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Job Description

Technical Service and Training Manager

Rate TBD
Location Mississauga, ON Canada (On-site)
Type of project Specialized Help Engineering
Duration contract ongoing
Education required College/University
Years of experience 2 - 5 years
Type of employment N/A
Area of Specialization Engineering
Languages required N/A
Workhoppers Mississauga ON
Description
We are a manufacturer of temporary/portable heating solutions for the construction, mining, oil and gas, and other industries. Campo leads the market in innovation and customer service.

We have an immediate opening at our Corporate Office for a Technical Service and Training Manager. This customer facing position is fast paced, especially in the ‘high-season’. The right person for the job will deliver quality training, technical support and customer service to our customer base in the USA and Canada. This job requires an excellent grasp of the English language, the ability to clearly communicate (written and spoken word) in English, even being understood in harsh and sometimes noisy environments. The right candidate must also be comfortable in front of the camera as 90% of training classes are broadcast LIVE from our virtual training center in Brampton

Knowledge of Burners Preferably, the right candidate will have specific knowledge of burners that are typically used in residential and commercial heating environments. (ex. RW Beckett is our partner supplier). A candidate carrying a gas fitters license and coming out of the HVAC industry would be one way of demonstrating an above average knowledge of burners and could likely cross-over into the temporary construction heating industry. The right candidate will be trained by and work closely with the owners of Campo, engineering team and industry experts.

Knowledge of Electrical: The candidate must show the aptitude to read electrical diagrams and schematics, and will be asked to demonstrate during the interview process.

Knowledge of Training: Preferably, The right candidate will be able to demonstrate/validate successful training experience. At a minimum the right candidate will demonstrate a genuine enthusiasm for teaching, training, imparting wisdom, etc…

During the High Season: Fall and Winter

1. The bulk of ‘live virtual’ training takes place in the early fall, but there will still be instances where training will be required throughout the winter season. The role will transition to ‘some training and trend to more ‘tech support’.

2. Tech support - This role interacts and supports the internal and external customer, giving guidance on how to troubleshoot/diagnose real time issues and suggest the necessary repairs to get the product back up and running with minimal disruption to the customer. (Level 1 tech support). The right candidate will be backed up by engineering team, providing additional support (Level2) when needed. The expectation of the candidate is that by the end of season 2 that 85-90% of tech related inquires can be solved by the candidate.

3. Work closely with the warranty administrator to ensure timely responses, identify faults, rectify claims quickly with the customer.

In the off-season: Late Winter, Spring, Summer

1. This role will interact with the engineering team, improving current products and assisting in the design of new products.

2. Update training materials and delivery methods, through the lens of continuous improvement.

3. Clearly communicate with the executive team, what is needed for improving delivery methods.

4. Work closely with key vendors to understand what changes need to be made to the curriculums, specific to the vendors products.

5. Product improvement bulletins and post-season maintenance bulletins

6. Other

Primary Responsibilities

· In the first season, shadow our trainer, who is retiring at the end of the season.

· Become knowledgeable of all products in order to take care of customer related service issues

· Assist the trainer, observing and making one self ‘ready to take over’ the position.

· Learn how to use the training center and audio-visual equipment for purposes of streaming live classes.

· Assess curriculum delivery methods. Recommend and implement changes in agreement with Campo ownership team.

· Look for ways to ensure Campo Technical Training remains ‘best in Industry’

· Maintain and improve a training library of videos, white papers, presentations, ensuring that information is correct and up to date.

· Administer service bulletins, and campaigns. Collaborates with Parts, Service and Sales

· Acts as a primary point (level 1) of contact for technical support, manage customer needs for tech support or direct communications with service specialist via phone, email and other virtual technologies.

· Seek to understand the customer issues, provide accurate description and preliminary diagnosis based on customer complaint, validate technician diagnosis in order to validate customer complaint.

· Coordinate with management to adopt best practices in the production and service.

· Shared responsibility for the safety of service technicians and maintaining a safe working environment in the shop area and other work areas or customer job sites. Facilitate bi-weekly safety and toolbox talk meetings. Record attendance and respective notes.

· Act as primary liaison and communicate tech/warranty info between customer, technician, parts, sales, to effectively inform all involved parties and ensure timely and accurate communications.

· Document customer interactions and log reasons for the call, in order to identify trends for product improvement (resolve repetitive tech issues) or training improvement.

· Works with QA team in production to resolve repetitive issues.

General Qualifications:

- The candidate must enjoy teaching others. This will be verified through peer recommendation in the interview process.
- TEAM PLAYER and SELF STARTER. Own the position!
- Able to multi-task and work efficiently in a fast-paced, high demand role on a consistent basis.
- General willingness to help others and be a team player.
- Excellent customer service skills, able to handle customer complaints, de-escalate situations, accept criticism, able to turn negative situations into positive experiences and opportunities.
- Must demonstrate excellent people skills for both internal co-workers and subordinates as well as external customers and suppliers.
- Must demonstrate a high degree of communications and organizational skills to include the ability to apply logic and critical thinking to solve problems
- Travel – 10% but possibly 25% for periods of time, (Trade Shows, customer emergency on location, training, etc.)
- Extensive computer experience (Power Point, etc.)
- Superior aptitude and ability to analyze and interpret all mechanical and electrical information in service manuals. Ability to sit, stand, lift and twist repeatedly and for extended periods in both internal and external environments.

Experience:

- 3+ years of experience as a in the HVAC industry related specifically to the heater segment and indirect fired burners
- demonstrable ability to teach others.

Education/Knowledge

- 2+ years of formal technical school training in electrical, gas/diesel engines, burners and structural systems or able to demonstrate equivalent experience

Specific schedule:
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Morning
Afternoon
Evening
 
2022-07-21

-July 21, 2022
 

 

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