డి
Head of Service
Kitchener, Ontario, Canada · పూర్తి సమయం
దరఖాస్తు చేసుకునే వారిలో మొదటి వ్యక్తిగా ఉండండి
- అనుభవం
- 5+ సంవత్సరాలు
- జీతం
- —
- ఖాళీలు
- 1
- పోస్ట్ చేయబడింది
- 2 వారాల క్రితం
- పని విధానం
- కార్యాలయంలో
- విద్య
- బ్యాచిలర్ డిగ్రీ
- పునఃప్రారంభం
- దరఖాస్తు చేసుకోవాలి
మీరు ఎక్కడ పని చేస్తారు
ఉద్యోగ వివరణ
About the Role
Deep Trekker Inc., a global leader in underwater robotics, seeks a Head of Service based in Kitchener, Ontario. This leadership role focuses on enhancing international growth and maintaining exceptional customer satisfaction by overseeing the entire post-sale customer journey for portable underwater ROVs and pipe crawlers. The position demands managing customer support, technical diagnostics, repair centers, training, demonstration units, loaner robots, warranty policies, and technical documentation. The Head of Service will bring operational excellence and leadership to support ongoing company expansion.
Key Responsibilities
- Direct all post-sales customer interactions, ensuring technical support from robot delivery through training, troubleshooting, repair, and follow-up.
- Cultivate a customer-centric service culture characterized by urgency, ownership, empathy, technical curiosity, and ongoing improvement.
- Lead and manage teams including Customer Service, US Service Center, Technicians, Fleet Coordination, and Technical Resources.
- Identify talent gaps and spearhead hiring, training, succession planning, and role development within the service organization.
- Enhance repair operations by implementing visual management tools, dashboards, and regular operational reviews to boost efficiency, organization, and scalability.
- Maintain healthy repair queues with active management and clear bottleneck escalation procedures; improve repair consistency and minimize ticket recurrences.
- Oversee warranty and related service policies, ensuring consistent handling aligned with company standards, with controls for exceptions.
- Work with Technical Resources to enhance service readiness, documentation, troubleshooting support, and knowledge sharing.
- Support ISO-related quality and continuous improvement initiatives by standardizing workflows, documentation, and escalation paths.
- Improve feedback loops from service field data to address recurring issues structurally with Quality, Engineering, and Operations teams.
- Coordinate regional service standards across Canada, the US, and prospective European markets, standardizing processes and KPI targets.
Required Qualifications and Experience
- Bachelor's degree or commensurate relevant experience.
- At least 5 years in technical/field service, repair, or customer support roles involving complex technical products.
- Minimum 2 years of leadership experience managing service or technical support teams.
- Proven track record transforming or scaling service functions through systems, process enforcement, and KPI-driven management.
- Experience with multi-SKU technical products and cross-functional coordination involving service, engineering, operations, and quality control.
- Ability to leverage service data and failure trend analysis to drive continuous service improvements.
Preferred Skills
- Background in ISO-compliant quality environments.
- Experience contributing to root cause analysis, corrective actions, and reliability improvement processes.
- Familiarity with robotics, industrial machinery, marine systems, electronics, or manufacturing technical support.
- Knowledge supporting international or multi-regional service operations with consistent standards.
- Proficiency in CRM/service ticketing software such as HubSpot and ERP systems (experience with ERP implementation or upgrades is a plus).
- Experience implementing/upgrading ticketing systems, service management frameworks, and visual operational tools.
Personal Attributes
- Effective people leadership and coaching skills.
- High commitment to superior customer service and operational quality.
- Hands-on and practical approach emphasizing process discipline.
- Technical credibility sufficient to understand service challenges and tradeoffs.
- Strong communication skills to manage expectations, accountability, and ambiguity.
- Capability to balance daily operations with strategic capability building.
Additional Information
- Work Location: Fully on-site at Kitchener, Ontario headquarters.
- Travel: Occasional travel to support US operations and future European expansion.
- Equal Opportunity: The company embraces diversity and provides accommodations during recruitment as needed.