Technical Services Manager Date: Mar 7, 2025 Location: Fergus, ON, CA, N1M 2X1 Company: A. O. Smith Corporation Company / Location Information A.O. Smith is a global leader applying innovative technologies and energy-efficient solutions to products manufactured and marketed worldwide. The company is one of the world’s leading manufacturers of residential and commercial water heating equipment and boilers, as well as a manufacturer of water treatment products for residential and light commercial applications. A. O. Smith is headquartered in Milwaukee, Wisconsin, with approximately 12,000 employees at operations in the United States, Canada, China, India, Mexico, the Netherlands, and the United Kingdom. Primary Function We are seeking an experiencedTechnical Service Managerto lead our service and support teams, with a strong focus on managing field quality issues, overseeing regional technical groups, and supporting insurance claim processes. This role combines technical expertise, leadership, quality management, and a robust training focus to ensure exceptional customer satisfaction, operational efficiency, and organizational growth. Responsibilities + Lead a team of technical service professionals across Canada, including teams in Montreal and Fergus. + Facilitate training for employees, contractors, service technicians, and distributors through various media. + Write technical training materials such as knowledge articles, quick reference guides, PDFs, video scripts, and PowerPoint presentations. + Lead efforts to identify and resolve Canadian field quality issues, ensuring a swift response to customer concerns and equipment failures. + Conduct regular site visits and audits to ensure field operations and quality processes meet standards. + Establish and maintain quality control and assurance standards within technical service operations. + Develop and implement quality inspection processes and procedures to verify compliance with standards. + Support the resolution of insurance claims, including gathering and analyzing technical data to support cases. + Provide court testimony as an expert witness when required. + Primary point of contact for escalated technical issues, providing timely and effective resolutions. + Oversee the implementation of after service agreements and contracts to meet or exceed customer expectations. + Monitor spending against budgets. + Other responsibilities may be assigned as necessary. Qualifications + 5+ years in a technical service, field quality, or related role + 5+ years of experience in multi-media production + 5+ years of experience in the plumbing, electrical, or HVAC industries. + Demonstrated experience managing field quality issues and working with regional technical teams. + Thorough understanding of the water heating business, including distribution channels, markets, sales processes, competitors, customers, products, installation practices, and service techniques. + Thorough knowledge of the National Fuel Gas Code, National Electric Code, and International Plumbing Code. + Practical understanding of digital television equipment, systems, and production techniques. + Familiarity with both traditional and modern job training methods, best practices, and techniques + Experience in deploying video-based training solutions, with proficiencies in set design, script writing, on-screen delivery, and video editing. + Proven ability to work in a matrix environment, balancing competing priorities and collaborating across functional teams. + Proficiency in QA/QC frameworks and tools. + Education Bachelor's Degree in Engineering or Related Field We Offer Competitive base salary and bonus. Comprehensive benefits plans which include medical and dental insurance, company-sponsored life insurance, retirement security savings plan, short- and long-term disability programs and tuition assistance. ADA Statement & EEO Statement A.O. Smith Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. For more information on our Accessibility Plan, please visitwww.hotwatercanada.ca