Job Expired
This posting has expired and applications are no longer being received and this job does not show up on the main job list.
This posting has expired and applications are no longer being received and this job does not show up on the main job list.
| Date Posted: | Oct 21, 2014 |
Job Description
Waterloo, ON
This position is responsible for leading the company’s global team of field service technicians (11 in total- 8 in Canada, 1 in Europe, 1 US, 1 China) who perform routine services including installation, training, maintenance, and repair.
QUALIFICATIONS REQUIRED:
• 5 or more years of management experience, specific to field support operations
• Minimum of a Bachelors Degree in MIS, Engineering, Business Management, Computer Science or equivalent
• Ability to demonstrate successful project planning, implementation, and closeout for complex technical engagements
• Understanding and/or working knowledge CRM software (such as SalesForce.com) and the ability to read technical documentation and drawings; understanding and/or working knowledge of CAD Software preferred
• Excellent interpersonal, verbal / written communication and presentation skills
KEY ACCOUNTABILITIES:
• Works with team to reduce costs, increase operational efficiencies, while developing world class support operations.
• Implement strategies and targets to help grow the service organization by increasing service contract and spare parts sales.
• Develop relationships with Partners and Strategic accounts.
• Coordinate scheduling of the service representatives.
• Manage escalated customer issues and escalate when appropriate
• Track field failure rates and liaise with Engineering to ensure corrective action
• Tracks all Key Performance Indicators (KPI) for within the CSD organization:
• Customer satisfaction
• Establishes base line performance standards and ensures compliance
• Installation lead times
• Works with Engineering and Applications Teams to ensure that sufficient product and service training exist such that all staff can effectively articulate the company’s value proposition.
• Develops Service Level Agreements (SLA) for customers and partners, service contracts, Statements of Work (SOW) request for information (RFI), and request for quote/proposal (RFQ/RFP).
**Must be able to travel approximately 25% of the time, domestic and international.
This position is responsible for leading the company’s global team of field service technicians (11 in total- 8 in Canada, 1 in Europe, 1 US, 1 China) who perform routine services including installation, training, maintenance, and repair.
QUALIFICATIONS REQUIRED:
• 5 or more years of management experience, specific to field support operations
• Minimum of a Bachelors Degree in MIS, Engineering, Business Management, Computer Science or equivalent
• Ability to demonstrate successful project planning, implementation, and closeout for complex technical engagements
• Understanding and/or working knowledge CRM software (such as SalesForce.com) and the ability to read technical documentation and drawings; understanding and/or working knowledge of CAD Software preferred
• Excellent interpersonal, verbal / written communication and presentation skills
KEY ACCOUNTABILITIES:
• Works with team to reduce costs, increase operational efficiencies, while developing world class support operations.
• Implement strategies and targets to help grow the service organization by increasing service contract and spare parts sales.
• Develop relationships with Partners and Strategic accounts.
• Coordinate scheduling of the service representatives.
• Manage escalated customer issues and escalate when appropriate
• Track field failure rates and liaise with Engineering to ensure corrective action
• Tracks all Key Performance Indicators (KPI) for within the CSD organization:
• Customer satisfaction
• Establishes base line performance standards and ensures compliance
• Installation lead times
• Works with Engineering and Applications Teams to ensure that sufficient product and service training exist such that all staff can effectively articulate the company’s value proposition.
• Develops Service Level Agreements (SLA) for customers and partners, service contracts, Statements of Work (SOW) request for information (RFI), and request for quote/proposal (RFQ/RFP).
**Must be able to travel approximately 25% of the time, domestic and international.
Application Contact Information
| Company Name: | Randstad |
| Application URL: | Click here to apply online |
