International Service Manager

VTR Feeder Solutions•Grimsby, ON

45d•CA$100,000 - CA$120,000•Hybrid

About The Position

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.

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
Strong listening skills
Strong Microsoft Office skills, including Outlook, Excel, Word, PowerPoint, Teams
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

Nice To Haves

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
Strong Communication Skills
Critical Thinking and Problem-Solving Skills
Demonstrated Leadership Abilities

Responsibilities

Prepare VTR system manuals
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
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
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
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
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