Product Group Manager Job in Toronto for CSA Group | Jobs.ca
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Product Group Manager

April 23 2021
Industries Non-profit organisation - NPO
Categories Executive, Trades, Technicians, Construction
Toronto, ON

Employment Status:

Regular

Time Type:

Full time

BUILDING A WORLD CLASS TEAM STARTS WITH YOU

At the heart of CSA Group is a vision: making the world a better, safer, more sustainable place. It's been part of our mission for nearly one hundred years: from the first engineering standard for railway bridges developed in 1919, to more than 3,500 standards, codes & related products today.

Headquartered in Canada, with a global footprint of more than 30 labs and offices across Europe, Asia and North America, CSA Group tests, inspects and certifies a wide range of products - from every day househould items to leading edge technology-to meet exacting requirements for safety, performance and environmental impact.

Our employees take pride in making a difference in people's lives through the work that we do. We're looking for people like you to help make it happen.

Job Summary:

Manages the day-to-day delivery of high quality certification and testing services. Responsible for ensuring projects and delivery services deliverables are delivered on time and/or within targets (e.g., customer On Time Delivery, Turnaround Time, Delivered Margin, team Utilization). Responsible for employee development and management. Ensures delivery of these services is consistent with, and in support of, corporate and divisional policies and objectives.

Responsibilities:

  • Leads certification and testing projects in their designated product group and ensures timely and quality delivery services are met on defined timelines.

  • Maintains excellent customer relationships through appropriate communication channels, provides proactive solutions for customers and other key stakeholders

  • Develops the business plan and operating budget items for the assigned product group in conjunction with the Operations Manager. Determines annual capital and labour requirements and develops forecasts targets based on these determinations.

  • Manages and resolves customer issues concerning certification and testing on a regular basis. Responds to general questions; provides technical assistance, discusses and resolves issues around scheduling and project completion. Identifies and resolves customer complaints and employee related performance issues. Cultivates good CSA-customer and employee-manager working relationships to cultivate an environment focused on the Customer Loyalty Value.

  • Develops timely management reports. Provides regular information on the product group’s deliverables, productivity, customer satisfaction, and safety as requested by the Operations Manager. Contributes to highly sensitive and confidential reports concerning items such as capacity management, organizational redesign, work relocation, employee job content, and policy/procedure development.

  • Ensures proper compliance to delivery services; takes action on issues of non-compliance; Responds to non-conformances resulting from everyday operations, quality and safety audits and implements corrective actions.

  • Keeps line of communication open among all project stakeholders, tracking deliverables, milestones, and any decisions made regarding requests for change and outstanding items

  • Communicates in a clear manner, with an appropriate level of detail for the situation (oral and written) and the audience including customers, peers, supervisors and senior CSA leadership

  • Develops and assigns performance/productivity goals and monitors efficiency levels of staff to ensure high quality execution of certification and testing services

  • Proactively utilizes available pipeline data to support and guide opportunity solution development including work effort estimation and scheduling taking into consideration key project dependencies and critical path requirements to optimize customer On Time Delivery and Turnaround Time

  • Develops and assigns performance/productivity goals and monitors efficiency levels of staff to ensure high quality execution of certification and testing services

  • Proactively provides support to team members and peers providing guidance to an optimal solution/outcome to support learning and comprehension

  • Demonstrates the ability to effectively guide others to a desired outcome based on facts, a mutually developed understanding/rationale for the outcome and the ability to assimilate/consider others’ points of view

  • Confidently provides fact-based points of view and recommendations to others irrespective of career level or role to continually improve overall customer service delivery and CSA business performance

  • Guides all team members in the on-going delivery of projects with a focus on monthly business targets while maintaining safety and quality with the highest possible levels of throughput.

  • Consistently manages multiple projects concurrently while maintaining customer on-time and on-budget performance without compromising quality and maximizing utilization and delivered margin

  • Responsible for scheduling, assigning work and controlling service delivery output. Manages all aspects of the Product Safety Engineer/Certifiers’ and Technicians’ work; allocates resources as required; monitors daily safety, productivity, quality of work, regular equipment maintenance, and progress against established goals and targets. Focuses on managing and maintaining costs associated with meeting delivery services objectives

  • Monitors progress towards accomplishing plan objectives and customer targets, including purchase and installation of capital equipment. Identifies and implements any corrective actions required to achieve goals. Responsible for ensuring customer satisfaction indicators and targets are met for the designated area

  • Drives continuous improvement initiatives in quality of services and overall guidelines, provides technical guidance, and identifies areas of complexity to look for alternative approaches with lower complexity/cost

  • Reviews projects for issues and risks in a timely manner and takes action to ensure resolution/mitigation

  • Corrects operational and equipment related deficiencies as appropriate to ensure deadlines and targets are met

  • Responsible to ensure the high quality and safe delivery of certification and testing services within the product group. Ensures all staff is trained in appropriate work methods and are compliant with divisional quality and safety procedures. Monitors the quality of the work completed by the product group staff; identifies and resolves any gaps in product knowledge, technical skill level, and customer service or safety procedures. Demonstrates and promotes a commitment to service delivery quality and safety. Ensures that corporate and divisional procedures and guidelines are effectively communicated and implemented in the unit.

  • Reviews and signs-off work; authorizes certification reports; conducts assignments and performs assessments in manufacturing and service industries against internationally recognized standards may also be required

  • Facilitates a culture that promotes safe work behaviours as a way of business by actively identifying, supporting and reinforcing safe work practices, job procedures, environmental aspects and desired health and safety behaviours of employees

  • Helps build and model a positive safety culture that stimulates, recognizes, and values the participation and contribution of all employees

Education:

  • Post-secondary diploma or equivalent in a technical field

  • OACETT or Professional Engineer designation (Electrical) preferred

  • Project Management Certification (Preferred)

Experience:

  • Minimum 5 years of certification or equivalent technical experience preferred

  • 3-5 years of managerial/supervisory experience required

  • Industrial products (Power and distribution, Motors and Generators, Elevators and Controls) experience preferred.

  • Ability to assess and report on upcoming product trends within the product group industry

Skills:

  • Problem resolution to deliver high quality and timely service

  • Analysis skills required to formulate financial and business plan forecasts

  • Good interpersonal, communication and presentation skills required

  • Conflict resolution skills to deal with employee and customer issues

  • Ability to communicate effectively with external customers, auditors, QA Managers and technical staff

  • Customer satisfaction focus

  • Computer proficiency

Apply now!