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Customer Support Manager

3 weeks ago

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

About Delta-Q Technologies:

Delta-Q Technologies ) develops and supplies battery chargers to original equipment manufacturers (OEMs) of electric vehicles and industrial equipment. Delta-Q's unique blend of engineering capability in high-efficiency power electronics and embedded software design delivers innovative battery charging solutions to meet the evolving needs of its customers. With over 4 million vehicles and industrial machines already using its products, Delta-Q's innovation is enabling the widespread adoption of environmentally friendly electric drive systems. Delta-Q was founded in 1999 and is a privately held company located in Vancouver, Canada.

What We Value:

Perseverance: We don't give up when it's hard.

Innovation: We improve our products and processes when it's a competitive advantage.

Collaboration: We are one team. Respectful, open and honest.

Driving Results: We are here to win. We work hard to deliver on our commitments.

Doing the Right Thing is the central philosophy at Delta-Q. Four simple words that sum up our values, and so much more about our company. It means doing the right thing for our employees, communities, and customers.

We're passionate about creating a sustainable business and contributing to a greener future for the world. We have a Vision to 'Charge The Future' and we mean it.

At the end of the day, it's what keeps us going.

About ZAPI GROUP:

Delta-Q is part of the ZAPI GROUP of companies ), a global leader in motion control, battery charging, and autonomous navigation software for electric and hybrid drive systems. As a full-solution supplier, the ZAPI GROUP can support every component OEMs need to design effective electric vehicles that meet cost goals and comply with tightening environmental standards.

Position Summary:

As the Customer Support Manager at Delta-Q, you will play the key role in providing post-sale technical support services to Sales, Business Development, Sales Application Engineering, Marketing, and Product Management. These services include customer production changes, support ticketing, field rework, warranty/RMA administration, duplicating customer field issues, and training programs. It is a critical role in ensuring long-lasting satisfaction of Delta-Q OEM customers, distributors, and end users.

Values-based coaching techniques are key elements to a successful people manager at Delta-Q. You are expected to create trusting relationships with your team. By offering your guidance and expertise, you will help develop the talent and technical aptitude of those around you.

This role is permanent, full time.

Language of work: English.

Specific Duties:

  • Oversee support to global distributors:
    • Build strong relationships serving as advocate for their needs
  • Support technical application questions

  • Design and conduct regular training programs

  • Manages the Customer Support function by:

    • Overseeing day-to-day operations
  • Acting as escalation point for advanced customer inquiries
  • Monitoring support and warranty request performance metrics and trends
  • Reviewing and editing documentation, training material, and support website
  • Reporting on team workload, service-level agreement achievement, and satisfaction score
  • Coordinating field rework between customers, third party, and internal teams

  • Fostering the growth and development of the team

  • Champion of customer-reported problems

    • Coordinating internal teams to follow 8D problem resolution process
  • Processing warranty requests and prioritizing critical failures to analysis team
  • Communicating regular updates to affected customers
  • Ensuring the Engineering department has sufficient application information or equipment to assess or duplicate the issue in order to arrive at a resolution
  • Collaborate with other departments such as product development, sales, and marketing to ensure alignment on customer needs and priorities.
  • Other duties as required.

Requirements

  • Post-secondary Degree in Electronics, Electronics Technology, Electrical Engineering or equivalent combination of education and experience.
  • 5 years experience working in a customer-facing technical role
  • 2 years of previous electrical design or manufacturing experience
  • 2 years team leadership and talent management experience.
  • Effective decision making and problem-solving skills.
  • Proven history of leading internal and external training
  • 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
  • Ability to travel in North America up to 10% of the time
  • Experience working in an industrial or commercial distribution environment
  • Prior administration of a Customer Relationship Management (CRM) tool
  • Training in use of 8D quality management tool
  • Familiarity with CAN, CANopen, J1939 and associated tools
  • Knowledge of lead-acid and lithium batteries
  • Consistently exhibit and model Delta-Q's company values (Collaboration, Perseverance, Innovation, Driving Results).

Benefits

Benefits

Base Salary: $76,000 - $86,000 per year plus bonus.

The compensation offered will be determined by experience, qualifications, knowledge, and skills.

Additional Benefits:

  • 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 plus 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

Company Address: # Gilmore Way, Burnaby BC V5G 0B3