Hayward Pool Products Canada Inc. is a leading manufacturer of swimming pool equipment. For over 90 years, we've been helping pool owners enjoy the pleasures of pool ownership by manufacturing cutting edge, technologically advanced pool equipment worldwide.
This role manages a team of Technical Service Representatives (both in-house and in-field) to provide both technical information and warranty claim support to consumers and dealers. It is also a liaison between external sales representatives, internal staff, and business partners. The candidate must be able to provide leadership, a strategic framework and delivery models for the implementation of an improved and standardized warranty and technical service experience. The goal is to drive outstanding Customer Care experiences and increase loyalty by designing and implementing processes, technology and training which support this.
Responsibilities Implement and maintain warranty protocols which are consistent with US programs and Canadian market requirementsContinuously grow and manage the network of Hayward Authorized Service Centres (HASC), to drive service quality and responsivenessProvide high level of technical assistance and responsiveness to consumers via the call centre and website contactsManage a team of Technical Service Representatives in Oakville, and regionallyFacilitate training, professional development and motivation of staffFacilitate training for Hayward Authorized Service Centres (HASC) nationallyImplement and manage systems and processes which drive efficiency for Hayward and our business partnersManage all call centre and administrative processes required to support our HASC and consumersMaintain reporting requirements and conduct regular reviews to manage the businessDevelop and maintain strong working relationships with key direct customers in concert with the Sales and Customer Service teamsExecute the overall goals of the division, as directed by senior managementWork closely with Operations, Shipping, Sales and Customer ServiceManage all English/French communication requirements of our customers, including written escalations Qualifications Minimum 5 years of experience or equivalent combination of education and experienceCollege or Bachelor’s degree in business, marketing or related area preferred;Must be able to set priorities, utilize good judgment in problem solving, pay attention to detail and take the initiative by recognizing areas where issues may arise.Proficiency in using MS office products.Excellent verbal and written communication skillsA strong business sense and ability to deal with problems involving many variablesManages difficult or emotional customer situations; Options Apply for this job onlineApplyEmail this job to a friendRefer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Connect With Us! Not ready to apply? Connect with us for general consideration. Application FAQsSoftware Powered by iCIMS
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