Job Description

2. RAISON D'ETRE
Le poste a ete cree pour assurer le lien entre les clients ayant besoin de nos services (appels de service, entretien, reparations) pour leurs equipements Busch (et autres marques), les techniciens de service et les representants de Busch.
Tous les techniciens de service industriel dans l'Est du Canada relevent directement du Superviseur du Service. Celui-ci evalue le travail requis sur les equipements recus ou sur les appels de service, puis assigne les taches aux techniciens selon leur disponibilite, leurs competences et les exigences des clients.
Le Superviseur du Service doit veiller a la preparation des devis de reparation (soumissions et rapports techniques). Il doit maintenir un niveau de service de la plus haute qualite, respecter les echeanciers etablis et coordonner les activites avec les coordonnateurs de service. Il veille egalement a l'application rigoureuse des procedures et instructions en place, ainsi qu'au suivi des pratiques de son equipe.
La satisfaction de la clientele etant une valeur fondamentale pour l'entreprise, il est responsable d'assurer des interactions professionnelles, proactives et personnalisees entre son equipe et les clients. Il doit egalement offrir un support technique, y compris des visites chez les clients lorsque necessaire.
3. RESPONSABILITES CLES
Taches principales * S'assurer que l'environnement de travail est securitaire, propre et bien range en tout temps. - Toujours

• Coordonner les activites du departement (travaux en cours, support a la clientele, operations, etc.) afin d'assurer une performance optimale et un service a la clientele superieur, conformement aux objectifs etablis. - 50 %
• Analyser les pompes recues, identifier les besoins des clients, consulter la documentation pertinente et determiner la meilleure methode pour executer les reparations.
• Reviser les bons de travail completes et intervenir lorsque necessaire.
• Assurer le respect et l'application des normes et procedures etablies (ISO 9001-2008).
• Recevoir les appels de service de clients actuels ou potentiels et offrir le support technique requis.
• Preparer des soumissions, verifier les composantes necessaires et les transmettre aux clients pour approbation sous forme de bons de commande (avec l'aide du coordonnateur de service). - 5 a 10 %
• Planifier et coordonner les appels de service (reguliers ou urgents) selon l'horaire des techniciens externes (contrats planifies). Effectuer un suivi regulier. - 1 a 5 %
• Ouvrir les bons de travail decoulant des activites ci-dessus et les assigner aux techniciens selon leurs competences et leurs disponibilites. - 1 a 5 %
• Soutenir les activites liees a l'emballage, l'expedition et la facturation des equipements repares retournes aux clients, en assurant la conformite aux procedures (avec l'aide du coordonnateur de service). - 1 a 5 %
• Realiser personnellement certains mandats, incluant des deplacements chez les clients pour resoudre les problemes identifies. - Au besoin

Gestion des ressources humaines * Superviser directement les techniciens de service internes et externes. - 20 a 25 %

• S'assurer que tous comprennent et appliquent leur role, participent a l'atteinte des objectifs et contribuent a la croissance de l'entreprise.
• Mesurer la performance de l'equipe, tant en efficacite (temps) qu'en efficience (exactitude).
• Gerer les vacances et absences (avec le soutien du Directeur national du service).
• Preparer et conduire les evaluations annuelles de rendement. - 1 fois/an
• Reviser les objectifs annuels et offrir une retroaction accompagnee d'un plan d'action. - Minimum 2 fois/an

Responsabilites additionnelles * Promouvoir et encourager une attitude positive au sein de l'equipe. - Toujours

• Participer a l'elaboration du budget annuel du departement de service. - 1 fois/an
• Effectuer toute autre tache ou responsabilite assignee par le superviseur. - Au besoin

