Customer Service Lead Hand
About the role
Position: Customer Service Representative Lead Hand Location: Sudbury, ON Reports to: Aftermarket Sales & Support Manager
Purpose of Role The Customer Service Representative acts as first contact with, and liaison between, MacLean Engineering and Customers (both internal and external), in matters related to Aftermarket Sales, Field Services, Technical Services, as well as Training and general inquiries.
Essential Duties & Responsibilities
- In a friendlyandprofessional manner, represent MacLean Engineering as the first point of contact with our Customer (external and internal) and ensure a timely and satisfactory response to requests for product,service,or technical support and/or requests for quotation.
- Ensure department priorities are met including safety, quality, production / delivery, and other metrics as specified by the Supervisor.
- Assist the Manager in scheduling shifts and resources, establishing priorities, planning & confirmingovertime,and capacity assessment.
- Support, communicate and coordinate with our afterhours team (Barrie)
- Assist theManagerwith troubleshooting within cross-functional groups (i.e. engineering, materials, management, quality) as required.
- Enhance team productivity through early identification and reaction to encountered parts shortages, missing information, follows up with all departments to better support our customers.
- Help to maintain project team momentum by assisting the Manager, production planner and buyer in the expediting of required parts.
- Provide product and service assistance to our customers, with an emphasis placed upon up-sell of additional and/or premium products and services.
- Assist withquotations,salesorders and respond tobacklog requests.
- Assist with customer inquiries (telephone/email)
- Review and communicate customer complaints or concerns withspecific requests.
- Complete expediting reports for the customer and our Aftermarket Sales Team.
- Complete backlog reports for the customer and our Aftermarket Sales Team.
- CompleteService Entry Sheet (SES)follow up and reporting.
- Monitor the sales order backlogs, reporton stagnantorders,and communicate with respective departmentstoexpedite.
- Ensurepeers upholdcompany policies,proceduresand standards.
- Provide input to the Manager regarding peers’ level of competence, performance, and potential.
- Participate in daily Customer Support Team accident prevention, profit improvement, waste reduction, zero defect, 5S and 8D problem solving activities.
- Assist the Supervisor to ensure all traininggoals and requirements(internal and external) areachieved for the team.
Qualifications
Education
- MinimumHighSchoolDiplomaor Certificate of Completion
- Diploma or Degree in a relateddisciplinepreferred
Experience
- Three (3)+years’ experience inrelated Customer Service role
- Possess the ability to effectively interact, communicate and negotiate with people of diverse personality and professional stature, including those with difficult and/or demanding character.
- Able to plan and prioritize and manage multiple assignments and tasks simultaneously.
- Able to tolerate ambiguity and stress.
- Must be creative, able to reason analytically
- Open to new methods,processesand technologies
- Possess a continuousimprovementmindset.
- Customer oriented andalways demonstrate personal integrity.
- Extensive experience working with Microsoft Office products and MAX MRP (or similar MRP system) as well as being able to interpret, file and maintain handwritten and computer-generated records
- Bilingualism is an asset (French/English)
Please note that employment with MacLean Engineering is contingent upon the successful completion of a background check conducted by our third-party provider, Sterling Backcheck. This process may include verification of employment history, education, and a criminal record check, depending on the requirements of the position.
A clear and satisfactory result is required for all candidates prior to the confirmation of employment.
About MacLean Engineering & Marketing Co Limited
Great Things Happen Here
Equipping the mining world with innovative mobile equipment solutions is what we do at MacLean, but more importantly is the why. We aspire to be best-in-class leaders in the design, manufacturing, and support of engineered solutions that make mining safer, greener, and more productive. This brand promise is inextricably linked to our people.
We are building a diverse, top-performing employee base by hiring entrepreneurial, creative, hardworking, ethical, and safety focused candidates who want to make a lasting difference and build a career doing it. If this sound like you, dive in and join the MacLean innovation wave!
Join the MacLean innovation wave!
We are a global, family-owned company where we treat each other, our customers, and our host communities as if they were family. This is our competitive differentiator across the board when it comes to employee development, customer relationships, and business results.
