This role manages the technical support, service back-office staff, and field service groups in Ottawa and Racine, collectively the Technical Service team. This includes managing all day-to-day contact with Condair agents and customers, ensuring the provision of competent and professional technical support. Responsible for service order processing to the customers' full satisfaction. Motivates staff to maintain a professional attitude and personal commitment to service.
Key Duties and Responsibilities
Plan, organize and direct the activities of the Technical Service team within North America.
Manage the Racine office.
Supervise, train, motivate and evaluate personnel: establish and monitor employee performance objectives, provide staff training and education, works with employees to correct deficiencies, and fully develop strengths, implements corrective actions as necessary.
Design and implement strategies to ensure success of the service business field with proper controls and measures.
Development and maintenance of service standards.
Definition of service products and optimization of procedures and processes to increase profitability. Ensure profit margins relative to EBIT are positive.
Establish and maintain efficient work procedures including but not limited to implementing processes to track proper record keeping of timecards, authorization of timecards, travel and expenses for Technical Service staff.
Development and implementation of new service strategies in the market in order to increase turnover and customer loyalty as well as customer satisfaction.
Creation of individual service offers for customers in the humidification and dehumidification technology.
Benchmarking with installations of the competition and feedback into the product development
Working closely with the sales department to optimize the offers to sustain current customer loyalty and gain new customer opportunities.
Cooperation with the controlling department to achieve financial goals and results.
Establish and maintain excellent customer relations with agents, contractors, owners, and national accounts.
Maintain open communication with other departments, in particular sales, order scheduling production, and engineering to ensure all issues affecting customers' service support are dealt with efficiently and professionally.
Ensure professional technical support is provided to agents and customers, maintaining a "Best in Class" attitude.
Be instrumental in considering all aspects of any situation from both the customer's point of view and representing the best interests of the company.
Maintain a detailed log, for all technical calls from customers and notes from site visits.
Chair monthly Technical Review Meetings.
Supervise staff travel plans for installation, start-up, service calls, customer training, etc.
Develop and administer the Technical Service budget.
Responsible for monitoring and reacting to department performance.
Partner with Vice-President, Marketing, and Head of Engineering on all key issues related to customer and technical service issues. Conduct regular meetings for information exchange.
Participation in quarterly management meetings
Management of the monthly service meeting
Participation in trade fairs and customer events
Up to 25% domestic and international travel is required.
Ensure adherence by the department to all Company procedures and policies.
Adhere to Condair's Quality Assurance System.
Perform other duties as assigned by Management.
Professional Skills, Qualifications, and Competencies
Education and Experience: Post-secondary education, preferable in HVAC or Electrical Engineering technology. Minimum five years' experience in a technical service environment including profit and loss and managing service contracts and technicians.
Language Skills: Exceptional communications skills both written and orally in English.
Ability to Reason: The ability to remain calm and focused under stress, providing technical support over the phone and in person. Tact, courtesy, initiative, and the ability to work efficiently and accurately in an environment of frequent interruptions.
Computer Skills: Strong knowledge of MS Office, Adobe software, data management systems, Service Fusion, and ERP systems (SAP preferred).
Other: Proven leadership skills, supporting other members of the Technical Service team. A strong bias to action to ensure departmental and personal goals are met. Customer and solution focused. Independence, flexibility and entrepreneurial thinking. Proven ability to work in the United States and the ability to travel internationally as required.
Personal Characteristics
Teamwork: Balances team and individual responsibilities. Exhibits objectivity and openness to other's views. Gives and welcomes feedback. Offers to help others to achieve common goals.
Drive: Exhibits a drive to do all work required to achieve success. Aims to do the right thing with little direction required.
Ethics: Works with integrity and strong morals/ethics.
Professionalism: Approaches others in a tactful manner. Reacts well under pressure and follows through on commitments. Treats others with respect and consideration regardless of their position. Accepts responsibility for own actions and asks for help when needed.
Safety: Observes safety and security procedures. Uses equipment and materials properly and as instructed.
Dependability: Is consistently at work and on time and completes work in a timely manner. Able to deal with change, delays, and unexpected events.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.
While performing the duties of the job, the employee is required to:
Regularly use a computer workstation
Occasional kneeling, reaching, stooping and climbing ladders when working on units for the purpose of troubleshooting, testing, and training on humidification units.
Lift up to 30lbs
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the job duties, the employee is regularly exposed to:
regulated indoor climate
exposure to seasonal climate or small/tight spaces when supervising field service operation on customer sites
Benefits/Perks
Condair is pleased to provide the following benefits to all full-time employees (subject to change):
Medical benefits
Dental benefits
Vision benefits
Long-term disability insurance
Short-term disability insurance
Life insurance/AD&D
Flexible healthcare spending account
401k
Paid vacation
Paid sick leave
We are committed to creating an inclusive workplace by providing a barrier-free recruitment and selection process. If you have an accommodation request, require material in an accessible format, or need additional support with the application process, please contact Human Resources at na.hr@condair.com or call 613-822-0335 and ask to speak with Human Resources.
This job description reflects the immediate requirements of the post. As the duties of the post develop and requirements of the company change, the post holder will be required to carry out other duties.
About the Company
Condair Group, founded in 1948 and based in Switzerland is the global leader in humidification, dehumidification and evaporative cooling. Supported by science, we engineer individual, holistic solutions that customers can trust through the entire lifecycle. With optimal humidity, we increase productivity and create healthier built environments.
Condair Group has production sites in Europe, North America and China, its own sales and service organizations in 23 countries, and representatives in over 50 locations worldwide.
Our Vision: To create healthier built environments and increase productivity with the optimal humidity for a better life.
Our Mission: Driven by our customers' needs and supported by science, we engineer reliable, sustainable solutions.