Technical Service Manager

Zelus Material Handling Inc.; Lancaster (Lancaster County); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

Competitive Wages

Comprehensive Benefits Package (Health

Health Spending Account

RRSP Matching Program

Profit Sharing

Employee Assistance Program

Family, Friendly Environment

Job summary

Zelus Material Handling Inc. seeks a Technical Service Manager to lead and mentor crane service technicians onsite, ensuring timely, professional service and strong customer relations.

You will coach technicians, coordinate tasks, manage safety, and support sales through accurate quotations and efficient field operations. Willingness to travel to customer sites is expected; a valid license and hands-on crane expertise are required.

Qualifications

• Minimum 3 years' experience in a similar role.
• Previous OH Crane experience is required.
• Technical expertise in crane systems and equipment.
• Excellent problem-solving abilities and strong leadership skills.
• Ability to work under pressure and manage a team.

Responsibilities

• Act as a coach and mentor for technicians by providing onsite, hands-on training.
• Perform onsite crane service tasks and participate in on-call rotations for emergencies.
• Assign technicians to jobs based on skills and monitor profitability with the Service Manager.
• Provide customer relations support and assist estimators with quotations and inspections.
• Conduct site visits for quotes and prepare scopes of work for mod/upgrade projects.

Skills

Leadership

Problem-solving

Communication

Travel readiness

Emergency responsiveness

MS Office

Tools

MS Office

Job description

Our purpose is simple: To enrich the lives of our partners. Zelus is committed to providing our customers with the highest quality products and services available today, and we believe that commitment begins with hiring the best people.
As a member of the service team and as a new member of our Zelus family; you will join a diverse, dynamic group of highly motivated individuals that bring with them a wide array of talents, skills, and backgrounds.

The Technical Service Manager will ensure our team of Crane Service Technicians has the information and tools required to exceed our customers' expectations by providing timely, reliable, and professional service.

What You Will Do

• Act as a coach and mentor for technicians by providing onsite, hands-on training
• Offer technical guidance and assistance to crane technicians during troubleshooting and resolution of complex issues

Onsite Service And Support

• Perform onsite crane service tasks, including participation in on-call rotations for emergency situations
• Assist the Service Manager in assigning technicians to appropriate jobs based on their skills
• Ensure that jobs are performed within estimated parameters; coordinate with the Service Manager/Estimator to adjust as needed to preserve Gross Margin

Team Development And Management

• Participate in 1:1 meetings with the Service Manager, fostering a motivational environment and supporting disciplinary actions when necessary

Customer Relations And Sales Support

• Maintain customer relationships and address any concerns while supporting the development of Overhead Crane Service sales
• Assist estimators in preparing and submitting quotations and addressing inspection deficiencies as required

Project Management Support (Mod And Upgrade)

• Conduct onsite visits to gather information necessary for preparing quotations aligned with company requirements (Gross margin, Terms and Conditions)
• Follow up with customers to secure Purchase Orders (POs), prepare work orders (WOs), and advise technicians on the type and location of work to be performed
• Prepare a scope of work for both the Service Technician and the customer for Mod and upgrade projects

Continuous Improvement And Safety

• Stay updated on industry trends, best practices, and technological advancements related to crane maintenance and repair
• Support the development and implementation of standardized procedures for efficient and effective service delivery
• Ensure compliance with all Occupational Health and Safety Act (OHSA) regulations and company safety policies and procedures
• Maintain a clean and organized work environment, free of potential hazards
• Practice proper ergonomics to prevent strain injuries
• Adhere to office safety procedures, including emergency evacuation routes, fire drills, and building safety protocols
• Report all incidents, accidents, and near misses immediately
• Actively look for and report potential hazards in the workplace
• Participates in training programs as and when required
• Promote safe working practices including safe equipment operation, hazard reporting, and awareness of rights
• Maintain a clean and organized work environment, free of potential hazards
• Practice proper ergonomics to prevent strain injuries
• Adhere to office safety procedures, including emergency evacuation routes, fire drills, and building safety protocols

Additional Responsibilities

• Provide necessary support to the Service Manager in their absence or in conjunction with them or their substitute
• Perform other duties as assigned

What You Need

• Minimum 3 Years' experience in a similar role
• Previous O/H Crane experience
• Technical Expertise
• Excellent problem-solving abilities and technical proficiency in crane systems and equipment
• The ability to work under pressure and handle stress
• Intermediate computer skills; MS Office
• Strong leadership skills with the ability to effectively manage and motivate a team
• Proficient communication and interpersonal skills, with the ability to interact confidently with customers and internal stakeholders
• Willingness to travel to customer sites for service visits and inspections, as needed
• Availability to respond to emergency service calls outside of regular business hours
• Valid driver's license and clean driving record

What We Offer

• Competitive Wages
• Comprehensive Benefits Package (Health, Dental, Vision, Out of Country and more)
• Health Spending Account
• RRSP Matching Program
• Profit Sharing
• Employee Assistance Program
• Family, Friendly Environment

We provide accommodations to job applicants with disabilities throughout the hiring process. If a job applicant requires accommodation during the application process or through the selection process, the hiring manager and the Human Resources specialist will work with the applicant to meet the job applicant’s accommodation needs.