Our production facility and branch footprint on four continents and market reach into six continents is in keeping with the scope of our ambition to develop paradigm-changing, tech-enabled mining vehicles the world over. This transformative vision requires a wide range of talent working together across the company’s manufacturing, engineering, product management, marketing, sales, aftermarket support, finance, and human resource functions.
Who we are
MacLean specializes in mobile equipment solutions based on underground mining experience, unit-of-one manufacturing expertise, and worldwide customer service and support.
We have been innovating for mining equipment safety and productivity for almost 50 years, supporting customers worldwide with branches across Canada as well as in the United States, Mexico, Peru, South Africa, and Australia.
Our Story
MacLean is the world’s largest Canadian-based underground mining vehicle manufacturer.
From modest beginnings retrofitting farm tractors out of an apple orchard barn in Southern Georgian Bay, Ontario, to today’s multi-national corporate network of some 1,000 employees across four continents and six countries, the next chapters of the MacLean mining innovation story are actively being written within the broad themes of the electrification, automation, and digitalization of the global industry.
The constant across the shifting sands of time and geography is the MacLean commitment to pursuing engineered solutions that make the underground environment safer and more productive.
The foundation for all of our work together is a shared culture of entrepreneurial innovation and customer focus. When we create what we call MacLean ‘Application Intelligence’ for the mining sector, we are leveraging multi disciplinary engineering expertise, continental manufacturing capacity, and decades of mining knowledge, to deliver safety and productivity enhancing solutions to the end-users who operate and maintain our products in underground mines around the globe.
We are a major employer in our host communities and, as such, we strive to be an employer of choice. On the leading edge of technological and manufacturing innovation, we never lose sight of the people behind the machines – the MacLean employees across our production facilities who work to create products of lasting value for the mining sector.
Our Values
The MacLean Way is our overarching vision, mission, and values statement. It is the embodiment of our history, present, and future: where we came from, who we are now, and where we are going.
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Customer Service Lead Hand
About the role
Position: Customer Service Representative Lead Hand Location: Sudbury, ON Reports to: Aftermarket Sales & Support Manager
Purpose of Role The Customer Service Representative acts as first contact with, and liaison between, MacLean Engineering and Customers (both internal and external), in matters related to Aftermarket Sales, Field Services, Technical Services, as well as Training and general inquiries.
Essential Duties & Responsibilities
- In a friendlyandprofessional manner, represent MacLean Engineering as the first point of contact with our Customer (external and internal) and ensure a timely and satisfactory response to requests for product,service,or technical support and/or requests for quotation.
- Ensure department priorities are met including safety, quality, production / delivery, and other metrics as specified by the Supervisor.
- Assist the Manager in scheduling shifts and resources, establishing priorities, planning & confirmingovertime,and capacity assessment.
- Support, communicate and coordinate with our afterhours team (Barrie)
- Assist theManagerwith troubleshooting within cross-functional groups (i.e. engineering, materials, management, quality) as required.
- Enhance team productivity through early identification and reaction to encountered parts shortages, missing information, follows up with all departments to better support our customers.
- Help to maintain project team momentum by assisting the Manager, production planner and buyer in the expediting of required parts.
- Provide product and service assistance to our customers, with an emphasis placed upon up-sell of additional and/or premium products and services.
- Assist withquotations,salesorders and respond tobacklog requests.
- Assist with customer inquiries (telephone/email)
- Review and communicate customer complaints or concerns withspecific requests.
- Complete expediting reports for the customer and our Aftermarket Sales Team.
- Complete backlog reports for the customer and our Aftermarket Sales Team.
- CompleteService Entry Sheet (SES)follow up and reporting.
- Monitor the sales order backlogs, reporton stagnantorders,and communicate with respective departmentstoexpedite.
- Ensurepeers upholdcompany policies,proceduresand standards.
- Provide input to the Manager regarding peers’ level of competence, performance, and potential.
