Job Description

Job Title: Manager, Service & Product Support
Job ID: 56973
Location: Richmond Hill, Ontario

Overview:
Our confidential client is recognized on the global market as a leading manufacturer of their unique patented equipment, with new innovative products coming to the market every year. The company designs and fabricates a broad product line of industry related equipment. The company is known for its unique technology, solutions for the best return on investment, and its excellent customer support. The objectives of this role are to ensure that the company delivers day-to-day excellence in after-market parts and field service and provides broader customer support services, along with strategically building the business. This role works within a highly technical environment. This role provides strategic as well as operational leadership to ensure efficient and profitable capital equipment parts and field service through collaboration with customers, agents, and key members of the company\xe2\x80\x99s sales and operations teams. This role will be primarily focused on North American operations with some accountability for building overseas aftermarket parts operations as well.

What you will be doing:
Strategic Planning

Collaborate with the senior management team to create and implement a cohesive strategy for aftermarket parts sales and field service, in support of a range of capital equipment installations and sales

Provide leadership in developing this new and enhanced business line

Lead the scalability of the function to respond to the market and the evolution of the business as it grows in volume and diversity of products and customers; support new product launches

Parts & Service Operations

Lead, collaborate and engage with team members to consistently meet goals and perform at the level of business excellence, adhering to schedules, budgets, performance, fulfilment of customer expectations, delivery times concerning product support and after-market sales

Continue to build a customer-centric culture focused on meeting and exceeding customer expectations

Follow up on customer inquiries and feedback to address questions, complaints, and concerns related to service and implement new processes

Participate in cross-departmental teams to facilitate creative and effective solutions; foster close and effective relationships with the manufacturing, engineering, purchasing, sales and operations teams

Work effectively with the technical service teams to deliver consistent customer service.

Provide financial and operational reports, forecasts and other documentation to Senior Management on a monthly basis.

Implement operating mechanisms, metrics and standards in support of the business strategy

Implement new processes to take full advantage of ERP system-( Epicor)

Execution of Service

Perform and oversee service quotes, sales and invoice processing adhering to company service standards and ensuring the profitability of each service request.

Ensure a smooth commissioning of our equipment acting as a liaison between the client and in-house operations, including planning, scheduling, expense management and dispatching of resources to a global install base

Work with marketing on technical sales contract proposals, service contract revenues and pricing strategies.

Ensure the efficient operation of the service department through the effective use of staff and resources.

Engage with senior management on yearly capital budget expenditures.

What you must have:

Successful experience supervising or managing an industrial parts and field service department within a relevant capital equipment business

Significant experience in developing new market opportunities related to parts and service

Bachelor\xe2\x80\x99s Degree in Business or Engineering; or, equivalent experience

Technical background in electrical/mechanical manufacturing is preferred

7-10 years experience managing a team in a business to business service, and/or manufacturing environment.

Knowledge of pharmaceutical capital equipment and parts; learning agility to absorb advances in technology and equipment

Experience and ability to work successfully within a highly technical environment

Demonstrates deep knowledge of parts and field service operations

Experience implementing an ERP system is an asset

Strong communication, change management and presentation skills; able to communicate concepts clearly and efficiently to a broad audience; excellent writing and analytical skills

Able to work well under pressure and manage multiple projects simultaneously

Excellent interpersonal skills; able to work effectively with a broad international customer base and with all levels of the Company; able to quickly gain credibility and trust

Proactively anticipates and actions customer needs

Ability to effectively manage people, time and resources is essential for success in this role. Candidates must excel in a team environment; have the ability to work under time constraints; and easily adapt to change.

Excellent sales and sales management, customer service, employee training and development, and customer relations skills

Proven ability to frame problems/opportunities, establish fact-based solutions and drive implementation.

Resourceful, diplomatic, customer service oriented

A dynamic and flexible individual with leadership ability and skills to motivate a team to achieve sales and profit goals and objectives.

Other Information:

Onsite in Richmond Hill

Some international travel (primarily to the USA) is required to attend customer meetings; possible travel to Europe and Asia as the business evolves

For more information about TEEMA and to consider other career opportunities, please visit our website at

TEEMA