Teledyne Technologies

  • Manager, Customer Service

    Locations CA-ON-Vaughan
    Requisition ID
    2018-7958
    Company
    Teledyne Optech Inc.
  • Company Overview

    Teledyne Optech is the world leader in the development and manufacture of advanced lidar and camera survey instruments for airborne, mobile and terrestrial mapping. With operations and staff worldwide, Teledyne Optech has led the advancement of the technology for 40 years, empowering surveyors, researchers, and government organizations with fast, accurate and cost-effective solutions.

    Position Summary and Responsibilities

    Drive operational excellence by strategically and proactively managing customer service, survey operations and data analysis teams in order to deliver superior customer service to Teledyne Optech’s client base.

     

    • Plan, organize, manage and evaluate the operations of the customer service department.
    • Oversight over customer service, survey operations and data analysis employees, contractors and co-ops by recruiting, selecting, orienting, training and developing growth opportunities
    • Lead by example; coach and mentor team members in skill development, exceeding customer service expectations and foster a healthy and positive company culture
    • Create an environment that takes care of the support team by providing them with the right skills and tools so that they can effectively satisfy internal and external customer needs and requirements.  This includes internally supporting all of the departments including: Sales, Business Development, Production, Research, and Development. 
    • Resolve conflicting priorities, resource conflicts and other operational hurdles. Champion problem solving, teamwork and open communication.
    • Provide direction and appropriate support structure using available resources in order to enable the team to deliver high performance.
    • Establish and promote effective, authentic and respectful relationships with external and internal customers
    • Enforce company health and safety standards adhering to legal obligations and maintain a safe work environment for staff
    • Assist in management and resolution of complex technical problems
    • Manage and coordinate escalation activities when needed.
    • Lead the development of specialized technical product training materials for internal staff and for delivery to customers.
    • Lead, coordinate and customize international product delivery and training to assure the success of our clients
    • Proactively monitor customer health and serve as an advocate to ensure that troubleshooting, service model and products are meeting their needs.  Provide feedback to product management and engineering on customer needs and trends.
    • Assist the team in continuously improving, and implementing appropriate standards and processes. Ensure compliance to standard operating procedures; prepare reports and briefs; maintain team KPIs and understand all aspects of the teams performance.
    • Collaborate across all departments and with other leaders to drive organizational excellence, quality, implement innovative ideas, optimize operations and drive continuous improvement by reviewing and improving processes.
    • Inspire the delivery of excellent results through the achievement of individual, team and organizational goals.

    Qualifications

    • Bachelor or Master’s degree in Business Administration, Engineering, or related field; or equivalent experience
    • Technical acumen; familiar with Teledyne Optech products and the industry
    • Experience with troubleshooting geospatial products
    • Leadership experience in the customer service industry
    • Excellent time management and decision making abilities
    • Excellent communication and interpersonal skills
    • Excellent troubleshooting, analytical, problem solving and organizational skills
    • Strong sense of urgency, ability to work under pressure, continuous improvement and initiative.
    • Valid Driver’s License and Passport
    • Prior experience with CRM preferred
    • Prior experience in a fast-paced technology environment preferred

     

     

    The basic duties and responsibilities describe the essential tasks and activities that are typical for an associate in this job. The above list is not intended as an exclusive list of work performed. Depending on the requirements of Teledyne Optech other duties and responsibilities may be assigned.

     

    Effort and Working Conditions

    • Ability to work under pressure and in a fast-paced stressful environment.
    • Available to work outside of regular hours when needed, including weekends and shift work; adaptable and flexible
    • Limited travel (up to 10% of the time)

    Teledyne Optech is an Equal Opportunity Employer, we value diversity and inclusion. Accommodations are available on request for candidates taking part in all aspects of the selection process.

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