Position: Customer Service Representative Lead Hand

Location: Sudbury, ON

Reports to: Aftermarket Sales & Support Manager

Purpose of Role
The Customer Service Representative acts as first contact with, and liaison between, MacLean Engineering and Customers (both internal and external), in matters related to Aftermarket Sales, Field Services, Technical Services, as well as Training and general inquiries.

Essential Duties & Responsibilities

In a friendly and qualified manner, represent MacLean Engineering as the first point of contact with our Customer (external and internal) and ensure a timely and satisfactory response to requests for product, service, or technical support and/or requests for quotation.

Ensure department priorities are met including safety, quality, production / delivery, and other metrics as specified by the Supervisor.

Assist the Manager in scheduling shifts and resources, establishing priorities, planning & confirming overtime, and capacity assessment.

Support, communicate and coordinate with our afterhours team (Barrie).

Assist the Manager with troubleshooting within cross-functional groups (i.e., engineering, materials, management, quality) as required.

Enhance team productivity through early identification and reaction to encountered parts shortages, missing information, and follow up with all departments to better support our customers.

Help to maintain project team momentum by assisting the Manager, production planner and buyer in the expediting of required parts.

Provide product and service assistance to our customers, with an emphasis upon up-sell of additional and/or premium products and services.

Assist with quotations, sales orders and respond to backlog requests.

Assist with customer inquiries (telephone/email).

Review and communicate customer complaints or concerns with specific requests.

Complete expediting reports for the customer and our Aftermarket Sales Team.

Complete backlog reports for the customer and our Aftermarket Sales Team.





Complete Service Entry Sheet (SES) follow up and reporting.

Monitor the sales order backlogs, report on stagnant orders, and communicate with respective departments to expedite.

Ensure peers uphold company policies, procedures and standards.

Provide input to the Manager regarding peers’ level of competence, performance, and potential.

Participate in daily Customer Support Team accident prevention, profit improvement, waste reduction, zero defect, 5S and 8D problem solving activities.

Assist the Supervisor to ensure all training goals and requirements (internal and external) are achieved for the team.

Qualifications
Education

Minimum High School Diploma or Certificate of Completion

Diploma or Degree in a related discipline preferred

Experience

Three (3)+ years’ experience in related Customer Service role

Possess the ability to effectively interact, communicate and negotiate with people of diverse personality and professional stature, including those with difficult and/or demanding character.

Able to plan and prioritize and manage multiple assignments and tasks simultaneously.

Able to tolerate ambiguity and stress.

Must be creative, able to reason analytically

Open to new methods, processes and technologies

Possess a continuous improvement mindset.

Customer oriented and always demonstrate personal integrity.

Extensive experience working with Microsoft Office products and MAX MRP (or similar MRP system) and being able to interpret, file and maintain handwritten and computer-generated records.

Bilingualism is an asset (French/English)

Please note that employment with MacLean Engineering is contingent upon the successful completion of a background check conducted by our third-party provider, Sterling Backcheck. This process may include verification of employment history, education, and a criminal record check, depending on the requirements of the position.

A clear and satisfactory result is required for all candidates prior to the confirmation of employment.

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📌 Customer Service Team Lead (Ontario)
🏢 MacLean Engineering
📍 Ontario