Technical Support and Customer Services Manager
Do you want to contribute to the growth of a company by taking up motivating challenges?
ALDES North America is a dynamic company whose goal is to develop the best air exchangers on the market by designing, manufacturing, and marketing innovative and high-performance ventilation products for residential and commercial buildings. The rapid growth of ALDES North America and the international dynamic of the Aldes Group combined together, provide a stimulating work environment for all employees.
Job Description
The Technical Support & Customer Services Manager will be fully responsible for running and managing the company’s technical support and customer service department, currently employing a small team of dedicated sales engineers and customer service representatives located in both Canada and the US. This is a high-profile role in managing the front office and front line of the North American operation, with the position located in St. Leonard D’Aston, Quebec. This role will primarily involve ensuring the team quickly and efficiently responds to inbound technical support issues, customer service inquiries, quotation requests, and after sales support requests, via telephone, email, and the company’s website, and that all issues are documented and resolved ASAP.
It will further involve defining support processes and procedures and in-depth reporting, and analysis of the reported technical support issues, along with root cause analysis leading to recommended remedial action. The position will also provide the link between inside and outside sales for the purpose of forecasting sales and business opportunities.
Primary duties and responsibilities:
- Define, implement and manage technical support processes and procedures
- Manage technical support and applications engineering personnel.
- Manager customer support personnel who are responsible for order entry and processing, shipping information and general customer inquiries.
- Produce weekly and monthly summary management reports on technical support tickets.
- Manage and report on the RMA process, including root cause analysis and remedial action.
- Provide CRM reporting and analytics to business line managers.
- Additional duties required from time to time are as follows:
- Site site visits for technical support and troubleshooting
- Assistance with industry trade shows.
Required skills and experience: The successful candidate will have relevant experience and technical knowledge in the HVAC industry including:
- Applications Engineering Support and/or management
- Customer Service management experience
- Experience in a manufacturing environment
- Analytical thinker and attention to detail
- Concentration on elevating the customer experience.
- Must be bilingual in both French and English
- Degree in an engineering discipline, with preference in mechanical engineering and thermodynamics.
Working Conditions:
- Full-time position (40 hours / week)
- Competitive compensation
- Group Insurance
- Free Social Committee (Sugar Shack, BBQ, summer party, peel off, Christmas party)