Company Information:

Based in New Dundee, Ontario, Rynoworx.com is a small, fast growing, teamwork-oriented business that is looking for a passionate, high energy, self-motivated individual with a track record of success to act as our Customer Service/Technical Support Manager.

Rynoworx.com is an innovative Company who designs, manufacturers and distributes Asphalt Maintenance repair equipment. Our innovative designs are being used by contractors throughout Canada and the USA.

This is an exciting opportunity, as this role provides an open, supportive, entrepreneurial, stimulating and collaborative environment and a tremendous opportunity to learn and grow within a thriving organization.

Position Summary

Reporting to the Operations Manager, this position is responsible for the technical & customer support functions and management within Rynoworx.

As a manager & technical lead:

Create an inspiring team environment with an open communication culture/Set clear team goals

Act as technical prime and support for the team

Delegate tasks and set deadlines/Oversee day to day operation of the department

Monitor team performance and report on metrics/Motivate team members

Discover training needs and provide coaching/able to influence others

Listen to team members’ feedback and resolve any issues or conflicts

Recognize high performance and reward accomplishments

Encourage creativity and risk-taking/Set team guidelines, training, and ensure team members follow through/Suggest and organize team building activities

Must be mechanically minded and able to understand the operation and mechanical components of our equipment. Able to trouble shoot problems, problem solve and create user documentation.

Establish, recommend, create and implement policies to ensure quality, timely and efficient design of customer oriented services.

Working effectively within the team and with other teams implementing strategies to increase profitability, productivity and overall client/customer experience.

Respond promptly to and ensure team members respond promptly to technical and mechanical queries daily from customers and potential customers either via email/social networks or phone ensuring that queries/questions and support issues are resolved in a timely manner and that customers are kept in the loop on the follow up.

Record details of inquiries, comments and complaints and actions taken ensuring that all problems and issues regarding the quality of the products and recommendations are made to team members, and management

Assist customers in the assembly and use of all equipment ensuring that help pages, user manuals and videos online are used to provide assistance to customers. Common problems should be documented with quick go to solutions.

Attract potential customers by answering product or service questions/problems by clarifying the customer’s complaint, determining the cause of the problem; selecting and explaining the best solution to solve the problem, expediting correction or adjustment or replacement parts and following up to ensure resolution.

Ability to document technical support documents and user guide documents and training documents.

Prepare product and service reports by collecting and analyzing customer information and ensuring communication with all departments and ensuring the issues that are user related versus product related and ensuring the QC Prime and Engineering dept are aware.

Assist in the configuration of customer service ticket systems and proactively document and educate the team on this.

Responsible to evaluate and document all customer feedback to determine areas that need improvement ensuring that feedback given to management, the team, ordering, warehouse, customer service and quality control.

Work with management team to provide input to the yearly business plan including staff planning, production planning, project planning and determining staffing needs.

Recruit, hire, manage and develop production personnel while fostering a positive and innovative work environment. Conduct training of staff as required and perform spot quality checks to ensure training has been effective. Develop KPI’s, conduct performance reviews and provide ongoing constructive feedback to team

Preferred Qualifications

Mechanical Degree or Bachelors Degree plus 3-5 years Customer service manager experience.

Experience reading, analyzing and interpreting CAD and other engineering documents.

Experience responding to common inquiries or complaints from customers. Experience documenting results and charting results to present to management team.
Experience defining problems, collecting data, establishing facts and drawing valid conclusions. Experience handling unusual or difficult inquiries/situations through direct personal action or referring to the appropriate individual.

Excellent communication skills both written and technical and verbal

Professional demeanor and ability to work with a diverse group of people in a fast paced work environment

Project Management skills an asset

Experience with MS Word, MS Excel and MS PowerPoint at an intermediate level

May be required to move to work in other areas of the business during off season and therefore need to be able to stand for long periods of time and safely lift or move up to 50 pounds

Must know and train to proper phone and email etiquette with indepth knowledge of customer service principles and practices

Must have flexibility to work as needed during our busy season (April – October)

Must be a leader, reliable & mature, displaying a high degree of autonomy

Able to build trust, value others including our customers, communicate effectively, drive execution, foster innovation, focus on high service standards, sole problems and demonstrate high integrity

Treats people with respect, inspires the trust of others, keeps commitments, deals with others in a straightforward and honest manner; is accountable for actions, maintains confidentiality and upholds organizational values

Deals effectively with others in antagonistic situations, using appropriate interpersonal styles and methods to reduce tension or conflict

Maintains stable performance under pressure or opposition; handles stress in a manner that is acceptable to others and the organization

Job Types: Full-time, Permanent

Salary: $70,000.00-$90,000.00 per year

Benefits:

• Casual dress
• On-site parking
• Wellness program

Schedule:

• 8 hour shift
• Monday to Friday

COVID-19 considerations:
Safety during COVID-19 is our top priority.

Experience:

• Customer Service Manager: 3 years (Required)
• Customer Service/Technical support : 3 years (Required)

Licence:

• Drivers Licence (Required)

Work remotely:

• No