POSITION SCOPE : Responsible for scheduling and servicing customer concerns
SAFETY, QUALITY & OVERALL RESPONSIBILITIES :
- Act in compliance with the company Health & Safety policies and procedures including any applicable legislation
- Notify the appropriate personnel of any situation or condition that may contribute to product or system non-conformity
DUTIES / RESPONSIBILITIES :
- Manage a team of service personnel to keep them motivated and engaged
- Assign and possibly supervise service work where appropriate - prioritization is critical
- Work with Plant Superintendent to fully utilize service personnel skills sets when not on the road
- Manage sub-contractors when required for completion of work
- Ensure all service personnel are trained accordingly
- Make trips into the field when required
- Follow up with customer base to ensure satisfaction levels meet expectations
- Work with dealers and outside vendors where applicable
- Develop schedules to optimize travel time
- Work on warranty claims with suppliers when required and ensure information is forwarded to accounting, shipping and the supplier(s) in a timely manner
- Collect and report on performance metrics - track all reported issues and repeat issues
- Work with production teams to report out areas for concern and be part of the solution
- Act as a leader in respect to set up and tear down at all Trade Shows
- Ensure that Northlander is represented in a professional manner at all times by service personnel
- Other tasks or duties as assigned or required.
CORE COMPETENCIES : To perform the job successfully,
an individual should demonstrate the following competencies:
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations.
- Technical Skills - Pursues training and development opportunities; strives to continuously build knowledge and skills. Demonstrates job skills consistently.
- Customer Service - Responds promptly to customer needs; meets commitments; develops positive relations internally and externally; approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration regardless of their status or position.
- Communication - Communicates clearly and effectively with all team members, internal and external customers. Works effectively with a variety of people with different personalities. Listens and gets clarification; responds well to questions. Edits work for spelling and grammar; presents information clearly, accurately and thoroughly so that it is easily understood.
- Organizational Support - Follows policies, procedures, work instructions and practices.
- Adaptability - Adapts to changes in the work workplace; manages competing demands; able to deal with frequent change, delays, or unexpected events.
- Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent.
- Dependability - Follows instructions; responds to management direction; completes tasks on time or notifies appropriate person with an alternate plan. Meets deadlines.
- Judgment - Supports and explains reasoning for decisions; includes appropriate people in decision-making.
- Planning/Organizing - Prioritizes and plans work activities; uses time efficiently.
- Safety and Security - Observes safety and security procedures.
- Computer/Information Systems Skills - Demonstrates ability to use the tools available (Word, Excel, PowerPoint, Outlook and Project) and able to find documents, policies, work instructions as required.
- Continuous Improvement - Supports company vision and mission for World Class Manufacturing. Generates ideas and suggestions for improvements.
RECOMMENDED EDUCATION / QUALIFICATIONS :
- College Diploma combined with at least 5 years of relevant work experience.
- Excellent technical computer skills and superior communication skills are essential.
- 3 year’s experience within the construction industry
Pay: $60,000.00-$70,000.00 per year
Ability to commute/relocate:
- Exeter, ON: reliably commute or plan to relocate before starting work (preferred)