International Service Manager

We are hiring an International Service Manager to join our growing Parts & Service team! The International Service Manager is responsible for overseeing and coordinating service, maintenance, and/or repair calls or support across multiple regions and countries, supporting both VTR and Performance Feeders and their respective customers. While based in Grimsby, candidates must be available for local, national, and international travel to customer sites.

Candidates must have previous long-term experience in a similar customer-facing and team-management role. We are seeking an individual with a high degree of professionalism, strong written and verbal communication skills, and innovative thinking. This is a full-time, permanent role.

VTR Feeder Solutions is a leader in automated parts-feeding systems and Canada’s largest parts-feeding company. We manufacture feeder systems for a variety of industries – specializing in pharmaceutical and life sciences equipment. We have helped hundreds of organizations around the world successfully improve their business with our expert insight into the best feeding solutions.

• Rapidly Growing Leader in the Automation & Parts-Feeding Industry
• Strong Commitment to our Core Values
• Dedicated Sales & Marketing Support Team
• Dedicated to Continuous Technological Advancement
• Competitive Compensation Package
• Trusted by Customers Worldwide
• Employee Benefits Program including medical and dental coverage, & health spending account
• Safety Shoes, Safety Glasses Allowance, and Custom Hearing Protection
• Minimum 5 years of verifiable experience in a similar customer-facing, service coordinator, or account management role required
• Long term experience in a similar team-management role required
• Post-secondary education in Business, Engineering, Manufacturing, or related field
• Previous experience using CRM software to track customer details, correspondence, and project information
• Strong knowledge of Microsoft Office programs, including Excel, Outlook, Word, & Teams
• Knowledge of manufacturing, industrial automation, or machine design as an asset
• Exemplary customer service and demonstrated success in building and maintaining rapport with new and existing customers
• Experience proposing and/or presenting thoughts, findings, solutions
• Experience creating presentations, reports, and dashboards
• Strong attention to detail, communication, and time management skills
• Strong leader and team member, with the ability to learn from others and transfer knowledge clearly
• Demonstrates adaptability and the ability to adhere to tight deadlines
• Ability to remain organized in a fast-paced and ever-changing environment/industry
• Demonstrates innovative thinking and proactive/reactive problem-solving skills
• Demonstrated commitment to quality and safety
• Ability to disseminate information in various forms
• Must maintain a valid driver’s license and Canadian passport
• Ability to travel up to 10% of the time for customer visits and trade shows in both Canada and the US.
• Must be able to adequately manage credit cards/corporate cards
• Strong understanding of proprietary information and commitment to confidentiality

Position Overview:

• Report to Head of Global Operations
• Responsible for the management of Parts & Service team, including Service Coordinator, Sales Representative, and Technicians
• Efficient, consistent, and regular communication with customers via phone, email, etc
• Generate Service Reports and share with appropriate team or management members
• Purchase required components for customers
• Work with customers and appropriate internal teams to meet Service and customer needs
• Create and maintain a Service calendar accessible to stakeholders and/or management
• Prepare VTR system manuals
• Creation of Service costing spreadsheet
• Ensure proper…