Customer Support Manager

About Delta-Q Technologies:

Delta-Q Technologies (www.delta-q.com) develops and supplies battery chargers to original equipment manufacturers (OEMs) of electric vehicles and industrial equipment. Delta-Q’s unique blend of engineering capability in high-efficiency power electronics and embedded software design delivers innovative battery charging solutions to meet the evolving needs of its customers. With over 4 million vehicles and industrial machines already using its products, Delta-Q’s innovation is enabling the widespread adoption of environmentally friendly electric drive systems. Delta-Q was founded in 1999 and is a privately held company located in Vancouver, Canada.

What We Value:

Perseverance: We don’t give up when it’s hard.

Innovation: We improve our products and processes when it’s a competitive advantage.

Collaboration: We are one team. Respectful, open and honest.

Driving Results: We are here to win. We work hard to deliver on our commitments.

Doing the Right Thing is the central philosophy at Delta-Q. Four simple words that sum up our values, and so much more about our company. It means doing the right thing for our employees, communities, and customers.

We’re passionate about creating a sustainable business and contributing to a greener future for the world. We have a Vision to 'Charge The Future' and we mean it.

At the end of the day, it’s what keeps us going.

About ZAPI GROUP:

Delta-Q is part of the ZAPI GROUP of companies (www.zapigroup.com), a global leader in motion control, battery charging, and autonomous navigation software for electric and hybrid drive systems. As a full-solution supplier, the ZAPI GROUP can support every component OEMs need to design effective electric vehicles that meet cost goals and comply with tightening environmental standards.

Position Summary:

As the Customer Support Manager at Delta-Q, you will play the key role in providing post-sale technical support services to Sales, Business Development, Sales Application Engineering, Marketing, and Product Management.  These services include customer production changes, support ticketing, field rework, warranty/RMA administration, duplicating customer field issues, and training programs.  It is a critical role in ensuring long-lasting satisfaction of Delta-Q OEM customers, distributors, and end users.

Values-based coaching techniques are key elements to a successful people manager at Delta-Q. You are expected to create trusting relationships with your team. By offering your guidance and expertise, you will help develop the talent and technical aptitude of those around you.

This role is permanent, full time.

Language of work: English.

Specific Duties:

• Oversee support to global distributors:

• Build strong relationships serving as advocate for their needs
• Support technical application questions
• Design and conduct regular training programs

• Manages the Customer Support function by:

• Overseeing day-to-day operations
• Acting as escalation point for advanced customer inquiries
• Monitoring support and warranty request performance metrics and trends
• Reviewing and editing documentation, training material, and support website
• Reporting on team workload, service-level agreement achievement, and satisfaction score
• Coordinating field rework between customers, third party, and internal teams
• Fostering the growth and development of the team

• Champion of customer-reported problems

• Coordinating internal teams to follow 8D problem resolution process
• Processing warranty requests and prioritizing critical failures to analysis team
• Communicating regular updates to affected customers
• Ensuring the Engineering department has sufficient application information or equipment to assess or duplicate the issue in order to arrive at a resolution
• Collaborate with other departments such as product development, sales, and marketing to ensure alignment on customer needs and priorities.
• Other duties as required.