Technical Assistance Center Manager

At Trojan Technologies, we believe there’s nothing more essential than delivering clean water to the world. That’s especially true in this critical moment, when the world’s supply of clean water is under substantial stress due to industrialization, increasing demand, and rising biological and chemical contamination. Our mission is to stem that tide: to ensure greater water confidence and environmental stewardship for people, industries, and municipalities, improving the lives of over one billion people globally. 

As part of our global team, you’ll work alongside customers from municipalities to pharmaceutical and food and beverage companies to build creative, sustainable solutions. You’ll also find a welcoming and supportive team that listens to your ideas and allows you to follow your strengths. All of us feel privileged to work on innovative technologies that bring clean water to the world—we hope you will, too.  

Trojan is proud to be one of Danaher's Water Quality companies. Motivated by the highest possible stakes of climate change and global health, we’re working together within a rapidly digitizing industry to find innovative technologies that guarantee the safety of our water and our environment. 

About the role

As a Technical Assistance Center (TAC) Manager, you will lead a team of 6 associates by fostering a culture of ownership and accountability. The successful candidates will have a strong commitment to the team’s personal growth and development. We will rely on you to drive to meet the needs of our customers. This is an exciting opportunity to make your mark, driving for more efficient processes in this customer-focused environment!

This position is based in London, ON, with a hybrid arrangement of working onsite 3 days per week.
 

Accountabilities

• Identify and drive continuous improvement initiatives to allow the team to manage a growing install base

• Accelerate controls revenue growth levering service sales and product management to deliver double digit growth

• Provide detailed information to both internal and external customers of technical issues, ranging from routine to highly complex

• Advise on and validate proposed service solutions/plans by the team

• Assess opportunities for additional goods/services to be provided by TAC as a source of revenue

• Coach, mentor, support Team development plans; communicate expectations regarding performance and hold team accountable for results

• Recruit, hire and execute Onboarding plans for new Associates

• Participate in product development and improvement meetings providing “Voice of the Customer” and Service perspective

• Provide written feedback to Engineering and Production departments on quality or operational problems with equipment in the field

• Support training and development of Field Service Technicians, Rep Technicians, Customers, AMPS and TAC personnel

Qualifications:

• Demonstrated leadership experience and extensive experience dealing with technical issues, preferably in a customer service setting

• Shown inclination and ability to listen to various partners (e.g. Customers, Sales) and generate meaningful insights

• Proven ability to exercise judgment in situations requiring escalation to the next level, able to handle ambiguity and gain clarity

When you join us, you’ll also be joining Danaher’s global organization, where 80,000 people wake up every day determined to help our customers win. As an associate, you’ll try new things, work hard, and advance your skills with guidance from dedicated leaders, all with the support of powerful Danaher Business System tools and the stability of a tested organization.

At Danaher, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.

If you’ve ever wondered what’s within you, there’s no better time to find out.