Motor Corporation ("YMC") is a publicly listed Japanese Corporation in the business of manufacturing and distributing recreational product to dealers and customers around the world. YMC is a Kando creating company; "offering more excitement and a more fulfilling life for people".

Yamaha Motor Canada Ltd ("YMCA") is a subsidiary of YMC, responsible for distributing Yamaha Motor product to Canadian dealers and consumers. YMCA's Vision is to "Create Lifelong Memories by Connecting People through Unique Canadian Outdoor Experiences". YMCA executes its day-to-day activities in reference to its defined values, "Be Inclusive", "Think Customer", "Own it", "Innovate Now", "Trust & Integrity", "Be Agile", and "Drive results".

Position Information

• Department: Service
• Location: 480 Gordon Baker Road
• Hybrid
• Status: Full Time
• Reports to: Senior Manager, CX & Warranty

Summary of Responsibilities

The Team Lead, Dealer Support Group, is responsible for the management and scheduling of staff, while serving as the primary liaison between Yamaha dealers, owners, industry enthusiasts, and YMCA/YFS. This role focuses on fostering strong communication and relationship building to enhance the customer and dealer experience. The Team Lead will oversee the handling of contacts and inquiries, ensuring timely and effective support that reflects the company's commitment to excellence. In doing so, the role contributes directly to strengthening the company's brand, reputation, and customer loyalty.

Key Duties and Responsibilities

• Manage staff that investigate and respond to inquiries and concerns in English or French by telephone, letter, fax, email, or walk-ins. Respond to communication from the Government, law firms, and consumer protection agencies on matters relating to Yamaha products/policies. Prioritize tasks giving precedence to urgent cases to mitigate negative experiences, buy-backs or legal situations.
• Coordinate the communicate with dealers and internal departments to obtain relevant information toward resolution and/or answer inquiries. Proper departments and staff are consulted, and inquiries are answered expeditiously and within reasonable time frames. Regular monitoring of open cases is necessary to ensure timely opening and closing of Service Request (SR) tickets.
• Manage Dealer Support & Customer Relations staff to ensure adequate coverage and service delivery. Provide coaching, mentoring, and performance feedback to team members (e.g. Successfactors). Monitor workload distribution, ensuring timely responses and resolution of inquiries.
• Collaborate with other departments to support customer engagement activities. Track and report on service levels, response times, and customer satisfaction metrics. Contribute to cross-functional projects that drive continuous improvement in the dealer and customer experience.
  Assist and participate in corporate shows and special events as required.

Education Requirements and/or Experience Requirements

• Degree/Diploma: Undergraduate Degree/College Diploma
• Program of Study: Customer Relationship Management/Business Administration
• Years of Experience: 3-5 years preferred
• Type of Experience: Customer Service/Technical

Skills and Abilities

• Strong leadership skills with experience managing and scheduling staff.
• Excellent communication and interpersonal abilities to build relationships with diverse stakeholders.
• Customer-focused mindset with a proven ability to resolve issues effectively.
• Solid organizational skills and attention to detail with the ability to manage multiple priorities.
• Strong problem-solving skills with a collaborative, solutions-oriented approach.
• Professional presence and ability to represent the company positively with customers, dealers, and industry partners.
• Strong listening, interpersonal and negotiation skills
• Command of English/French (written and verbal)
  Mechanical knowledge/skills

Expected salary range: $72,000 - $90,000/per annum

Although base salary for this position falls within the above posted range, final compensation will be determined based on the candidate's skills, experience, qualifications, and internal equity. Our total rewards approach is designed to provide competitive compensation with a focus on employee experience.

Beyond base salary, our total rewards program includes:

• 100% employer‑paid health and dental benefits
• Employee assistance program
• Corporate bonus incentive + sales bonus (for applicable roles)
• RRSP with employer DPSP match (up to 5% of base salary)
• Employee‑paid STD, LTD, and life/dependent insurance
• Parental/maternal leave top‑up programs
• Product experience/engagement events
• Employee recognition program (Accelerate Together)
• Educational assistance
• Employee product purchase and rental program perks
  Kando‑driven corporate culture, recognized as a top GTA employer

This posting reflects a newly created vacancy within our organization. Artificial Intelligence (AI) tools may be used to support certain stages of the recruitment process, including applicant screening, assessment, or selection. All AI‑assisted activities are overseen by our recruitment team to ensure fairness, equity, and transparency.

Yamaha Motor Canada Ltd. welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.