Technical Services Manager

As an experienced Technical Services Manager at INVIXIUM, you will play a crucial role in ensuring excellent customer service and promoting ultimate customer satisfaction. Your responsibilities will include keeping the department efficient and profitable, achieving excellence in providing technical services, loyalty, and retention, and meeting customer expectations. **Responsibilities:** - Improve customer service experience, create engaged customers, and facilitate organic growth. - Take ownership of customer issues and follow through to resolution. - Set a clear mission and deploy strategies focused on Customer Delight. - Develop and enforce clear service procedures, policies, and standards. - Keep accurate records and document customer service actions and discussions using tools like Service Cloud, ERP, and RMA process. - Analyze statistics and compile accurate reports using ERP, Power BI, and other reporting tools. - Recruit, mentor, and develop a Technical Services Engineering team to excel through encouragement and empowerment. - Stay ahead of industry developments and apply best practices for improvements. - Control resources and assets to achieve targets. - Adhere to and manage the approved budget, improve repair cost through lean methodologies. - Maintain an orderly workflow, exceed key results through rapid problem-solving, and provide feedback for product quality and new systems development. **Qualifications and Experience:** - Bachelors Degree in Electrical, Electronics, or Telecommunication. - Proven work experience as a Technical Services Manager in a similar industry. - Experience in providing technical services and aftermarket support. - Excellent knowledge of management methods and techniques. PMP, P Eng. are a plus. - Comfortable with access control and biometric products, software, databases, and tools. - Able to identify the latest technology trends and applications in the industry. - Strategic thinking and leadership skills. - Client-facing communication, multi-tasking, and troubleshooting skills. - Customer-focused mindset and pride in providing excellent service. In addition to the above, INVIXIUM is headquartered in Toronto, Canada, with a global presence. The company manufactures biometric security solutions using face recognition for access control, workforce, and visitor management. With a team of over 80 employees, INVIXIUM is committed to providing industry-leading biometric solutions in over 60 countries. As an employee, you can expect transparency, competitive salaries, health packages, and an office environment filled with creative, empowered, and energetic individuals. Join INVIXIUM now and be a part of our exciting journey as we scale to the next level as a company.,