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

Critical Thinking and Problem-Solving Skills

Demonstrated Leadership Abilities

Job Duties

Customer Care

Prepare VTR system manuals

Productive, consistent, and regular communication with customers via phone, email, etc.

Generate Service Reports and share with appropriate team or management members

Purchase required components for customers

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

Ensure proper documentation for international Service

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

Administer Performance Reviews for Service team members

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

Develop and maintain a preventative maintenance schedule for all products

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

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.

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📌 International Service Manager (Ontario)
🏢 VTR Feeder Solutions
📍 Ontario