Senior Technical Advisor & Trainer

Position Summary

At FSS, we prioritize exceeding customer expectations in every interaction. As the Senior Technical Service Advisor & Trainer, your role significantly impacts our business operations and overall customer satisfaction. By providing support to Food Service Solutions Inc. (Canada and USA), you’ll play an integral part in our financial growth and sustainability.

You will be the go-to expert for technical inquiries and escalations, as well as lead all technical training initiatives.

Your Area of Responsibility

• Provide technical support to our service partner network, addressing equipment- related questions and issues.
• Oversee relationships with external service partners, ensuring effective collaboration and high-quality service delivery.
• Plan and conduct technical training sessions for service partners, enhancing their skills and knowledge.
• Conduct on-site tandem visits with service partners to enhance their performance and troubleshoot challenges.
• Create comprehensive troubleshooting guides for all distributed brands.
• Provide ongoing training and to enhance team skills and knowledge.
• Maintain solid customer relationships by providing quick, courteous, and concise information delivered with a high degree of professionalism.
• Supervise the warranty operations, ensuring timely processing of warranty claims, compliance with ASA agreements, and continuous process improvements.
• Lead efforts to optimize quarantine inventory.
• This position does require travel to customers and / or suppliers.
• General administration in CRM and ERP applications.
• Administer customer satisfaction surveys related to service performance, analyze feedback, and implement improvements.
• Contributing to long-term improvement of Parts & Service department.
• Any other such duties as may be determined by your reporting Manager.
• After-hours technical support, when required.

Leadership & Strategic Responsibilities

Position Requirements

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