4. PREALABLES
A. DEP en mecanique industrielle ou electromecanique.
B. 6 a 8 ans d'experience dans un environnement mecanique industriel avance (dont plusieurs comme chef d'equipe).
C. 4 a 5 ans d'experience dans un role comportant des responsabilites en service a la clientele.
5. COMPETENCES PARTICULIERES
A. Connaissance de la suite Microsoft Office (Outlook, Word, Excel).
Connaissance de SAP : atout.
B. Excellente maitrise du francais oral et ecrit.
Maitrise de l'anglais requise pour communiquer avec les collegues, fournisseurs et clients hors Quebec; capacite a comprendre les demandes de service, manuels et documents techniques en anglais.
C. Capacite a travailler en equipe et a coordonner efficacement les travaux.
D. Jugement solide, initiative, esprit d'equipe, autonomie et sens prononce des responsabilites.
This position was created to provide a link between customers requiring service (service calls, maintenance, repairs) for their Busch equipment (and other brands) and Busch service technicians and company representatives.
All industrial service technicians in Eastern Canada report directly to the Service Supervisor. The Supervisor evaluates the work required on received equipment or service calls and assigns various tasks to technicians based on availability, skills, and customer requirements.
The Service Supervisor must ensure preparation of repair estimates (quotes and technical reports). He must maintain the highest service quality, meet deadlines according to established standards, and coordinate activities with the service coordinators. He must ensure adherence to the procedures and instructions in place, as well as those applied by his team.
Since customer satisfaction is a core company value, the Service Supervisor is responsible for ensuring professional, proactive, and personalized interactions between his team and customers. He must also provide technical support to customers, including client visits when required.
3. KEY RESPONSIBILITIES
Tasks * Ensure the work environment is safe, clean, and organized at all times. - Always

• Coordinate department activities (work in progress, customer support, operations, etc.) to ensure maximum performance while delivering superior customer service (aimed at meeting established objectives). - 50%
• Analyze received pumps, identify customer requirements, consult attached documentation, and choose the best way to execute repairs.
• Review completed work orders and take required actions when necessary.
• Ensure respect and execution of established standards and procedures (ISO 9001-2008).
• Receive service calls from current or potential customers and provide required technical support.
• Prepare quotes, verify required components, and submit them to customers for approval in the form of purchase orders (with the help of the service coordinator). - 5-10%
• Coordinate and plan service calls (regular and emergency) based on the schedules of external service technicians (planned service contracts). Ensure regular follow-up. - 1-5%
• Open work orders resulting from the above activities and assign them to various service technicians depending on availability and skills. - 1-5%
• Support activities related to packaging, shipping, and billing for returning repaired equipment to customers, ensuring compliance with established procedures (with the help of the service coordinator). - 1-5%
• Personally execute tasks arising from customer requests, including traveling to customer sites to resolve identified issues. - As needed

Human Resources Management * Direct supervision of service technicians (internal and external). - 20-25%

• Ensure all team members understand and apply their roles and contribute to achieving departmental objectives and company growth.
• Measure team performance, including efficiency (time) and effectiveness (accuracy).
• Manage vacations and absences (with help from the National Service Director).
• Prepare and conduct annual employee performance evaluations. - Once per year
• Review annual objectives and provide feedback with an action plan. - At least twice per year

Additional Responsibilities * Promote and encourage a positive attitude among all team members. - Always

• Participate in developing the annual service department budgets. - Once per year
• Perform any other task or responsibility assigned from time to time by the supervisor. - As needed

4. PREREQUISITES
A. Professional diploma in industrial mechanics or electromechanics (DEP).
B. 6-8 years of experience in an advanced industrial mechanical environment (including several years as a team leader).
C. 4-5 years of experience in a role including customer service responsibilities.
5. SPECIFIC COMPETENCIES
A. Knowledge of Microsoft Office Suite (Outlook, Word, Excel).
SAP knowledge is an asset.
B. Mastery of spoken and written French.
English proficiency is required, as the role involves frequent communication with colleagues, suppliers, and customers outside Quebec. Must be able to understand and process service requests, technical manuals, and documents in English.
C. Ability to work as part of a team and coordinate tasks.
D. Demonstrate good judgment, initiative, team spirit, autonomy, and a strong sense of responsibility.

Skills Required