We are hiring an International Service Manager to join our growing Parts & Service team! 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. While based in Grimsby, candidates must be available for local, national, and international travel to customer sites.

Candidates must have previous long-term experience in a similar customer-facing and team-management role. We are seeking an individual with a high degree of professionalism, strong written and verbal communication skills, and innovative thinking. This is a full time, permanent role.

VTR Feeder Solutions is a leader in automated parts-feeding systems and Canada’s largest parts-feeding company. We manufacture feeder systems for a variety of industries – specializing in pharmaceutical and life sciences equipment. We have helped hundreds of organizations around the world successfully improve their business with our expert insight into the best feeding solutions.

Rapidly Growing Leader in the Automation & Parts-Feeding Industry

Strong Commitment to our Core Values

Dedicated Sales & Marketing Support Team

Dedicated to Continuous Technological Advancement

Competitive Compensation Package

Trusted by Customers Worldwide

Employee Benefits Program including medical and dental coverage, & health spending account

Safety Shoes, Safety Glasses Allowance, and Custom Hearing Protection

Minimum 5 years of verifiable experience in a similar customer-facing, service coordinator, or account management role required

Long term experience in a similar team-management role required

Post-secondary education in Business, Engineering, Manufacturing, or related field

Previous experience using CRM software to track customer details, correspondence, and project information

Strong knowledge of Microsoft Office programs, including Excel, Outlook, Word, & Teams

Knowledge of manufacturing, industrial automation, or machine design as an asset

Exemplary customer service and demonstrated success in building and maintaining rapport with new and existing customers

Experience proposing and/or presenting thoughts, findings, solutions

Experience creating presentations, reports, and dashboards

Strong attention to detail, communication, and time management skills

Strong leader and team member, with the ability to learn from others and transfer knowledge clearly





Demonstrates adaptability and the ability to adhere to tight deadlines

Ability to remain organized in a fast-paced and ever-changing environment/industry

Demonstrates innovative thinking and proactive/reactive problem-solving skills

Demonstrated commitment to quality and safety

Ability to disseminate information in various forms

Must maintain a valid driver’s license and Canadian passport

Ability to travel up to 10% of the time for customer visits and trade shows in both Canada and the US.

Must be able to adequately manage credit cards/corporate cards

Strong understanding of proprietary information and commitment to confidentiality

Position Overview:

Report to Head of Global Operations

Responsible for the management of Parts & Service team, including Service Coordinator, Sales Representative, and Technicians

Efficient, 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

Work with customers and appropriate internal teams to meet Service and customer needs

Create and maintain a Service calendar accessible to stakeholders and/or management

Prepare VTR system manuals

Creation of Service costing spreadsheet

Ensure proper documentation is provided for and completed after international Service trips

Regular local, national, or international travel to customer sites

Develop and uphold a touch-point schedule for the Service team

Ensure Input timely and accurate Service data in the CRM

Provide Service reports to stakeholders and management as required

Develop and maintain a preventative maintenance schedule for all products

Creation and updating of Service Department budgets

Continuous improvements of the Service Department

Create and maintain Key Performance Indicators of Service Department

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

Support the Service team’s training and development where needed





Communicate with HR and Finance regarding hours of work by Service Technicians while off-site

Support HR with the recruitment of Service team members and Performance reviews

Support the coaching, retraining, disciplinary actions, and/or termination of Service team members as required

Adhere to Health & Safety guidelines, as well as VTR’s Mission, Vision, and Values

Other duties as required

Job Type: Permanent, Full-time

Minimum 40 hours per week

DPSP Matching Program

Annual Bonus

Temperature controlled environment

Birthday Paid Day Off

Paid Shutdown between Christmas and New Years

Lunchroom with provided food and drinks

Biweekly Lunches

Paid education and training

Manufacturing environment; prolonged standing

Own vehicle or reliable transportation required; not transit accessible

Work Conditions:

On-site role at our Grimsby facility, with national and international air/car travel approximately 10-20% of the calendar year; Extended travel on weekdays and which may rarely bridge over a weekend or into the evening, for customer visits/outings and tradeshows globally.

Temperature-controlled environment

Manufacturing setting with exposure to loud work noises when on shop floor and prolonged or frequent standing

Office environment with prolonged or frequent sitting at computer/desk

CSA-approved safety Shoes Required

Hearing protection and safety glasses provided when required

Schedule:

Monday to Friday, minimum 40 hours per week

Extended travel on weekdays, 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.

Salary: Starting at $120,000, depending on experience

Work Location: VTR Feeder Solutions, Grimsby ON; National and international travel to customer sites as required 10-20% of the calendar year

We thank all applicants for their interest; however, we will only contact those who best meet our needs and qualifications.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, VTR Feeder Solutions is an equal opportunity employer who is committed to providing an inclusive and barrier-free recruitment and selection process. Applicants should advise Human Resources if they require any type of accommodation during the recruitment process, and may refer to our Accessibility Contact page accessible through our company website.

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📌 International Service Manager (Ontario)
🏢 Vtrfeedersolutions
📍 Ontario