Customer Support Manager

POSITION SUMMARY

As an ambassador for BOS, the Customer Support Manager will manage the customer needs post-installation. Through the direction of a specialized service and support team, they will ensure the department is self-sufficient, taking burden off BOS Operations. The role will develop and implement processes and policies needed for the group to be successful while establishing relationships with customers and driving sales.

RESPONSIBILITIES

• Responsible for the development of the Service and Support area of BOS to transition it from a reactive department based solely on customer requests into a key profit generating source
• During the transitionary phase, you will be responsible to build relationships with customers through virtual and in person visits, work with other departments to obtain resources required for service and work along side sales to increase your a customer base
• Engage with the Project Manager and the customer during commissioning phase, to develop relationships and discuss ways BOS can support the project and their company
• As the area grows, you will develop, oversee, manage, and coordinate the Service & Support team, ensuring that team activities are planned and prioritized
• Develop and implement tools, standards and processes that improve department performance and profitability
• Maintain accurate records of department projects to forecast growth and facilitate process improvements making the group stronger and more desirable to the customer
• Work with Sales and Engineering to recognize future gaps in workload and proactively reach out to customers in an effort to generate sales to fill the pipeline
• Together with your team, prepare the final Project Documentation and Submission for all Customers - Work with the Mechanical, and Controls design teams to ensure all project documentation packages are prepared and provided to the customer. Ensure customers are able to understand, operate and service the BOS equipment provided.
• Manage all additional contacts with customers, ensuring expectations are exceeded – proactively monitoring customer commitments and ensuring correct completion of confirmed work orders.
• Develop metrics and report on key accountabilities and strategic results to Management team monthly
• Report service and support projects and group performance to senior management
• Capture customer feedback on service and support performance and use this to drive group improvements
• Daily/frequent check ins with support team to offer project guidance and assure adherence to project budget and timeline
• Handle outgoing and incoming calls to provide positive client relations and ensure satisfaction.
• Works closely with Accounting to ensure open orders are invoiced in a timely fashion.
• Acts as a liaison between BOS and customers with regards to invoicing and service concerns, serving as an official go-between for senior officials of both party companies.
• Communicate product challenges to product team.
• Ensure service and support travellers reports are submitted and logged for each service call or visit
• Initiate travel accommodation requirements including flights, vehicle rentals, hotels and per diems
• Service and Support Project delivery timing maintained – Work closely with internal teams (design, machine shop and build) to ensure project timing meets customer expectations.
• Manage inventory of BOS standard parts – actively review inventory products, and quantities to ensure BOS inventory reflects the changing lines and inventory requirements.
• Ensure BOS values are understood and communicated to team
• Maintain a safe working environment for team on and offsite
• Other tasks as assigned by Sr Management

LEADERSHIP

• Ensure BOS vision and strategy is understood and align the group and group goals to it
• Leadership development and general growth in capability of the team
• Drives an accountability culture within the department
• Ensure strong communication processes in place between departments and the management team.
• Group performance (timing, cost, quality, innovation), safety and discipline
• Payroll – review timesheets of all team members to ensure proper job allocation and daily completion
• Promote Intergroup and team conflict resolution and cooperation
• Address and Elevate problems to your Manager when necessary, and if not addressed, to sr. management using the ACE principal:
  • Agree to an action with your teammate that includes a due date for the deliverable
  • Compel that the deliverable is at risk, ask how you can help, and notify your teammate that you will need to elevate for help to avoid failure
  • Elevate with the facts of the problem and the proposed resolution where help is needed to avoid failure

HUMAN RESOURCES

• Oversee Department resource planning out beyond 3 months based on rolling workload analysis - includes proactively reacting to deficiencies or surplus
• Complete Annual Performance Reviews and check-ins and provide documentation to HR
• Actively identify and recognize in real time team members that exceed expectations, contribute extra effort/hours, volunteer to help in areas of need and portray values that BOS promotes
• Assess employees’ skills/abilities and implement training, development & succession plans to ensure they reach their maximum potential and that departmental skill set gaps are identified
• Positively embrace, communicate, and promote BOS’ policies & procedures within the department
• HR Development – lead recruitment efforts, performance management and maintenance of skills matrix

This description reflects management’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned. BOS welcomes applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

Requirements

EDUCATION/EXPERIENCE

• Post-secondary education in engineering & 5-10 years in the automotive/manufacturing environment with
• Experience with sales and customer relations would be an asset
• Computer Expertise: Microsoft Office, Epicor, Microsoft Project, Review level knowledge of Solidworks and Draftsight

Knowledge:

• Understanding of project flow and milestones
• Knowledge of machine building and processes including laser, assembly, welding, etc.
• Familiarity with equipment, machinery and components used in custom machine building
• General knowledge of system programming
• Understanding of the relationship between and integrator and customer

Skills & Abilities:

• Customer Service
• Planning/implementing plans
• Team work
• Attention to detail
• Prioritizing/organizing
• Communicating clearly/concisely
• Critical thinking/problem solving
• Negotiating
• Troubleshooting
• Proactive

Benefits

• Competitive salary
• Flexible work hours
• Profit sharing
• Multiple extended health care plans to choose from
• Subsidized Lunch Program
• Training development program
• Regular staff appreciation lunches & Socials
• Bi-annual company events
• Career planning & goal setting
• Employee recognition program
• Performance appraisal program
• BOS Promotional Clothing
• Employee Assistance Program
• Employer Supported Volunteer Program