International Service Manager
VTR Feeder Solutions Inc.
We are hiring an International Service Manager to join our growing Parts & Service team! 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. While based in Grimsby, candidates must be available for local, national, and international travel to customer sites.
Candidates must have previous long-term experience in a similar customer-facing and team-management role. We are seeking an individual with a high degree of professionalism, strong written and verbal communication skills, and innovative thinking. This is a full-time, permanent role.
Who we are – We are VTR Feeder Solutions, a leader in automated parts-feeding systems and Canada’s largest parts-feeding company. Each piece we create is specifically designed to function individually or within a larger system and is built using the highest quality materials to exceed industry standards. From automotive to medical and pharmaceutical companies, we have helped hundreds of organizations around the world successfully improve their business with our expert insight in the best feeding solutions.
Why join us:
- Rapidly Growing Leader in the Automation & Parts-Feeding Industry
- Strong Commitment to our Core Values
- Dedicated Operational Support Team
- Dedicated to Continuous Technological Advancement
- Competitive Compensation Package
- Trusted by Customers Worldwide
- Employee Benefits Program including medical and dental coverage, & health spending account
- Safety Shoes, Safety Glasses Allowance, and Custom Hearing Protection
Shift Schedule:
- Monday to Friday, minimum 40 hours per week
- 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.
Annual Salary: Starting at $120,000, depending on experience
Overview:
- Report to Head of Global Operations
- Responsible for the management of Parts & Service team, including Service Coordinator, Sales Representative, and Technicians
- 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
- Work with customers and appropriate internal teams to meet Service and customer needs
- Create and maintain a Service calendar accessible to stakeholders and/or management
- Prepare VTR system manuals
- Creation of Service costing spreadsheet
- Ensure proper documentation is provided for and completed after international Service trips
- Regular local, national, or international travel to customer sites
- Develop and uphold a touch-point schedule for the Service team
- Ensure input of timely and accurate Service data in the CRM
- Provide Service reports to stakeholders and management as required
- Develop and maintain a preventative maintenance schedule for all products
- Creation and updating of Service Department budgets
- Continuous improvements of the Service Department
- Create and maintain Key Performance Indicators of Service Department
- 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
- Support the Service team's training and development where needed
- Communicate with HR and Finance regarding hours of work by Service Technicians while off-site
- Support HR with the recruitment of Service team members and Performance reviews
- Support the coaching, retraining, disciplinary actions, and/or termination of Service team members as required
- Adhere to Health & Safety guidelines, as well as VTR’s Mission, Vision, and Values
- Other duties as required
What You'll Bring:
- Minimum 5 years of verifiable experience in a similar customer-facing, service coordinator, or account management role required
- Long-term experience in a similar team-management role required
- Post-secondary education in Business, Engineering, Manufacturing, or related field
- Previous experience using CRM software to track customer details, correspondence, and project information
- Strong knowledge of Microsoft Office programs, including Excel, Outlook, Word, & Teams
- Knowledge of manufacturing, industrial automation, or machine design as an asset
- Exemplary customer service and demonstrated success in building and maintaining rapport with new and existing customers
- Experience proposing and/or presenting thoughts, findings, solutions
- Experience creating presentations, reports, and dashboards
- Strong attention to detail, communication, and time management skills
- Strong leader and team member, with the ability to learn from others and transfer knowledge clearly
- Demonstrates adaptability and the ability to adhere to tight deadlines
- Ability to remain organized in a fast-paced and ever-changing environment/industry
- Demonstrates innovative thinking and proactive/reactive problem-solving skills
- Demonstrated commitment to quality and safety
- Ability to disseminate information in various forms
- Must maintain a valid driver’s license and Canadian passport
- Ability to travel up to 10% of the time for customer visits and trade shows in both Canada and the US.
- Must be able to adequately manage credit cards/corporate cards
- Strong understanding of proprietary information and commitment to confidentiality
Additional Information:
- Minimum 40 hours per week
- DPSP Matching Program
- Benefits, Health Spending Account, & Life Insurance
- Annual Bonus(es)
- Casual dress
- Annual PPE Allowance
- Birthday Paid Day Off
- Paid Shutdown between Christmas and New Years
- Lunchroom with provided food and drinks
- Biweekly Lunches
- Paid education and training
Work Conditions:
- On-site role at our Grimsby facility, with national or international travel approximately 10-20% of the calendar year; 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.
- Temperature-controlled environment
- Manufacturing setting with exposure to loud work noises when on shop floor and prolonged or frequent standing
- Office environment with prolonged or frequent sitting at computer/desk
- CSA-approved safety Shoes Required
- Hearing protection and safety glasses provided when required
We thank all applicants for their interest; however, we will only contact those who best meet our needs and qualifications.
In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, VTR Feeder Solutions is an equal opportunity employer who is committed to providing an inclusive and barrier-free recruitment and selection process. Applicants should advise Human Resources if they require any type of accommodation during the recruitment process, and may refer to our Accessibility Contact page accessible through our company website
Thank you for your interest in working with VTR!
