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Director, Aftermarket Technical Service in Mississauga at Welbilt

Date Posted: 4/8/2019

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Mississauga
  • Job Type:
  • Experience:
    At least 10 year(s)
  • Date Posted:
    4/8/2019

Job Description

Is this you? Born leader. Demonstrated Perfectionist. Champion of change. Then look no further – your future as Director, Aftermarket Technical Service starts today at Welbilt.


The Director, Aftermarket Technical Service role provides global leadership for all aftermarket and technical service activities for our Garland, Lincoln and Cleveland product lines and is a key leadership role for all these product lines and our Canada 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 KitchenCare leadership teams on independent service networks performance/changes; identification and support for revenue generating service programs; direct engagement on with our KitchenCare 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.  In addition, this position 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. In collaboration with our KitchenCare functional team, this position will identify, develop and improve core aftermarket service processes (revenue generating, customer issue resolution, customer KPI tracking, service networks etc.), and will develop global product technical support strategy for all product needs (warranty, customer ownership costs). 


Reporting directly to the Senior Vice President, Canada, this position is located in Mississauga, ON*. The position has responsibility for reports in Canada and the United States and has global responsibility for all three brands.


We put the 'fast' in fast food and the refinement in fine dining. We put the icy refreshment in sodas and the 'rocks' in signature cocktails. Be part of an industry that touches every life. Advance your career with the leader in foodservice innovation! 


Essential Job Functions:
  • Develop and implement a product line service strategy in alignment with our Welbilt KitchenCare functional and regional initiatives.

  • 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.

  • Develop and hire high-performance service team including improvement of critical functional and leadership skills within our service team. 

  • Develop and execute global strategy to reduce warranty costs and improve customer satisfaction key performance indicators.

  • Identify, develop and improve core aftermarket services programs and processes in alignment with our Welbilt KitchenCare functional and regional teams.

  • Develop and manage cost center budgets.
  • 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.

  • Develop and implement a product line service strategy (including organizational design) in alignment with our Product Line strategies and our Welbilt KitchenCare functional and regional initiatives.

  • Develop and hire high-performance service team including improvement of critical functional and leadership skills within our service team.

  • Develop and execute global strategy to reduce warranty costs and improve customer satisfaction key performance indicators.

  • Identify, develop and improve core aftermarket services programs and processes in alignment with our Welbilt KitchenCare functional and regional teams.

  • Develop and manage cost center budgets.

Job Requirements

Job Requirements:

  •  Bachelor’s degree, Engineering degree preferred
  • Minimum of 10 years of product technical and/or customer service, experience with Durable goods is preferred.
  • 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 and experience leading service teams
  • 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

Welbilt, Inc. is an equal opportunity employer which values diversity in the workplace. We are therefore happy to accommodate any individual needs in keeping with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If you require an accommodation in order to participate in the hiring process, please contact us to make your needs known in advance.

*Welbilt, Inc. – Mississauga, Ontario Canada manufactures a full line of commercial ovens, ranges, griddles, grills & counter top cooking equipment (including food warmers, cheesemelters, deck-type gas ovens, countertop electric ovens, refrigerated worktables, equipment stands, refrigerated equipment stands, fryers, griddles, hotplates, deck-type electric ovens, restaurant electric ranges, heavy-duty electric ranges, charbroilers, convection ovens, heavy-duty gas ranges, restaurant gas ranges, stock pot stoves, broilers & salamanders).