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Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : director (waterloo, on)

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Head of Service

Deep Trekker Inc.
Kitchener, ON

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Détails du poste

Permanent | Temps plein
Il y a 3 jours

Avantages

Tenue Décontractée
Cotisation égale au RÉER
Assurance Dentaire
Régime de retraite
Stationnement sur place

Compétences

Vente
Systèmes PGI
Soutien technique
Baccalauréat
Amélioration continue
Gestion d'équipe
Production
Analyse des causes profondes
HubSpot
Robotique
Leadership
Compétences en communication

Description complète du poste

About the Role

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, WhatsApp, 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 service observations are accurate, timely, and actionable
Work with Quality to support corrective actions and verify that repeated service issues are being addressed structurally, not just resolved one ticket at a time

Regional Scaling

Ensure strong alignment and consistency of service standards and practices across Canada and the US
Support future expansion of best practices into Europe or other regions as needed, working with local leaders where appropriate
Standardize core service processes, escalation methods, KPI expectations, and customer experience standards across regions
Help the business scale service capability in line with company growth and increasing technical complexity

Required Experience

Bachelor's degree required; equivalent relevant field experience will also be considered
5+ years of experience in technical service, field service, repair operations, technical support, customer support, or post-sale operations within a technical product environment
2+ years of experience in people leadership, managing teams in service, support, repair, or technical operations
Experience significantly improving, scaling, or transforming a service function through stronger systems, process discipline, KPI management, and team development
Experience working in environments with complex electromechanical or technical products, multiple SKUs, and close cross-functional coordination between service, engineering, operations, and quality
Experience using service data, field feedback, and failure trends to drive continuous improvement

Preferred Skills

Experience in a quality-driven or ISO-supported environment
Experience supporting root cause analysis, corrective actions, failure analysis, or reliability improvement processes
Experience in robotics, industrial equipment, marine systems, electronics, manufacturing, or another highly technical support environment
Experience supporting international service operations or ensuring consistency across multiple regions
Experience with HubSpot or comparable CRM/service ticketing platforms
Experience implementing or transitioning to a new ERP system is an asset; Deep Trekker is evaluating new ERP options (potentially Odoo) as part of its next phase of growth
Experience implementing or upgrading ticketing systems, dashboards, service management practices, and visual management tools

Skills & Attributes

Strong people leadership and coaching ability
High standards for customer experience and service quality
Practical, hands-on operating style with strong process discipline
Technically credible enough to understand service issues, failure trends, and technical tradeoffs, even if not the deepest expert in the room
Able to earn credibility with service technicians, customer-facing teams, and cross-functional technical stakeholders
Strong communicator with the ability to set expectations, drive accountability, and work effectively through ambiguity
Comfortable balancing day-to-day service execution with longer-term capability building

How to Apply

Interested candidates should submit a resume and cover letter outlining relevant experience. Deep Trekker is an equal opportunity employer and welcomes applications from all qualified candidates; accommodations are available upon request throughout the recruitment process.

Pay: $110,000.00-$130,000.00 per year

Benefits:

Casual dress
Company pension
Dental care
On-site parking
RRSP match

Work Location: In person

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Je souhaite recevoir la dernière alerte emploi pour les postes de ce type : director (waterloo, on)

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