- Participate in daily Customer Support Team accident prevention, profit improvement, waste reduction, zero defect, 5S and 8D problem solving activities.
- Assist the Supervisor to ensure all traininggoals and requirements(internal and external) areachieved for the team.
Qualifications
Education
- MinimumHighSchoolDiplomaor Certificate of Completion
- Diploma or Degree in a relateddisciplinepreferred
Experience
- Three (3)+years’ experience inrelated Customer Service role
- Possess the ability to effectively interact, communicate and negotiate with people of diverse personality and professional stature, including those with difficult and/or demanding character.
- Able to plan and prioritize and manage multiple assignments and tasks simultaneously.
- Able to tolerate ambiguity and stress.
- Must be creative, able to reason analytically
- Open to new methods,processesand technologies
- Possess a continuousimprovementmindset.
- Customer oriented andalways demonstrate personal integrity.
- Extensive experience working with Microsoft Office products and MAX MRP (or similar MRP system) as well as being able to interpret, file and maintain handwritten and computer-generated records
- Bilingualism is an asset (French/English)
Please note that employment with MacLean Engineering is contingent upon the successful completion of a background check conducted by our third-party provider, Sterling Backcheck. This process may include verification of employment history, education, and a criminal record check, depending on the requirements of the position.
A clear and satisfactory result is required for all candidates prior to the confirmation of employment.
About MacLean Engineering & Marketing Co Limited
Great Things Happen Here
Equipping the mining world with innovative mobile equipment solutions is what we do at MacLean, but more importantly is the why. We aspire to be best-in-class leaders in the design, manufacturing, and support of engineered solutions that make mining safer, greener, and more productive. This brand promise is inextricably linked to our people.
We are building a diverse, top-performing employee base by hiring entrepreneurial, creative, hardworking, ethical, and safety focused candidates who want to make a lasting difference and build a career doing it. If this sound like you, dive in and join the MacLean innovation wave!
Join the MacLean innovation wave!
We are a global, family-owned company where we treat each other, our customers, and our host communities as if they were family. This is our competitive differentiator across the board when it comes to employee development, customer relationships, and business results.
Our production facility and branch footprint on four continents and market reach into six continents is in keeping with the scope of our ambition to develop paradigm-changing, tech-enabled mining vehicles the world over. This transformative vision requires a wide range of talent working together across the company’s manufacturing, engineering, product management, marketing, sales, aftermarket support, finance, and human resource functions.
Who we are
MacLean specializes in mobile equipment solutions based on underground mining experience, unit-of-one manufacturing expertise, and worldwide customer service and support.
We have been innovating for mining equipment safety and productivity for almost 50 years, supporting customers worldwide with branches across Canada as well as in the United States, Mexico, Peru, South Africa, and Australia.
Our Story
MacLean is the world’s largest Canadian-based underground mining vehicle manufacturer.
From modest beginnings retrofitting farm tractors out of an apple orchard barn in Southern Georgian Bay, Ontario, to today’s multi-national corporate network of some 1,000 employees across four continents and six countries, the next chapters of the MacLean mining innovation story are actively being written within the broad themes of the electrification, automation, and digitalization of the global industry.
The constant across the shifting sands of time and geography is the MacLean commitment to pursuing engineered solutions that make the underground environment safer and more productive.
The foundation for all of our work together is a shared culture of entrepreneurial innovation and customer focus. When we create what we call MacLean ‘Application Intelligence’ for the mining sector, we are leveraging multi disciplinary engineering expertise, continental manufacturing capacity, and decades of mining knowledge, to deliver safety and productivity enhancing solutions to the end-users who operate and maintain our products in underground mines around the globe.
We are a major employer in our host communities and, as such, we strive to be an employer of choice. On the leading edge of technological and manufacturing innovation, we never lose sight of the people behind the machines – the MacLean employees across our production facilities who work to create products of lasting value for the mining sector.
Our Values
The MacLean Way is our overarching vision, mission, and values statement. It is the embodiment of our history, present, and future: where we came from, who we are now, and where we are going.