Technical Service Manager

Oakville - Canada

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

Overview

Hayward Pool Products Canada Inc. is a leading manufacturer of swimming pool equipment. For over 90 years weve been helping pool owners enjoy the pleasures of pool ownership by manufacturing cutting edge technologically advanced pool equipment worldwide.

This role manages a team of Technical Service Representatives (both in-house and in-field) to provide both technical information and warranty claim support to consumers and dealers. It is also a liaison between external sales representatives internal staff and business partners. The candidate must be able to provide leadership a strategic framework and delivery models for the implementation of an improved and standardized warranty and technical service experience. The goal is to drive outstanding Customer Care experiences and increase loyalty by designing and implementing processes technology and training which support this.

Responsibilities

Implement and maintain warranty protocols which are consistent with US programs and Canadian market requirements
Continuously grow and manage the network of Hayward Authorized Service Centres (HASC) to drive service quality and responsiveness
Provide high level of technical assistance and responsiveness to consumers via the call centre and website contacts
Manage a team of Technical Service Representatives in Oakville and regionally
Facilitate training professional development and motivation of staff
Facilitate training for Hayward Authorized Service Centres (HASC) nationally
Implement and manage systems and processes which drive efficiency for Hayward and our business partners
Manage all call centre and administrative processes required to support our HASC and consumers
Maintain reporting requirements and conduct regular reviews to manage the business
Develop and maintain strong working relationships with key direct customers in concert with the Sales and Customer Service teams
Execute the overall goals of the division as directed by senior management
Work closely with Operations Shipping Sales and Customer Service
Manage all English/French communication requirements of our customers including written escalations

Qualifications

Minimum 5 years of experience or equivalent combination of education and experience
College or Bachelors degree in business marketing or related area preferred;
Must be able to set priorities utilize good judgment in problem solving pay attention to detail and take the initiative by recognizing areas where issues may arise.
Proficiency in using MS office products.
Excellent verbal and written communication skills
A strong business sense and ability to deal with problems involving many variables
Manages difficult or emotional customer situations;

Required Experience:

Manager

OverviewHayward Pool Products Canada Inc. is a leading manufacturer of swimming pool equipment. For over 90 years weve been helping pool owners enjoy the pleasures of pool ownership by manufacturing cutting edge technologically advanced pool equipment worldwide.This role manages a team of Technical ...

Overview

Responsibilities

Implement and maintain warranty protocols which are consistent with US programs and Canadian market requirements
Continuously grow and manage the network of Hayward Authorized Service Centres (HASC) to drive service quality and responsiveness
Provide high level of technical assistance and responsiveness to consumers via the call centre and website contacts
Manage a team of Technical Service Representatives in Oakville and regionally
Facilitate training professional development and motivation of staff
Facilitate training for Hayward Authorized Service Centres (HASC) nationally
Implement and manage systems and processes which drive efficiency for Hayward and our business partners
Manage all call centre and administrative processes required to support our HASC and consumers
Maintain reporting requirements and conduct regular reviews to manage the business
Develop and maintain strong working relationships with key direct customers in concert with the Sales and Customer Service teams
Execute the overall goals of the division as directed by senior management
Work closely with Operations Shipping Sales and Customer Service
Manage all English/French communication requirements of our customers including written escalations

Qualifications

Minimum 5 years of experience or equivalent combination of education and experience
College or Bachelors degree in business marketing or related area preferred;
Must be able to set priorities utilize good judgment in problem solving pay attention to detail and take the initiative by recognizing areas where issues may arise.
Proficiency in using MS office products.
Excellent verbal and written communication skills
A strong business sense and ability to deal with problems involving many variables
Manages difficult or emotional customer situations;

Required Experience:

Manager