Technical Customer Support Manager - Jobs in Vancouver, BC

Job Description

About Delta-Q Technologies:Delta-Q Technologies (www.delta-q.com) develops and supplies battery chargers to original equipment manufacturers (OEMs) of electric vehicles and industrial equipment. Delta-Q’s unique blend of engineering capability in high efficiency power electronics and embedded software design delivers innovative battery charging solutions to meet the evolving needs of its customers. With over four million vehicles and industrial machines already using its products, Delta-Q’s innovation is enabling the widespread adoption of environmentally-friendly electric drive systems. Delta-Q was founded in 1999 and is a privately held company located in Vancouver, Canada.What We Value:

• Perseverance: We don’t give up when it’s hard.
• Innovation: We improve our products and processes when it’s a competitive advantage.
• Collaboration: We are one team. Respectful, open and honest.
• Driving Results: We are here to win. We work hard to deliver on our commitments.

Doing the Right Thing is the central philosophy at Delta-Q. Four simple words that sum up our values, and so much more about our company. It means doing the right thing for our employees, communities, and customers.We’re passionate about creating a sustainable business and contributing to a greener future for the world. We have a Vision to Charge The Future and we mean it.At the end of the day, it’s what keeps us going.Position Summary:As the Customer Support Manager at Delta-Q, you will play the key role in providing post-sale technical support services to Sales, Business Development, Application Engineering, Marketing, and Product Management. These services include customer production changes, support ticketing, field rework, warranty/RMA administration, duplicating customer field issues, and training programs. It is a critical role in ensuring long-lasting satisfaction of Delta-Q OEM customers, distributors, and end users.Values-based coaching techniques are key elements to a successful people manager at Delta-Q. You are expected to create trusting relationships with your team. By offering your guidance and expertise, you will help develop the talent and technical aptitude of those around you.Specific Duties:

• Acts as Customer Support Engineer for distributor network:
  • Supporting technical application questions
  • Designing and conducting regular training programs
• Manages the Customer Support function by:
  • Overseeing and acting as second level for all technical support tickets
  • Monitoring support and warranty request statistics and trends
  • Reviewing and editing documentation, training material, and support website
  • Reporting on team workload and satisfaction score
  • Coordinating field rework between customers, third party, and internal teams
  • Fostering the growth and development of the team
• Champion of Customer-reported Problems:
  • Processing warranty requests and prioritizing critical failures to analysis team
  • Communicating regular updates to affected customers
  • Ensuring the Engineering department has sufficient application information or equipment to assess or duplicate the issue in order to arrive at a resolution
• Liaison to Battery Test Lab:
  • Reviewing external battery test requests with the R&D Manager
  • Reporting and discussing results with battery manufacturer
• Support for Remote Application Engineering team members:
  • Hosting regular post-sale meetings with remote Application Engineers and Sales teams
  • Preparing customer prototypes

Requirements

• Education in Electronics, Electronics Technology, or Electrical Engineering or equivalent combination of education and experience.
• Proven experience working in a customer-facing technical role
• Previous electrical design experience

• Excellent team leadership and talent management experience.
• Effective decision making and problem-solving skills.
• Excellent project management skills with the ability to plan and execute on program deliverables.
• Understands and practices a values-based approach to employee development and coaching.
• A willingness to proactively adapt to evolving situations.
• Excellent verbal, written communication and instructional skills
• Consistently exhibit and model Delta-Q’s company values (Collaboration, Perseverance, Innovation, Driving Results).
• Ability to travel in North America up to 10% of the time

The following are considered assets to the role:

• Experience working in an industrial or commercial distribution environment
• Prior administration of Zendesk or other customer support software
• Training in use of 8D quality management tools
• Familiarity with CAN, CANopen, J1939 and associated tools
• Knowledge of lead-acid and lithium batteries

Benefits

• A competitive base salary with annual salary reviews
• Annual incentive (bonus) programs
• 2% GRSP employer matching with Industrial Alliance (iA)
• Comprehensive health and dental benefits with Sunlife Financial
• Paid time off including vacation plus 8 days of personal time
• $300 annual Health Spending Account
• Employee & Family Assistance programming
• Free Parking
• Hybrid Work Environment

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