Grimsby, On Customer support & client services managers Jobs – 6 Openings This Week

International Service Manager
VTR Feeder Solutions —Grimsby, ON
- $100,000–$120,000 a year
- Weekends as needed
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Vision care
- Flexible schedule
Quick apply
8d

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International Service Manager

VTR Feeder Solutions -
Grimsby, ON

Quick apply

Job details

Full-time
$100,000–$120,000 a year
8 days ago

Qualifications

Microsoft Powerpoint
Microsoft Word
Microsoft Excel
Microsoft Outlook
Preventative maintenance
Customer service
Maintenance
Microsoft Office
Leadership
Communication skills

Full job description

Title: International Service Manager

Reports to: Head of Global Operations

Summary: The International Service Manager is responsible for the management of VTR’s Service Department, whose team consists of the Parts & Service Coordinator, the Service Technician, and the Service Sales Representative. The International Service Manager is responsible for overseeing and coordinating service, maintenance, and/or repair calls or support across multiple regions and countries, supporting both VTR and Performance Feeders and their respective customers. The role of the International Service Manager is to ensure that operations, customer support, and service delivery are consistent, efficient, and aligned with VTR standards.

Core Competencies:

Commitment to VTR’s Mission, Vision, and Values
Health & Safety focused
Customer Service Oriented
Strong Communication Skills
Professional and Personable
Demonstrated adaptability and ability to follow directions
Polite and Team-oriented
Strong Communication Skills
Critical Thinking and Problem-Solving Skills
Demonstrated Leadership Abilities

Job Duties:

Customer Care
- Prepare VTR system manuals
- Efficient, consistent, and regular communication with customers via phone, email, etc.
- Generate Service Reports and share with appropriate team or management members
Service Scheduling
- Create and maintain a Service calendar accessible to stakeholders and/or management
- Work with customers and appropriate internal teams to meet Service and customer needs
- Communicate with HR and Finance regarding hours of work by Service Technicians while off-site
- Creation of Service costing spreadsheet
- When required, communication with Tech Services
Management of Service Team
- Distribute tasks to the Service Department team members
- Assess the team’s knowledge and skills, and deliver appropriate training where needed
- Support HR with the recruitment of Service team members as required
- Support the coaching, retraining, disciplinary actions, and/or termination of Service team members as required
Customer and Stakeholder Management
- Visit customer sites regularly
- Develop a touch point schedule for the Service team, and ensure the schedule is followed and appropriate documentation is completed
- Input timely and accurate Service data in the CRM
- Provide Service reports to stakeholders and management as required
- Liaise with the Global Sales & Marketing Manager (GSMM) regularly to synchronize customer engagement activities
- Work with the GSMM to develop and align strategies across Sales and Service departments to achieve a positive customer experience
Other Related Tasks
- Creation and updating of Service Department budgets
- Continuous improvements of the Service Department
- Create and maintain Key Performance Indicators
- Compliance Management
- Learn and understand the history of VTR, including customer base, past machines, maintenance and service
- Management outside the Service Department when needed

Requirements:

Full understanding of the Service Process
Understanding of the VTR manual creation process
Knowledge of the history of VTR layouts and concept drawings
Strong verbal, spoken, and written communicator
Strong listening skills
Strong Microsoft Office skills, including Outlook, Excel, Word, PowerPoint, Teams
Customer Service Focused
Ability to adhere to deadlines
Skilled and confident when speaking with Senior Management teams
Knowledgeable of various communication styles
Ability to receive constructive criticism and create positive change
Innovative and out-of-the-box thinker
Knowledge of the VTR Approval Process
Strong leader, with the ability to coach and train others

Work Conditions:

International air or vehicle travel (mainly the United States).
Climate-controlled facility
Office environment with prolonged exposure to computer and sitting at a desk
Manufacturing environment with exposure to prolonged loud noise, forklifts, and other machinery
PPE Requirements – CSA-approved Safety Shoes, Safety Glasses (when required), Ear protection.
Flexible work schedule

Monday to Friday, Minimum 40 hours per week
Employee must be on-site by 8:00am
½ lunch from 12:30pm-1:00pm
Extended travel on weekdays and which may rarely bridge over a weekend or into the evening, for customer visits/outings and tradeshows globally. Common travel methods include air and car travel.

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International Service Manager

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