MAN Diesel & Turbo Canada - Technical Support Mgr

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KSP
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MAN Diesel & Turbo Canada - Technical Support Mgr

Postby KSP » Tue Nov 15, 2011 12:48 pm

Would you like to work for one of the world’s leading international suppliers of large Diesel engines for marine propulsion systems and stationary power supply? If you're hard working, experienced, and value quality and integrity, MAN Diesel & Turbo Canada Ltd. is the place for you.

In business for over 50 years, the Canadian operation provides in-house turn-key solutions for Marine and Power Station projects in North America, Caribbean and Central America world. This group specializes in design, application engineering, project management, procurement, installation/commissioning, and after-sales support.

• Engineering
• Project Management
• Construction & Commissioning
• Life Cycle Management
• After Market Support

We currently have an opening for a Technical Support Manager (Marine/Power Plants) reporting to the Managing Director, located at our Canadian Head Office in Oakville, Ontario. The incumbent is responsible for managing all technical service initiatives within their geographical area and for providing technical support, parts and service to PrimeServ customers in both the Marine and Diesel Power Plant business units. The position responsibilities include, but are not limited to the following:

POSITION RESPONSIBILITIES

• Communicate directly with customers, assisting them with the diagnoses, trouble shooting and servicing of all MAN Diesel & Turbo engines
• Provide technical advice and support
• Manage onsite technical support staff and repairs
• Investigate and provide solutions to customer problems (these may be more complex or long-standing problems that have been passed over)
• Manage customer complaints & concerns
• Ensure accurate records of discussions & correspondence with customers
• Meet with customers to provide one-to-one technical support, as required
• Develop feedback processes/procedure for customer use
• Develop customer service policies and standards
• Lead team including Inside Sales, Parts, Spares and Customer Service personnel
• Develop feedback processes/procedures for customer use
• Ensure customer service policies and standards are developed and maintained
• Ensure customer technical issues received via phone, email or the web are responded to in a timely and effective manner
• Supervise and train customer operation and maintenance personnel and work teams
• Ensure accurate and appropriate documentation of issues encountered in the field
• Communicate with factories and customers on ordered parts and technical reporting
• Extensive travel to customer/job sites to conduct repairs, overhauls and equipment set up, as required
• Nurture long-term customer service and supply relationships

SKILLS AND EXPERIENCE REQUIRED:

• Must possess post secondary education (Technical certification, college or university degree)
• 10+ years experience in the Marine industry is required
• Experience with both 2 stroke and 4 stroke engines is required
• Ability to effectively interface with all levels of internal and external customers
• Customer-focused mindset with proven ability to quickly and effectively respond to customer needs
• Proven ability to multi-task and take initiative for delivery of multiple technical programs
• Must be familiar with engineering drawings and schematics
• Experience with mechanical electrical interfaces
• After sales support experience required
• Turnkey projects, field work, warranty repairs & technical issues, centrifuges and HFO
• Experience working in a matrix, global organization
• Proficient in computer use, e.g. MS Office Suite
• Excellent verbal and written communication skills
• Able to travel internationally (10-40% of the time)
• Bilingual (French), is an asset

If you and are interested in this progressive opportunity, please send your resume and cover letter to humanresources-CA@mandieselturbo.com. We thank all interested candidates however, due to the volume of responses only those who qualify will be contacted. No employment agencies please.

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