Team Lead Technical Support

Vidir Solutions Inc.; Arborg; On-site; CAD 70,000 - 110,000; Full time

Benefits offered by this job

Benefits package

Incentives

Team events

Job summary

Vidir Solutions Inc. invites applications for a Team Lead, Technical Support at our Arborg, Manitoba facility.

You will oversee the Technical Support Service Team within Customer Care, managing relationships with technicians and customers, and shaping service processes. The role requires prior leadership of a technical support or service team, strong problem-solving skills, and experience with HMI systems and ERP/CRM software.

Qualifications

• Experience leading, coaching, and developing a technical support/service team.
• Strong leadership skills: setting priorities, monitoring performance, giving feedback, building a collaborative team.
• Mechanical troubleshooting aptitude and analytical problem-solving for equipment and systems.
• Experience diagnosing HMI systems and interfaces; familiarity with automated material-handling equipment preferred.
• Experience with ERP/CRM/service-management software and quick learner of new systems.
• Excellent written and verbal communication with customers and internal teams.

Responsibilities

• Provide technical support to customers; ensure optimal service and effective issue resolution.
• Establish and monitor KPIs to measure team performance and drive improvements.
• Lead HR functions for the technical support team, including training and development plans.
• Coach and mentor team members to maintain high performance.
• Conduct regular reviews to identify areas for improvement and implement solutions.
• Develop new processes aligned with company goals and strategic plans.
• Collaborate with other departments to address customer needs and drive cross-functional improvements.
• Represent Vidir's core values in all workplace interactions.

Skills

Leadership

Coaching

Mechanical aptitude

HMI systems

Analytical problem-solving

Communication

Tools

ERP

CRM

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.