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Dealer Support Supervisor

Dealer Support Supervisor

STIHL Limited, a wholly owned subsidiary of ANDREAS STIHL AG & Co. KG in Germany, is a leader in the distribution of chain saws and handheld outdoor power equipment in Canada. We have an a full-time, permanent Dealer Support Supervisor position available in our London, ON office. 

Reporting to the Operations Manager, this role is responsible for overseeing the support services provided to dealers, ensuring high levels of customer satisfaction and operational efficiency. This role involves supervising a team of support staff, addressing escalated customer issues, and implementing process improvements to enhance service quality.

WHY STIHL LIMITED:

• Competitive SALARY for all employees across the country
• 100% Employer-paid Group Benefit Plan that includes health, dental, vision, paramedical and disability insurances!
• Defined Contribution Pension Plan with a 6% Employer Match (employees must contribute 3%)!
• Annually funded Personal Spending Account to use towards fitness-related products, services, and memberships!
• Paid Holiday Shutdown period between Christmas and New Years!
• Flexible day shift options (no rotational shift work); clean and safe working environment and fun company events!
• Charitable donations to local organizations that support our communities!

The key responsibilities for this position include:

• Supervise Support Staff: Oversee the daily activities of the dealer support team, ensuring tasks are completed efficiently and effectively.
• Customer Service: Address and resolve escalated customer issues, ensuring a high level of customer satisfaction.
• Training and Development: Train new employees and provide ongoing training to existing staff to ensure they are up-to-date with company policies and procedures.
• Performance Monitoring: Monitor and evaluate the performance of support staff, providing feedback and implementing improvement plans as necessary.
• Process Improvement: Identify areas for process improvement and implement changes to enhance efficiency and service quality.
• Reporting: Prepare and present regular reports on team performance and customer feedback to senior management.
• General Duties: All other duties and responsibilities as assigned.

Skills & Qualifications include:

• A bachelor's degree in business, management, or a related field is often preferred.
• Minimum 3 years of experience in a supervisory role, preferably in customer service or support.
• Knowledge of customer service practices and principles.
• Excellent communication and interpersonal skills.
• Ability to multitask and prioritize tasks effectively.
• Strong analytical skills, problem solving and attention to detail.
• Proven leadership skills and ability to coach, develop and lead a team.
• Proficiency in MS Office applications, accounting software and financial management systems (specifically SAP).

We offer excellent working conditions and a competitive compensation package. If you are interested in applying, please email your resume, including the Position Title in the subject line to  hr.canada@stihl.ca.

We thank all applicants in advance, however only those under consideration will be contacted. No phone calls please.

STIHL Ltd. is an equal opportunity employer and is committed to providing an accessible recruitment process. Upon request, we will provide accommodation for candidates at any stage.

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