Technicien de service, Chef d'équipe (bilingue) / Team Leader, Service Team (bilingual)

The J.M. Smucker Co.•Quebec, QC

8d•CA$64,000 - CA$91,000•Remote

About The Position

Smucker Foods of Canada Corp. is a subsidiary of The J.M. Smucker Co., a company with over 125 years of history in delivering quality food products. Smucker aims to engage, delight, and inspire consumers by building beloved brands and leading in growing categories. The company offers a nurturing, collaborative, and inclusive environment where employees can contribute and thrive. Smucker values diversity, respect, inclusion, equity, and employee impact. This role involves assisting Field Service Managers (FSMs) in ensuring operational procedures are followed, providing technical and administrative support to technicians and Service Partners (SPs), and training them on policies, processes, and technical aspects. The Team Leader also acts as a point of contact for the Support Center or installation coordinators and is responsible for equipment installations, movements, preventative maintenance, parts ordering, and service repairs for a designated customer base.

Requirements

High School Diploma.
Bilingual (French/English) with excellent oral and written communication skills.
Leadership skills.
Decision-making skills.
Good Microsoft Windows and computer skills.
3 years of technical experience.
Electrical and/or plumbing experience preferred, appliance repair, refrigeration.
Able to lift and carry up to 50 lbs (23kg).
Valid driver’s licence and clean driver record.
Must be willing/able to participate in 'On Call' rotation and Food show events as scheduled.
Must be willing to do overtime if needed.
Self-motivated with the ability to prioritize and make job-related decisions.
Ability to work independently with minimal direct supervision.
Eagerness to learn and willingness to take on new tasks and responsibilities.

Nice To Haves

Diploma of College Studies (DCS) is preferred but not required.

Responsibilities

Supervising and managing technician and SP workload and workflow.
Ensuring SP system compliance from acceptance to completion on a daily basis within geographical areas.
Reviewing and approving equipment replacements after ensuring all necessary troubleshooting has been exhausted.
Monitoring performance against KPI compliance and reporting on SP KPI metrics.
Maintaining and controlling spare parts inventory according to company guidelines for ordering and replenishment.
Maintaining the company vehicle in a safe and appropriate manner, adhering to highway safety regulations.
Managing consignment parts for internal technicians and SPs.
Managing team workload and assisting FSMs with Service Partner (SP) onboarding.
Delegating tasks and setting deadlines within the team.
Ensuring service activities comply with all Standard Operating Procedures and published policies and processes.
Performing remote or onsite troubleshooting for repairs, programming, installations, and preventive maintenance on coffee/beverage equipment.
Training SPs within the geographical area and ensuring training metrics are maintained.
Performing scheduled and unscheduled service activities, including service calls, food shows, events, installations, and removals.
Scheduling and participating in 'On Call' service rotation for after-hours, weekend, and long-weekend customer service.
Traveling to customer sites to develop and maintain good customer relations.
Interacting with customers and staff, offering assistance and training as needed.
Representing the company in a positive and professional manner.
Creating an inspiring team environment with cross-functional teams and fostering open communication based on Smucker's core values.