Technical Service Manager

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

Required Experience :

Manager

Key Skills

Restaurant Experience,Kitchen Experience,Dealership Experience,Food Safety Experience,Management Experience,Auto Service Management,Maintenance,Operations Management,Cash Handling,Leadership Experience,Supervising Experience,Automotive Service

Employment Type : Full Time

Experience : years

Vacancy : 1