Job Description & How to Apply Below
Want to help drive international expansion and customer satisfaction for a global leader in underwater robotics? Deep Trekker is looking for a Head of Service to help us scale as we enter the next phase of our company's growth. Deep Trekker manufactures portable underwater ROVs and pipe crawlers, helping customers make complex missions easier. We are known for exceptional customer support and want to continue to offer customers a 5-star experience as we grow.
The Head of Service is responsible for Deep Trekker's global post-sale customer experience, ensuring customers receive fast and helpful service. This role oversees customer support, technical diagnosis, repair operations, training, demonstration and loaner robots, warranty policy, and technical resources, and brings leadership capability and operational discipline to support the company's continued growth.
The Head of Service reports to the VP, Commercial, and will work closely with Quality, Engineering, Production, Sales, and Training to ensure field issues are translated into meaningful learning and corrective action. The ideal candidate brings experience leading and transforming a technical service function in an environment involving complex products, many SKUs, international support considerations, and strong operational discipline.
Logistics
Location:
Fully on-site at our Kitchener, ON headquarters
Travel:
Occasional travel required to support US service operations and, over time, European expansion
Key Responsibilities
Customer Experience & Service Culture
Lead the post-sales customer experience, owning technical support from delivery of the robot through training, diagnosis, repair, and follow-up
Build a service culture aligned with Deep Trekker's goal of delivering 5-star customer support
Ensure customers receive friendly, helpful, and fast support via email, phone, Whats App, and more
Improve consistency and quality of communication throughout the ticket lifecycle
Build a service culture defined by urgency, ownership, customer empathy, technical curiosity, and continuous improvement
Team Leadership
Provide leadership for the Customer Service Team, US Service Center, Service Technicians, Fleet Coordination, and Technical Resources
Identify capability gaps and build plans for hiring, training, succession, and role development within the department
Ensure strong role clarity, accountability, performance expectations, and cross-functional alignment within the Service organization
Repair Operations & Ticket Management
Implement visual management tools, service dashboards, and operating rhythms to improve day-to-day control of service performance
Ensure physical repair operations are efficient, organized, and scalable
Keep repair queues healthy and actively managed, with clear escalation of bottlenecks
Improve repair consistency and quality while minimizing boomerang tickets
Implement best practices for ticket management, queue visibility, triage, backlog management, escalation, and closure discipline
Improve first response time, diagnosis speed, ticket aging, and repair throughput
Warranty & Policy
Ensure warranty, out-of-box, good-faith, and other service cases are handled consistently and in line with company policy
Create appropriate controls and escalation points for exceptions and approvals
Monitor warranty trends and identify recurring patterns that require action across Quality, Engineering, or Operations
Technical Resources & Continuous Improvement
Ensure the support organization is well prepared to handle common post-training questions and customer issues efficiently
Work with the Technical Resources function to improve service readiness, documentation, troubleshooting support, and technical knowledge sharing
Support ISO-related processes and continuous improvement activities by ensuring service workflows, documentation, records, and escalation paths are well defined and consistently followed
Improve field feedback loops so recurring issues observed in service are captured clearly, categorized consistently, and used to improve reliability and customer experience
Contribute to root cause investigation and failure analysis by ensuring…
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