Team Leader, Aftermarket at Velan Inc. – Montréal, Quebec
Explore Related Opportunities
About This Position
Velan is a global leader in the design and manufacture of industrial valves. Founded in Montreal, the company is recognized for the quality of its products, its technical expertise, and its human and collaborative corporate culture.
We are currently looking for an Aftermarket Team Leader who will report to the Director of Aftermarket, and will play a key role in assisting all customer service inquiries and service tickets. The incubator will work closely with department managers, technical specialists, and the aftermarket sales team to resolve customer issues.
Velan has global subsidiaries in several countries. It is common to collaborate with other colleagues from these subsidiaries and share resources.
What we offer
In addition to a job that matches your ambitions, including varied and learning-rich mandates, joining Velan means being part of a passionate team, and benefiting from exceptional working conditions:
- Competitive salary and bonus
- Generous insurance program
- 24/7 telemedicine service
- 5% employer contribution to a pension plan
- Competitive vacation policy
- Paid holiday leave
- Reimbursement of professional order membership fees
- Tuition reimbursement contribution
- Reimbursement of annual gym fees and other wellness initiatives
- Free on-site parking
- Corporate events (health, family, sports, etc.)
- Fast career path and professional development opportunities
- Manage service tickets and distribute them to customer service specialists for resolution.
- Develop partnerships with cross-functional departments to solve complex customer problems.
- Escalate important questions to senior management.
- Manage departmental schedules.
- Coordinate with the service manager to ensure fast and accurate resolution of service tickets.
- Coordinate with service partner associates.
- Develop monthly and quarterly incident reports focusing on related trends to ensure high-quality product operations.
- Assist in the creation of departmental procedures to ensure traceability and accessibility of historical information.
- Assist in the implementation of new software to replace the existing service system.
- Assist in the implementation of project management practices for major technical customer service issues.
- End-user-focused asset management for critical equipment.
- Develop a growth strategy to generate significantly increased revenue through field service by leveraging third-party authorized service workshops, e.g. PS, F91.
- Implement service revenue growth by targeting the installed base and proactively selling on-site services in the field.
Requirements
- Minimum of 3-5 years of direct experience related to customer service, especially technical support and/or field services.
- Ability to remain calm and collected when it comes to urgent customer issues.
- Proven experience in motivating and managing a team to resolve technical customer service issues.
- Demonstrates a good foundation in leadership, organization, planning, communication and time management.
- Excellent communication skills in English, both oral and written. Functional French is also required. (Knowledge of the third language is an asset).
- Understanding valve industry standards is a great asset, e.g. ASME B16.34, API 602, NACE; including:
- Solid knowledge of valve design,
- Understand and interpret technical specifications and resolve issues in a timely manner,
- Engineering plans, composition lists, material specifications,
- Understanding of welding processes, valve testing,
- Knowledge of machining, i.e. lathe, milling,
If you recognize yourself in this profile and want to take up this challenge, we will be delighted to learn more about you!