Director Aftermarket

Our growing manufacturing client is adding to the Leadership team.  Director of Aftermarket, Warranty and Customer Service with experience developing and growing the Service team in a durable goods design/manufacturing company.  

This role provides global leadership for all aftermarket and technical service activities for three significant product lines and is a key leadership role within the Canadian leadership team.  Responsibilities include: field technical support; technical training including content development and hands-on training; warranty analysis and management of any concessions with regard to product performance in the field; technical call centers management and other customer satisfaction programs; direct engagement with regional Care leadership teams on independent service networks performance/changes; identification and support for revenue generating service programs; direct engagement on with our Care team on spare parts distribution and sales to ensure our product lines are being supported; responsibility for all service publications, manuals, special product bulletins, etc.  

You will be responsible to develop and hire a high-performance service team supporting all products and regions.  This includes team member coaching/development and recruitment of talent to develop a world-class Service team. 

Responsibilities                                                                                                                                                                                                      

  • Drive daily execution for all product line service initiatives to meet our monthly, quarterly and yearly business metrics and objectives.  This will include direct involvement and leadership for critical business projects and resolution of key customer issues. (50%)
  • Develop and implement a product line service strategy (including organizational design) in alignment with our Product Line strategies  (10%)
  • Develop and hire high-performance service team including improvement of critical functional and leadership skills within our service team.   (15%)
  • Develop and execute global strategy to reduce warranty costs and improve customer satisfaction key performance indicators. (10%)
  • Identify, develop and improve core aftermarket services programs and processes in alignment with our Care teams. (10%)
  • Develop and manage cost center budgets. (5%)

Skills, Knowledge and Abilities

  • University Degree –  Engineering, Business.  MBA preferred
  • Experience managing Service Teams (4 Manager and team of 30) with quick attention to aftermarket and warranty claims.
  • Exceptional customer service and relationship skills
  • Knowledge of product design and manufacturing (warranty/aftermarket) of durable goods
  • Results driven and demonstrated ability to drive positive change within a team and organization
  • Proven ability to manage remote teams and/or individuals locally and US 
  • Ability to quickly learn products functionality and technical details
  • Strong business acumen 
  • Strong influencing skills and experience working in a matrix organizational structure.
  • Persuasive skill set required to manage third party and customer expectations.
  • Ability to work cross-functional and globally
  • Detail-orientated, strong analytical and problem-solving skills
  • Lean Six Sigma certification desired

 

 

Manager of Organizational Development – Health Care Sector

Our Public Sector Client in Brampton, ON is looking to hire a Organizational Development Manager for a 12+ months of contract role with high possibility of extension.

As a Organizational Development Manager, he/she is responsible to design, develop, procure and deliver organizational, leader and team strategies. While working with a diverse team, you will support the organization’s Strategic Goals and Priorities, Vision, Mission and Values

Job Description:

Responsibilities:

  • Lead the development and implementation of effective OD practices, programs and processes in transformational leadership, talent management, change management, employee engagement, team effectiveness, organizational design and performance management.
  • Lead and support performance excellence initiatives using system wide application of behavioral science theory, business best practices and improvement methodologies.
  • Support the organization’s performance management system and practices.
  • Lead the development and implementation of the leadership development program, change management strategies, orientation, and facilitative planning to build organizational capacity.
  • Lead talent management initiatives to provide expertise, consultation and implementation support to staff and leaders in organizational wide initiatives that are aligned with the organization’s goals and objectives.
  • Research and prepare proposals for external funding for organizational development initiatives.
  • Works with the VP, People & Director, HROD to develop the learning strategy for the organization.
  • Utilize change management best practices to support organizational change, partnering with leadership teams to support successful implementation of change initiatives.
  • Responsible for structured change management approach and methodology to deliver and manage the completion of several deliverables.
  • Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change
  • Conduct assessments as required to determine: the change impact and change readiness across impacted stakeholder groups; leadership support and readiness.
  • Develop a change management strategy based on a situational awareness of the details of the change and the groups being impacted by the change.
  • Work in collaboration with industry partners OD functions that support regional initiatives

