Field Service Supervisor

Synergie Médicale (SynMed™) is a pharmacy automation company based in Longueuil, Canada. Since our inception in 2004, we have been at the forefront of pharmacy automation globally, delivering industry-leading creativity, reliability, and flexibility unmatched within the industry. SynMed™ has become synonymous with quality and innovation, and our products are used by the biggest names in the world of pharmacy.

The Supervisor, Technical Services will manage a team of Field Service Technicians on the road based in Canada and will provide them with appropriate training as needed.

Reporting to the Director, Technical Services, the Supervisor will be frequently on the road to visit our customers and ensure the quality of service offered by our team. The Supervisor will also have the following responsibilities, but not limited to:

• Track all calls in progress, determine the status of each call and determine next steps.
• Making site visits, during and after the interventions of our technicians and contributing to their training and improvement.
• Supervise, coach and assist technicians, relying on observations during site visits, spontaneous feedback from our customers and from surveys.
• Validate feedback from service reports to ensure that the work has been completed in a definitive manner and to take action if necessary.
• Manage the vehicle fleet and technician tools.
• Manage and ensure the availability of spare parts in all spare parts centers.
• Maintain data capture for the calculation of the various KPIs and initiate corrective and preventive actions for the improvement of the KPIs.
• Ensure the progress of the upgrades by being a facilitator for the technicians and ensuring that they have the necessary parts. Ensure the time allotted for the enhancement and the procedure/training required to perform it.

Experience and skills required:

• Bachelor's degree required, mechanical, electrical, operations management or equivalent fields. We will consider an appropriate combination of experience and other training.
• Minimum of 3 years of experience in a managerial role.
• 5 to 7 years of experience in a customer service and technical support role.
• Experience in solving technical problems, preferably in automation, mechanical and/or electrical.
• Experience in a manufacturing environment and/or in an SME, an asset.
• Experience in a call center / dispatch, an asset.
• Interpersonal and communication skills, as well as the ability to respond effectively and efficiently to associate requests, build good relationships and resolve conflicts.
• Ability to motivate and train others to a higher level of achievement and responsibility and coach them to do so.
• Ability to act and make decisions quickly, with a team spirit and an ability to work in a fast-paced environment.
• Flexibility in working hours.
• Experience leading associates and teams.
• Perfectly bilingual in French and English (read, spoken, written).
• Available to travel up to 30% of the time.

What we offer:

• A growing and constantly evolving work environment
• Opportunity for career development
• Generous vacation policy and 5 personal days per year
• A range of benefits and access to telemedicine upon hiring
• An employer contribution to the RRSP of up to 4%