Manager, Customer Service

We are a fast-growing international high-tech company offering high-performance non-destructive testing solutions for the inspection of critical components. On a day-to-day basis, we develop, produce and market non-destructive testing devices: sensors, probes, robotic solutions, etc., as well as the necessary operating software. Our instruments have applications in a variety of industries, including oil & gas, aerospace and nuclear.
Are you up for a challenge in the world of high-tech? We'd love to have you on board! Eddyfi Technologies is looking for Manager, Customer Service to join our team.
Your daily life:
As a key member of the team, you are responsible for the development, growth and operational management of after-sales within the Houston Service Center. This role is part of an important strategic business initiative, focusing on maximizing our customers’ experience throughout the sales cycle. Ability to manage relationships within all Centers of Excellence (product lines), Marketing, Sales teams & especially customers is a requirement, with the ability to lead and develop technically minded personnel. Continuous improvement to fully maximize the customer offering within the region will be the primary focus. The position is based in Houston and requires occasional travel.
In this role, you will:

• Meet business goals and assist with the after sales function as agreed by Director – Customer Service through operating best managerial practices;
• Help implement, strategically develop and operationally manage the after sales teams and processes (case management and ‘service & repair’ RMA);
• Analyze and understand service and item inventory requirements at the Houston service center, maximizing efficiency within budgetary restraints;
• Responsible for the local warehouse management in close collaboration with Director – Customer Service;
• Manage high priority and emergency customer ‘service & repair’ cases for the Houston service center, using commercial guidelines and managerial authority to assist customers;
• Give clear visibility of the planning to Customer Service Planner;
• Work in collaboration with the global after-sales team to ensure standardization of support and services across all locations;
• Maintain a strong relationship with the regional Customer Service Coordinator (CSC) position to maximize administrative efficiency and customer satisfaction;
• Develop, maintain, and implement a service center specific plan for the accomplishment of objectives using Eddyfi Technologies defined processes;
• Manage shipping and receiving of deliveries and support general office management;
• Analyze service center data and provide operational reports to management outlining both current and proposed activities, customer requirements, service & support progress and revenue forecasts;
• Provide market intelligence & strategic input as part of the management team to tailor after-sales services to regional markets;
• Track and reinforce measures after-sales team effectiveness (i.e., technical sales revenue, tactical implementation, use of digital tools, service & support duration) to meet corporate objectives;
• Ensure real-time CRM usage by personnel with a focus on data integrity.

• +5 years of proven success in a technical sale and/or after-sales management role (ideally for NDT solutions or B2B solutions);
• Thorough commercial, technical and analytical skills to help identify customer requirements and continuously improve offerings for a given territory;
• Proven experience employing and developing technical teams across sales regions with low staff turnover and significant positive revenue and customer experience impact.

• Five paid holidays (in addition to statutory holidays) when the business closes for the holidays;
• Flexible Benefits Plan (Life Insurance, Disability Insurance, Prescription Drugs, Health Care, Dental Care, RRSP matching.