Senior Technical Advisor & Trainer

Food Service Solutions Canada; Milton; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading food service company in Halton Region is seeking a Senior Technical Service Advisor & Trainer to provide technical support to service partners and lead training initiatives. The ideal candidate will possess excellent communication and organizational skills, thrive in a fast-paced environment, and ensure customer satisfaction through effective service delivery. This role includes travel to customers and supports the warranty operations of the company.

Qualifications

• Proven ability to handle multiple requests and meet deadlines.
• Demonstrates exquisite people skills.
• Ability to recognize and react to changing work demands.

Responsibilities

• Provide technical support to service partners and address equipment-related questions.
• Oversee relationships with external service partners.
• Plan and conduct technical training sessions.
• Conduct on-site tandem visits for performance enhancement.
• Supervise warranty operations and process improvements.
• Administer customer satisfaction surveys and implement improvements.
• Provide after-hours technical support as required.

Skills

Superior verbal and written communication skills

Strong planning and organizational skills

Customer-oriented approach

Ability to thrive in a fast-paced environment

Job description

Position Summary

At FSS, we prioritize exceeding customer expectations in every interaction. As the Senior Technical Service Advisor & Trainer, your role significantly impacts our business operations and overall customer satisfaction. By providing support to Food Service Solutions Inc. (Canada and USA), you’ll play an integral part in our financial growth and sustainability.

You will be the go-to expert for technical inquiries and escalations, as well as lead all technical training initiatives.

Your Area of Responsibility

• Provide technical support to our service partner network, addressing equipment- related questions and issues.
• Oversee relationships with external service partners, ensuring effective collaboration and high-quality service delivery.
• Plan and conduct technical training sessions for service partners, enhancing their skills and knowledge.
• Conduct on-site tandem visits with service partners to enhance their performance and troubleshoot challenges.
• Create comprehensive troubleshooting guides for all distributed brands.
• Provide ongoing training and to enhance team skills and knowledge.
• Maintain solid customer relationships by providing quick, courteous, and concise information delivered with a high degree of professionalism.
• Supervise the warranty operations, ensuring timely processing of warranty claims, compliance with ASA agreements, and continuous process improvements.
• Lead efforts to optimize quarantine inventory.
• This position does require travel to customers and/or suppliers.
• General administration in CRM and ERP applications.
• Administer customer satisfaction surveys related to service performance, analyze feedback, and implement improvements.
• Contributing to long-term improvement of Parts & Service department.
• Any other such duties as may be determined by your reporting Manager.
• After-hours technical support, when required.

Leadership & Strategic Responsibilities

• Provide guidance and direction to team members involved in warranty
• Foster a culture of accountability, continuous learning, and performance excellence across the service support function.
• Collaborate with cross-functional teams to align warranty practices with broader business goals and service standards.

Position Requirements

• Has superior verbal and written communication skills
• Strong planning and organizational skills, able to meet deadlines and handle multiple requests
• Is committed to professional and client service excellence
• Demonstrates exquisite people skills with a friendly customer-oriented approach
• Ability to recognize and react to changing work demands
• Proven ability to thrive in a fast-paced environment