Team Lead Technical Support

Vidir Solutions, Inc.; Arborg; Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Incentives

Team events

Job summary

Vidir Solutions Inc. in Arborg, Manitoba is seeking a Team Lead, Technical Support to oversee the Technical Support Service Team within the Customer Care Department, ensuring exceptional service for new and existing customers.

You will manage relationships with internal and external technicians, develop and follow service processes, monitor KPIs, coach the team, and collaborate with other departments to drive continuous improvements.

Qualifications

• Experience leading, coaching, and developing a technical support or customer care team.
• Demonstrated leadership: setting priorities, monitoring performance, giving feedback.
• Strong mechanical aptitude and analytical problem-solving skills.
• Experience troubleshooting HMI systems and related interfaces; ERP/CRM familiarity.
• Excellent verbal and written communication with customers and internal teams.

Responsibilities

• Oversee the Technical Support Service Team within Customer Care, ensuring exceptional service.
• Manage relationships with internal and external service technicians and customers.
• Develop and follow service processes and procedures.
• Establish and monitor KPIs to drive performance improvements.
• Lead coaching, mentoring, and training for the team.
• Collaborate with other departments to drive company-wide improvements.

Skills

Leadership

Coaching

KPI management

Analytical skills

Customer service

Communication

Team mentoring

Mechanical aptitude

HMI troubleshooting

Tools

ERP systems

CRM software

Service management software

Job description

Vidir Solutions Inc., Elevating Careers and Community

“We rise by lifting others” – Robert Ingersoll

What makes a Vidir Hero? Someone who serves others, acts with integrity, keeps others safe, and uses their powers to elevate others. Our team at Vidir is made up of individuals who help others do what they do best. Whether that’s creating a perfect precision weld or designing the next dynamic solution in automated material handling, our team members know that what they are doing every day is helping someone else be successful as well. With world class automation products in every industry and in over 45 countries across the globe, Vidir offers you a chance to be innovative and to set and achieve high standards. As one of Manitoba’s Top Employers a career at Vidir will help you find meaning in Mondays!

Working at Vidir is about more than just being an employee; we work hard and hold ourselves to high standards. We encourage continuous growth, diversity, and lifting others up. We live by the Code of Vidir HEROICS, our shared set of values and the way they shape our decisions and actions to turn every day into an epic opportunity to elevate to the next level. At Vidir, you’re part of the family and this is our family culture.

Our mission is to “Make the world’s products safely accessible”. We are looking for ambitious, curious, creative individuals, who are continuously growing to join our team of Vidir Hero’s.

THE OPPORTUNITY

Become a Vidir Hero at our Arborg, MANITOBA facility. Level up your career as a:

Team Lead, Technical Support

The Technical Support Team Lead will oversee the Technical Support Service Team in the Customer Care Department, ensuring exceptional service is provided to both new and existing customers. This role involves managing relationships with internal and external service technicians and customers, as well as developing and following service processes and procedures.

Responsibilities

• Provide all necessary technical support to Vidir customers and ensure their experience is optimal and that all service requirements are filled by investigating their concerns, diagnosing any issues, proposing effective solutions, suggesting better methods and techniques, and suggesting improvements to the system.
• Establish and monitor KPIs to measure team performance and drive process improvements by continuously improving existing processes and procedures.
• Manage Human Resource functions for the technical support service team implementing, monitoring, and reviewing training and development plans.
• Provide guidance and support to the team through coaching and mentoring.
• Conduct regular review meetings to assess team performance and identify areas for improvement.
• Develop new processes and procedures in accordance with Vidir’s strategic planning goals.
• Collaborate with other Vidir departments to establish company-wide areas of improvement and customer needs.
• Represent the Core Values of Vidir Solutions Inc. in all workplace interactions

Qualifications

A combination of relevant education and experience will be considered.

• Previous experience leading, coaching, and developing a technical support, service, or customer care team.
• Demonstrated leadership skills, including the ability to set priorities, monitor performance, provide constructive feedback, and build a collaborative, accountable team.
• Strong mechanical aptitude and analytical problem-solving skills, with the ability to diagnose complex equipment and system issues.
• Experience troubleshooting HMI systems and electrical and mechanical machine interfaces; experience with automated material‑handling equipment or similar products is preferred.
• Experience using ERP, customer relationship management, service‑management, or similar business software, with the ability to learn new systems quickly.
• Excellent verbal and written communication skills, a strong customer‑service orientation, and the ability to communicate technical information clearly to customers, technicians, and internal teams.

Vidir Solutions Inc. is committed to meeting the accessibility needs of all individuals in accordance with The Accessibility for Manitobans Act and the Manitoba Human Rights Code. Should you require accommodations during the recruitment and selection process, please let us know.

Love Where you work – Live where you love:

You’re elevating others every day – we want you to reach the next level too! That’s why Vidir offers a competitive salary and benefits package; as well as incentives, perks and parties that promotes a culture of recognition and a rewarding work environment. We are also located in some unique locations that allow for the ultimate opportunity to enjoy that elusive work life balance. Ask us about our locations to find out more! It’s time to rise together and come manufacturer a brighter future with us!

Explore our company and products at www.vidirsolutions.com.

We thank all candidates for their interest, however, only those selected for an interview will be contacted.