About the Role
Want to help drive international expansion and customer satisfaction for a global leader in underwater robotics? Deep Trekker is looking for a Head of Service to help us scale as we enter the next phase of our company's growth. Deep Trekker manufactures portable underwater ROVs and pipe crawlers, helping customers make complex missions easier. We are known for exceptional customer support, and want to continue to offer customers a 5-star experience as we grow.
The Head of Service is responsible for Deep Trekker's global post-sale customer experience, ensuring customers receive fast and helpful service. This role oversees customer support, technical diagnosis, repair operations, training, demonstration and loaner robots, warranty policy, and technical resources, and brings leadership capability and operational discipline to support the company's continued growth.
The Head of Service reports to the VP, Commercial, and will work closely with Quality, Engineering, Production, Sales, and Training to ensure field issues are translated into meaningful learning and corrective action. The ideal candidate brings experience leading and transforming a technical service function in an environment involving complex products, many SKUs, international support considerations, and strong operational discipline.
Logistics
- Location: Fully on-site at our Kitchener, ON headquarters
- Travel: Occasional travel required to support US service operations and, over time, European expansion
Key Responsibilities
Customer Experience & Service Culture
- Lead the post-sales customer experience, owning technical support from delivery of the robot through training, diagnosis, repair, and follow-up
- Build a service culture aligned with Deep Trekker's goal of delivering 5-star customer support
- Ensure customers receive friendly, helpful, and fast support via email, phone, WhatsApp, and more
- Improve consistency and quality of communication throughout the ticket lifecycle
- Build a service culture defined by urgency, ownership, customer empathy, technical curiosity, and continuous improvement
Team Leadership
- Provide leadership for the Customer Service Team, US Service Center, Service Technicians, Fleet Coordination, and Technical Resources
- Identify capability gaps and build plans for hiring, training, succession, and role development within the department
- Ensure strong role clarity, accountability, performance expectations, and cross-functional alignment within the Service organization
Repair Operations & Ticket Management
- Implement visual management tools, service dashboards, and operating rhythms to improve day-to-day control of service performance
- Ensure physical repair operations are efficient, organized, and scalable
- Keep repair queues healthy and actively managed, with clear escalation of bottlenecks
- Improve repair consistency and quality while minimizing boomerang tickets
- Implement best practices for ticket management, queue visibility, triage, backlog management, escalation, and closure discipline
- Improve first response time, diagnosis speed, ticket aging, and repair throughput
Warranty & Policy
- Ensure warranty, out-of-box, good-faith, and other service cases are handled consistently and in line with company policy
- Create appropriate controls and escalation points for exceptions and approvals
- Monitor warranty trends and identify recurring patterns that require action across Quality, Engineering, or Operations
Technical Resources & Continuous Improvement
- Ensure the support organization is well prepared to handle common post-training questions and customer issues efficiently
- Work with the Technical Resources function to improve service readiness, documentation, troubleshooting support, and technical knowledge sharing
- Support ISO-related processes and continuous improvement activities by ensuring service workflows, documentation, records, and escalation paths are well defined and consistently followed
- Improve field feedback loops so recurring issues observed in service are captured clearly, categorized consistently, and used to improve reliability and customer experience
- Contribute to root cause investigation and failure analysis by ensuring service observations are accurate, timely, and actionable
- Work with Quality to support corrective actions and verify that repeated service issues are being addressed structurally, not just resolved one ticket at a time
Regional Scaling
- Ensure strong alignment and consistency of service standards and practices across Canada and the US
- Support future expansion of best practices into Europe or other regions as needed, working with local leaders where appropriate
- Standardize core service processes, escalation methods, KPI expectations, and customer experience standards across regions
- Help the business scale service capability in line with company growth and increasing technical complexity
Required Experience
- Bachelor's degree required; equivalent relevant field experience will also be considered
- 5+ years of experience in technical service, field service, repair operations, technical support, customer support, or post-sale operations within a technical product environment
- 2+ years of experience in people leadership, managing teams in service, support, repair, or technical operations
- Experience significantly improving, scaling, or transforming a service function through stronger systems, process discipline, KPI management, and team development
- Experience working in environments with complex electromechanical or technical products, multiple SKUs, and close cross-functional coordination between service, engineering, operations, and quality
- Experience using service data, field feedback, and failure trends to drive continuous improvement
Preferred Skills
- Experience in a quality-driven or ISO-supported environment
- Experience supporting root cause analysis, corrective actions, failure analysis, or reliability improvement processes
- Experience in robotics, industrial equipment, marine systems, electronics, manufacturing, or another highly technical support environment
- Experience supporting international service operations or ensuring consistency across multiple regions
- Experience with HubSpot or comparable CRM/service ticketing platforms
- Experience implementing or transitioning to a new ERP system is an asset; Deep Trekker is evaluating new ERP options (potentially Odoo) as part of its next phase of growth
- Experience implementing or upgrading ticketing systems, dashboards, service management practices, and visual management tools
Skills & Attributes
- Strong people leadership and coaching ability
- High standards for customer experience and service quality
- Practical, hands-on operating style with strong process discipline
- Technically credible enough to understand service issues, failure trends, and technical tradeoffs, even if not the deepest expert in the room
- Able to earn credibility with service technicians, customer-facing teams, and cross-functional technical stakeholders
- Strong communicator with the ability to set expectations, drive accountability, and work effectively through ambiguity
- Comfortable balancing day-to-day service execution with longer-term capability building
How to Apply
Interested candidates should submit a resume and cover letter outlining relevant experience. Deep Trekker is an equal opportunity employer and welcomes applications from all qualified candidates; accommodations are available upon request throughout the recruitment process.
Pay: $110,000.00-$130,000.00 per year
Benefits:
- Casual dress
- Company pension
- Dental care
- On-site parking
- RRSP match
Work Location: In person
