Team Lead, Field Services

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 field services activities for a designated group of Field Service Representatives. 

Responsible for ensuring on time delivery of certification activities related to field services and that costs are consistent with the procedures and the objectives of our company. Will also be required to conduct some factory inspections maintaining the integrity of the CSA registered Mark.

Principal Duties & Responsibilities

• Facilitate the day-to-day operation and delivery of inspection in the assigned field service group, providing direction and leadership. Ensures all aspects of the services delivered meet divisional and corporate policies and procedures by auditing inspection reports and witnessing inspections at customer sites. Determines and initiates actions required to improve service delivery.

• Provides direction and leadership to the team and ensures inspection quality are consistent with, and in support of CSA Group policies and objectives

• Recruits, leads, coaches and motivates a high-performance team by building and promoting career paths for professional growth, through goal-setting, continuous feedback, mentoring and training

• Performs staff performance reviews and approves employee overtime, vacation, and expense accounts as appropriate.

• Handles and resolves customer issues concerning inspections 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 cultivates good CSA-customer and employee-manager working relationships.

• Ensures all staff is trained in appropriate work methods and are compliant with corporate and divisional quality and safety procedures. Monitors the quality of the work completed by the field service group staff; identifies and resolves any gaps in product knowledge, technical skill level, customer service or safety procedures. Responds to non-conformances resulting from everyday operations, quality and safety audits and implement corrective actions. Demonstrates and promotes a commitment to field service quality and safety.

• Conducts factory inspections at CSA authorized factories. Prepares Factory Inspection Reports (FIR), Initial Factory Evaluation (IFE) reports, and consumer product evaluation reports to document inspection findings per procedures and work instructions. With minimal supervision, determines satisfactory corrective action and time frame to implement the changes or removal of CSA mark and takes appropriate action.

• Assist interviews and recruitment process of new hires

Work Environment

• Home office/smart working and frequent travel (50% - 50%)

• Frequently changing schedule with multiple deadlines, competing priorities, regular interruptions and increases in work pace (most of the time)

• Visit laboratory or customer facility on a need basis

• Periodic travel (up to international) no longer than one week at a time

Preferred Education & Experience

• Bachelor's or degree in Engineering with 5-7 or more years of job related experience i.e. inspection and/or certification or equivalent technical experience

• 3-5 years of managerial/supervisory experience

• 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

• Proven ability to motivate others and to facilitate positive group morale

• Demonstrated systematic problem-solving ability, strong organizational and time management skills to complete job tasks independently and in a time-efficient manner

CSA Group is an Equal Opportunity Employer and is committed to diversity, equity, and inclusion.  We prohibit discrimination and harassment of any kind based on any grounds stipulated by applicable laws. We are an organization where opportunities are based on skills and abilities, and differences are respected and valued.  Please contact us at [email protected] if you require accommodation in the interview process.