 

Skills & Qualifications:

  • Completion of a master’s program in Adult Education, Organizational Development, Human Resources or Psychology. A Master’s degree and an undergraduate degree in behavioral science may also be considered.  A focus on change management preferred.
  • CHRM or CHRP designation an asset.
  • Certification in behavioral psychometric testing an asset
  • Five years progressive organizational development experience, including at least three years in an organizational Development management role.
  • Experience in healthcare preferred.
  • Experience providing services in change enablement areas including leadership development, stakeholder management, organizational design, training, workforce strategies, talent management and culture enhancement.
  • Experience/knowledge of Organizational Development tools, methodologies and facilitation techniques.
  • Knowledge of adult education theories, practices and trends.
  • Experience with change management initiatives.
  • Knowledge and understanding of the community health and long-term care within the context of the broader health care system.
  • Knowledge of quality management principles.
  • Knowledge management framework experience.
  • Strong leadership skill and demonstrated success in leading high performing team.
  • Demonstrated verbal and written communication skills
  • Strong interpersonal skills to effectively bring teams together and successful outcomes.
  • Decision-making and problem-solving skills to identify appropriate responses to issues or problems in the face of conflicting needs
  • Ability to implement change management strategies using consultation, facilitation, negotiation, coaching and mentoring skills.
  • Ability to meet competing, challenging and changing priorities in a short time period.
  • Demonstrated proficiency with Microsoft Office applications
  • Is a ‘competent person’ as defined by the Occupational Health & Safety Act, and responsible for duties as outlined in the Occupational Health & Safety Act in section 27(1).

 

ABOUT IAN MARTIN:

Looking for Meaningful Work? We can help.

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com. We encourage all qualified candidates to apply; however, only those selected for an interview will be contacted.”

 

 

ewemi

Senior Business Systems Analyst

Looking for Meaningful Work? We can help. 

If you're a technical professional, you know that it can be difficult to find fulfilling work that advances your career. At the Ian Martin Group, we exist to connect professionals like you with meaningful work at industry-leading companies in your field. And we walk the walk, too: as a Certified B Corporation, we believe in using business as a force for good for people, our communities, and the environment.

 

We have an immediate opening for an: Senior Business Systems Analyston a 06 months long assignment extension beyond, in Cambridge, Massachusetts , USA.

 

Job Description:

Help set implementation best practices in client use of Account Plan tool to address business challenges via a prescriptive approach to Customer Success and tool configuration best practices – Facilitate & validate success metrics – Work cross-functionally within the team to identify opportunities and risks, and present recommendations & solutions. – Facilitate conversations through a variety of tactics, to ensure team is on track to seeing maximal value from the product

 

What you'll do:

Assist with onboarding of new solution set  Business process & best practice documentation  -Consult on system design -Assist with User Acceptance Testing (UAT) -Evaluate external data systems and design requirements to understand level of effort for integrating to the tool -Recommend best practice use case of Account Management tool based on understanding of customer's business, use cases, success criteria for getting value, and data -Understand database management to deliver external customer data to the tool's warehouse for consumption by SFDC -Help configure features of the “account plan” application, including rules, reports, dashboards, Calls to Action (alerts), playbooks, health scores, surveys, automated emails, workflow, account hierarchies, and Relationships 

 

Required Skills:           

Experience managing cross functional teams within a customer organization to support a joint outcome  

Passion for customer success & excellence         

Strong proficiency in Salesforce is a MUST

 

Top Skills Needed for the role:

Skill 1 – Experience in implementation of Account Management/Planning Tools   

Skill 2 – 5+ years of recent technical experience is required, e.g., implementing Salesforce or other CRM, handling technical support cases, Technical Account Manager for a B2B company, etc.

Skill 3 – SFDC implementation, data model (standard and custom objects), REST API, Administrator, Managed Package

We value diversity and inclusion and encourage all qualified people to apply. If we can make this easier through accommodation in the recruitment process, please contact us at recruit@ianmartin.com . We encourage all qualified candidates to apply.

EWEMI