Director, Sales Operations and Customer Support

Director, Sales Operations and Customer Support

Full Time

GAL Manufacturing - Canada

There are jobs and there are careers.

If the opportunity to challenge yourself and make a direct impact in the evolution of a best-in-class Sales Operations and Customer Support function, to work with smart, ambitious and motivated people, to be involved with North Americas leading independent manufacturer of elevator components and systems, sounds appealingread on!

This is the kind of role you can expect working with Vantage Elevator Solutions.

About Us
Vantage Elevator Solutions (Vantage) is North Americas leading independent manufacturer of elevator components and systems. Vantage manufactures nearly every electromechanical component found on elevator systems, including door operators, geared and gearless traction machines, universally compatible microprocessor controllers, safety components, signal fixtures, and structural assemblies. Vantage has an unmatched reputation for quality, engineering expertise and reliability in delivering first class products.

With over 1000 employees, Vantage has 7 primary manufacturing, engineering and distribution facilities and 5 regional service centers throughout the US, Canada and the UK operating under brands including GAL and GAL Canada, Hollister-Whitney Elevator, Courion, Elevator Controls, and Thames Valley Controls.

The Opportunity

Vantage is looking for a motivated, adaptable and team-oriented Director, Sales Operations and Customer Support, who thrives in a fast-paced, evolving environment. Reporting to the President, GAL-Canada and participating as a member of the GAL - Canada Leadership Team, this position is accountable for the leadership and oversight of the Inside Sales, Sales Engineering and Customer Service and Support teams located in Mississauga, Ontario. GAL-Canada is a long standing, competent solutions supplier suppliers to the vertical transportation industry. GAL - Canada and the extended Vantage Sales Operations and Customer Support teams (companywide), strive to put our customers first and we need a proactive leader to drive the effectiveness of our customer service, estimating, and order processing teams.

This is both a strategic and roll-up-the-sleeves leadership position given the current size/sophistication of Vantages Sales Operations and Customer Support function.

What will you bring to the role?

Customer-first attitude!
Bachelors degree in business or Technical diploma and/or a combination of skills and experience
7 years (min.) of customer service experience with 5 years (min.) in a management/people leadership capacity.
Demonstrated technical, quantitative, analytical, commercial and business acumen
Understanding of CPQ, ERP and CRM tools; system implementation experience is a strong asset
Experience in creating sales / customer service processes and understanding all aspects of end-to-end customer engagement.
Demonstrated ability to build and sustain a customer-first organization that holds a reputation of customer service excellence.
A mobilizer and motivator of people; has led an organization of technical and commercial employees at various levels
Effective in managing conflict and complex problem solving; a trusted advisor to peers and executive leaders
Experience in the elevator sector / manufacturing / heavy equipment environments is preferred
A natural communicator both verbally and in writing; strong presentation skills.
Strong interpersonal skills, mature in their ability to influence all levels of management; experienced in effective conflict management
Superior organizational skills accurate and quality minded.
Ability to operate in a fast-paced environment, prioritizing multiple projects/tasks.
Proficient in Microsoft Office (Excel, PowerPoint, Co-Pilot and Word)
Ability to work on site in the Mississauga operation 5 days a week.
Able to travel approximately 15% (mainly Canada/US).
Drivers license and passport; legally entitled to work in Canada

Duties and Responsibilities (A typical day may include):

Develops and directs the sales data analysis function to deliver reporting and tools to customer service colleagues, external sales teams and management that ensure effective execution and the achievement of growth objectives.
Makes technical presentations to customers internally and externally
Lead and manage a small team of Estimators, Inside Sales Associates, Sales Engineers, and Customer Service Representatives to ensure timely and efficient end-to-end order creation and processing.
Utilize existing and future systems to manage customer and sales activity data.
Recruit, mentor and manage our Customer Service / Sales Operations team.
Develops and utilizes monitoring methodologies to analyze sales and customer service metrics and to provide insights, support decisions, and highlight areas for process improvement.
Enables training activities that will ensure customer service and sales teams understand and effectively utilize systems and reporting resources.
Drives and champions Customer Support system requirements, needs and implementation in the areas of quoting tools, account management platforms, customer portals and other systems that Sales Operations teams and Customers use and access.

What do we offer:

Competitive total compensation package
Four weeks vacation
Comprehensive group benefits program effective upon hire
Employer matched RRSP program
Flexible work arrangements
Training and development opportunities
Excellent team working environment and culture!

Vantage Elevation, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

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