Title:International Service ManagerReports to:Head of Global OperationsSummary: 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 ValuesHealth & Safety focusedCustomer Service OrientedStrong Communication SkillsProfessional and PersonableDemonstrated adaptability and ability to follow directionsPolite and Team-orientedStrong Communication SkillsCritical Thinking and Problem-Solving SkillsDemonstrated Leadership AbilitiesJob Duties:Customer CarePrepare VTR system manualsEfficient, consistent, and regular communication with customers via phone, email, etc.Generate Service Reports and share with appropriate team or management membersPurchase required components for customersService SchedulingCreate and maintain a Service calendar accessible to stakeholders and/or managementWork with customers and appropriate internal teams to meet Service and customer needsCommunicate with HR and Finance regarding hours of work by Service Technicians while off-siteCreation of Service costing spreadsheetWhen required, communication with Tech ServicesEnsure proper documentation for international ServiceManagement of Service TeamDistribute tasks to the Service Department team membersAssess the team's knowledge and skills, and deliver appropriate training where neededSupport HR with the recruitment of Service team members as requiredSupport the coaching, retraining, disciplinary actions,



and/or termination of Service team members as requiredAdminister Performance Reviews for Service team membersCustomer and Stakeholder ManagementVisit customer sites regularlyDevelop a touch point schedule for the Service team, and ensure the schedule is followed and appropriate documentation is completedInput timely and accurate Service data in the CRMProvide Service reports to stakeholders and management as requiredLiaise with the Global Sales & Marketing Manager (GSMM) regularly to synchronize customer engagement activitiesWork with the GSMM to develop and align strategies across Sales and Service departments to achieve a positive customer experienceDevelop and maintain a preventative maintenance schedule for all productsOther Related TasksCreation and updating of Service Department budgetsContinuous improvements of the Service DepartmentCreate and maintain Key Performance IndicatorsCompliance ManagementLearn and understand the history of VTR, including customer base, past machines, maintenance and serviceManagement outside the Service Department when neededRequirements:Full understanding of the Service ProcessUnderstanding of the VTR manual creation processKnowledge of the history of VTR layouts and concept drawingsStrong verbal, spoken, and written communicatorStrong listening skillsStrong Microsoft Office skills, including Outlook, Excel, Word, PowerPoint, TeamsCustomer Service FocusedAbility to adhere to deadlinesSkilled and confident when speaking with Senior Management teamsKnowledgeable of various communication stylesAbility to receive constructive criticism and create positive changeInnovative and out-of-the-box thinkerKnowledge of the VTR Approval ProcessStrong leader, with the ability to coach and train othersWork Conditions:International air or vehicle travel (mainly the United States).Climate-controlled facilityOffice setting with prolonged exposure to computer and sitting at a deskManufacturing environment with exposure to prolonged loud noise, forklifts, and other machineryPPE Requirements – CSA-approved Safety Shoes, Safety Glasses (when required), Ear protection.Flexible work schedule #J-18808-Ljbffr

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