Title: International Service Manager
Reports to: Head of Global Operations
Summary: 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.
Core Competencies:
-
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
Job Duties:
-
Customer Care
-
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
-
-
Service Scheduling
-
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
-
-
Management of Service Team
-
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
-
-
Customer and Stakeholder Management
-
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
-
-
Other Related Tasks
-
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
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
Work Conditions:
-
International air or vehicle travel (mainly the United States).
-
Climate-controlled facility
-
Office environment with prolonged exposure to computer and sitting at a desk
-
Manufacturing environment with exposure to prolonged loud noise, forklifts, and other machinery
-
PPE Requirements – CSA-approved Safety Shoes, Safety Glasses (when required), Ear protection.
-
Flexible work schedule
Monday to Friday, Minimum 40 hours per week
Employee must be on-site by 8:00am
½ lunch from 12:30pm-1:00pm
Extended travel on weekdays and 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.
