Bilingual Field Technical Service Manager
Job Description
This position is responsible for cultivating relationships with the service network in Quebec and Eastern Canada. Having knowledge of swimming pool equipment & the ability to troubleshoot technical product issues is necessary to succeed in this role.
If you feel you would be a great fit for this position, please submit your resume by responding to this posting.
We appreciate all applicants who submit a resume.
Hayward is committed to providing barrier-free environment and accommodation in accordance with the Accessibility of Ontarians with Disabilities Act (AODA). If contacted for an employment opportunity, please advise Human Resources person if you require accommodation at any stage of the recruitment process.
Responsibilities
➢ Responsible for managing, training and supporting Authorized Service Centers
➢ Responsible for finding and setting up new Authorized Service Centers
➢ Responsible for building relationships with service providers & key dealers
➢ Serve as a real-time escalation point for situations involving service providers
➢ Create and perform in-class & on-site training seminars for our dealer & service networks
➢ Provide technical assistance on all product lines to support dealers, consumers and service providers
➢ Perform service repairs & programming in the field whenever necessary
➢ Respond promptly to incoming phone, email and fax inquiries
➢ Create and maintain service incident records in the technical service database
➢ Diagnose and dispatch heater, heat pump, salt system & automation service calls to contracted service providers
➢ Continuously grow technical knowledge on all product lines, both through formal training and individual study
➢ Participate in industry trade shows & training seminars
➢ Evaluate and fulfill warranty requests in compliance with warranty protocol
➢ Maintain accurate Service Centre database to include labour rates, areas of coverage, shipping information & company profiles
➢ Assist with projects or administrative duties in the off-season
Requirements
➢ Living in Quebec
➢ Able to work from home & willing to travel approximately 50% of the time
➢ Excellent communication, problem solving, and analytical skills
➢ Competent in the use of a laptop and related programs, including Microsoft Office
➢ Advanced technical knowledge of swimming pool equipment
➢ Knowledge of gas appliances, HVAC systems, refrigeration, plumbing, hydraulics, and/or electricity is preferred but not required
➢ Bachelor’s Degree or College Diploma in an Engineering or Applied Science program is preferred but not required
➢ Valid driver’s license
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