Job Description

key responsibilities

  • To be responsible for the management of customer complaints within a region and meeting the Divisional Targets of number of open complaints and time from a complaint being logged to resolution.
  • To visit all major complaints within the region and agree corrective actions ensuring that such solutions are in the best interests of the business and that all costs are correctly and fully justified.
  • To generate monthly reports showing the status of all open complaints handed off to Contracts Department in the region with targeted completion dates and cost provision.
  • To recommend to the operations team corrective actions to prevent a re-occurrence of complaints and to provide monthly feedback to the management teams on the level and types of complaints being seen by customers.
  • To be able to communicate effectively at different levels i.e. with architects, building owners, cladders, company directors etc. and to act in a professional and experienced manner.
  • Prepare complete jobsite inspection reports: photographs, cause analysis, proposed solution in accordance with the system.
  • Assist Operations department with technical consults and provides customer feedback on warranty issues.
  • Provide feedback to drafting and engineering groups regarding issues in the field.
  • Communicate regularly with other Tech Services Engineers, Quality Managers, Filed Services and R&D departments as required.
  • Follows all safety regulations while on construction sites, and become familiar with various fall protection devices used in conjunction with Kingspan panels.
  • Support in providing technical contents in warranty related letters
  • Training Customers
  • Performing Minor repairs
  • Modify and update install manuals
    • To ensure that the correct procedures are following when allocating costs and authorizing expenditure.
    • To ensure that all correspondence from customers is dealt with in a timely manner.
    • To ensure that complaints are closed down and to reach the targets set for the maximum time complaints will be open.
    • To liaise closely with the internal contracts, plant quality assurance and customer service personnel to ensure all agreed actions on a complaint are dealt with.
    • To work with the customer service personnel to monitor customer responsiveness to the complaint handling system and recommend ways in which this can be improved.
    • To work with the operations department to ensure that sufficient information is provided on each complaint to allow a full analysis of the root cause to be established.
    • To provide feedback to the commercial teams on the outstanding issues which may affect the customer relationship
    • To be willing and able to support the commercial teams in understanding and addressing customer concerns.

    EXPERIENCE AND SKILLS

    • 4-year college degree, preferably in Construction Management or Engineering field.
    • Ideally the person should have some experience of our industry having worked either in contracting business possibly with a main contractor or a subcontractor who has worked with Insulated Metal Panels.
    • The person should have good negotiating skills and be able to act under pressure and be able to defuse difficult situations on site with owners and contractors.
    • The role involves considerable amount of time away from the office and the person should have good organizational skills and be able to perform effectively on a stand-alone basis. In the same way the hours of work will be dictated by the needs of the job but this could involve some element of early starts or late nights.
    • Must be highly proficient in all Microsoft Office applications (Word, Excel, Power Point) and Outlook.

    Other Skills and Requirements:

    • Residency preferably in Eastern Canada
    • Minimum of 7 years’ experience as project manager and/or superintendent in the construction industry.
    • Ability to travel extensively and possess valid passport.
    • Experience installing metal panels, pre-engineered buildings and/or sheet metal is a strong plus.
    • Strong written and oral communication skills, and be comfortable interfacing with both field crews and office staff.
    • Is able to communicate effectively at different levels i.e. with architects, building owners, cladders, company directors etc and to act in a professional and experienced manner.
    • Strong organizational skills with aggressive follow-through.
    • Excellent time management skills, including proper travel planning.
    • The role involves considerable amount of time away from the office and the person should have good organizational skills and be able to perform effectively on a stand-alone basis. In the same way the hours of work will be dictated by the needs of the job but this could involve some element of early starts or late nights.

Contact Details

contact Sarika at 905-361-3987 ext 115

or by email at sarika@fuzehr.com