International Service Manager

Vtrfeedersolutions; Grimsby; On-site; CAD 108,000 - 132,000; Full time

Benefits offered by this job

Annual Bonus

Medical & Dental coverage

Health Spending Account

Safety shoes allowance

Hearing protection

Job summary

VTR Feeder Solutions is seeking an International Service Manager to lead the Parts & Service team from our Grimsby facility with frequent national and international travel. You will manage service coordinators, sales reps, and technicians, ensuring timely support across regions and customers.

The role requires at least 5 years in customer-facing/service coordination and team management, with strong CRM and MS Office skills. Competitive benefits and a dynamic manufacturing environment are offered.

Qualifications

• Minimum 5 years of verifiable experience in a similar customer-facing, service coordinator, or account management role required.
• Long term experience in a similar team-management role required.
• Post-secondary education in Business, Engineering, Manufacturing, or related field.
• Experience using CRM software to track customer details, correspondence, and project information.
• Strong knowledge of Microsoft Office programs, including Excel, Outlook, Word, and Teams.
• Exemplary customer service and demonstrated success in building and maintaining rapport with new and existing customers.

Responsibilities

• Oversee and coordinate service, maintenance, and repair calls across regions and countries.
• Lead and mentor Service team including coordinators, sales representatives, and technicians.
• Maintain regular communication with customers via phone and email.
• Generate service reports and share with management.
• Create and maintain a Service calendar and budgets for the department.
• Ensure proper documentation after international service trips and travel when required.

Skills

Leadership

Customer service

Communication

CRM software

Team management

Problem solving

Education

Post-secondary education in Business/Engineering/Manufacturing or related field

Tools

CRM software

Microsoft Office

Job description

We are hiring an International Service Manager to join our growing Parts & Service team! The International Service Manager is responsible for overseeing and coordinating service, maintenance, and/or repair calls or support across multiple regions and countries, supporting both VTR and Performance Feeders and their respective customers. While based in Grimsby, candidates must be available for local, national, and international travel to customer sites.

Candidates must have previous long-term experience in a similar customer-facing and team-management role. We are seeking an individual with a high degree of professionalism, strong written and verbal communication skills, and innovative thinking. This is a full-time, permanent role.

VTR Feeder Solutions is a leader in automated parts-feeding systems and Canada’s largest parts-feeding company. We manufacture feeder systems for a variety of industries – specializing in pharmaceutical and life sciences equipment. We have helped hundreds of organizations around the world successfully improve their business with our expert insight into the best feeding solutions.

• Rapidly Growing Leader in the Automation & Parts-Feeding Industry
• Strong Commitment to our Core Values
• Dedicated Sales & Marketing Support Team
• Dedicated to Continuous Technological Advancement
• Competitive Compensation Package
• Trusted by Customers Worldwide
• Employee Benefits Program including medical and dental coverage, & health spending account
• Safety Shoes, Safety Glasses Allowance, and Custom Hearing Protection
• Minimum 5 years of verifiable experience in a similar customer-facing, service coordinator, or account management role required
• Long term experience in a similar team-management role required
• Post-secondary education in Business, Engineering, Manufacturing, or related field
• Previous experience using CRM software to track customer details, correspondence, and project information
• Strong knowledge of Microsoft Office programs, including Excel, Outlook, Word, & Teams
• Knowledge of manufacturing, industrial automation, or machine design as an asset
• Exemplary customer service and demonstrated success in building and maintaining rapport with new and existing customers
• Experience proposing and/or presenting thoughts, findings, solutions
• Experience creating presentations, reports, and dashboards
• Strong attention to detail, communication, and time management skills
• Strong leader and team member, with the ability to learn from others and transfer knowledge clearly
• Demonstrates adaptability and the ability to adhere to tight deadlines
• Ability to remain organized in a fast-paced and ever-changing environment/industry
• Demonstrates innovative thinking and proactive/reactive problem-solving skills
• Demonstrated commitment to quality and safety
• Ability to disseminate information in various forms
• Must maintain a valid driver’s license and Canadian passport
• Ability to travel up to 10% of the time for customer visits and trade shows in both Canada and the US.
• Must be able to adequately manage credit cards/corporate cards
• Strong understanding of proprietary information and commitment to confidentiality

Position Overview:

• Report to Head of Global Operations
• Responsible for the management of Parts & Service team, including Service Coordinator, Sales Representative, and Technicians
• Efficient, consistent, and regular communication with customers via phone, email, etc
• Generate Service Reports and share with appropriate team or management members
• Purchase required components for customers
• Work with customers and appropriate internal teams to meet Service and customer needs
• Create and maintain a Service calendar accessible to stakeholders and/or management
• Prepare VTR system manuals
• Creation of Service costing spreadsheet
• Ensure proper documentation is provided for and completed after international Service trips
• Regular local, national, or international travel to customer sites
• Develop and uphold a touch-point schedule for the Service team
• Ensure Input timely and accurate Service data in the CRM
• Provide Service reports to stakeholders and management as required
• Develop and maintain a preventative maintenance schedule for all products
• Creation and updating of Service Department budgets
• Continuous improvements of the Service Department
• Create and maintain Key Performance Indicators of Service Department
• Liaise with the Global Sales & Marketing Manager (GSMM) regularly to synchronize customer engagement activities
• Work with the GSMM to develop and align strategies across Sales and Service departments to achieve a positive customer experience
• Support the Service team’s training and development where needed
• Communicate with HR and Finance regarding hours of work by Service Technicians while off-site
• Support HR with the recruitment of Service team members and Performance reviews
• Support the coaching, retraining, disciplinary actions, and/or termination of Service team members as required
• Adhere to Health & Safety guidelines, as well as VTR’s Mission, Vision, and Values
• Other duties as required

Job Type:Permanent, Full-time

• Minimum 40 hours per week
• DPSP Matching Program
• Annual Bonus
• Temperature controlled environment
• Birthday Paid Day Off
• Paid Shutdown between Christmas and New Years
• Lunchroom with provided food and drinks
• Biweekly Lunches
• Paid education and training
• Manufacturing environment; prolonged standing
• Own vehicle or reliable transportation required; not transit accessible

Work Conditions:

• On-site role at our Grimsby facility, with national and international air/car travel approximately 10-20% of the calendar year; Extended travel on weekdays and which may rarely bridge over a weekend or into the evening, for customer visits/outings and tradeshows globally.
• Temperature-controlled environment
• Manufacturing setting with exposure to loud work noises when on shop floor and prolonged or frequent standing
• Office environment with prolonged or frequent sitting at computer/desk
• CSA-approved safety Shoes Required
• Hearing protection and safety glasses provided when required

Schedule:

• Monday to Friday, minimum 40 hours per week
• Extended travel on weekdays, which may rarely bridge over a weekend or into the evening, for customer visits/outings and tradeshows globally. Common travel methods include air and car travel.

Salary: Starting at $120,000, depending on experience

Work Location:VTR Feeder Solutions, Grimsby ON; National and international travel to customer sites as required 10-20% of the calendar year

We thank all applicants for their interest; however, we will only contact those who best meet our needs and qualifications.

In accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, VTR Feeder Solutions is an equal opportunity employer who is committed to providing an inclusive and barrier-free recruitment and selection process. Applicants should advise Human Resources if they require any type of accommodation during the recruitment process, and may refer to our Accessibility Contact page accessible through our company website.