Technical Service Manager

Overview

Hayward Pool Products Canada Inc. is a leading manufacturer of swimming pool equipment. For over 90 years, we've been helping pool owners enjoy the pleasures of pool ownership by manufacturing cutting edge, technologically advanced pool equipment worldwide.

This role manages a team of Technical Service Representatives (both in-house and in-field) to provide both technical information and warranty claim support to consumers and dealers. It is also a liaison between external sales representatives, internal staff, and business partners. The candidate must be able to provide leadership, a strategic framework and delivery models for the implementation of an improved and standardized warranty and technical service experience. The goal is to drive outstanding Customer Care experiences and increase loyalty by designing and implementing processes, technology and training which support this.

Responsibilities

• Implement and maintain warranty protocols which are consistent with US programs and Canadian market requirements
• Continuously grow and manage the network of Hayward Authorized Service Centres (HASC), to drive service quality and responsiveness
• Provide high level of technical assistance and responsiveness to consumers via the call centre and website contacts
• Manage a team of Technical Service Representatives in Oakville, and regionally
• Facilitate training, professional development and motivation of staff
• Facilitate training for Hayward Authorized Service Centres (HASC) nationally
• Implement and manage systems and processes which drive efficiency for Hayward and our business partners
• Manage all call centre and administrative processes required to support our HASC and consumers
• Maintain reporting requirements and conduct regular reviews to manage the business
• Develop and maintain strong working relationships with key direct customers in concert with the Sales and Customer Service teams
• Execute the overall goals of the division, as directed by senior management
• Work closely with Operations, Shipping, Sales and Customer Service
• Manage all English/French communication requirements of our customers, including written escalations

Qualifications

• Minimum 5 years of experience or equivalent combination of education and experience
• College or Bachelor’s degree in business, marketing or related area preferred;
• Must be able to set priorities, utilize good judgment in problem solving, pay attention to detail and take the initiative by recognizing areas where issues may arise.
• Proficiency in using MS office products.
• Excellent verbal and written communication skills
• A strong business sense and ability to deal with problems involving many variables
• Manages difficult or emotional customer situations;