Our vision and values
Fene-Tech is a Quebec-based manufacturer of custom doors and windows, with three production facilities and more than 110 employees. As a subsidiary of the Atlantem Group, the company is undergoing a major transformation to support its growth.
Job description
We are looking for an operations leader to organize and professionalize our customer service department, helping us transition from a reactive approach to a seamless, measurable, and customer-satisfaction-focused service.
Responsibilities
Manage the After-Sales Service Department
Organize the processing of cases from start to finish (receipt, diagnosis, resolution, closure). Prioritize requests and monitor key performance indicators (turnaround times, costs, volume, satisfaction).
Lead the team
Manage the after-sales service administrative team and field technicians. Develop their skills and foster a culture of rigor and responsiveness.
Coordinate the departments
Serve as the liaison between the after-sales service department, production, technical support, logistics, and field teams. Determine priorities.
Manage Customer Relationships
Oversee the handling of claims, enforce warranty policies, and personally manage sensitive situations.
Planning Field Operations
Optimize routes, schedules, and the tracking of technicians' work.
Controlling Costs
Track direct costs (parts, labor, travel), ensure that out-of-warranty repairs are billed, and reduce costs associated with quality issues.
Continuous Improvement
Analyze root causes, gather field data, standardize practices, and propose corrective actions
Conditions
- Permanent position, 40 hours per week
- Location: Amqui or St-Eustache
- Competitive salary based on experience
- Group Insurance and Pension Plan
- A company in the process of restructuring = visible direct impact
Qualifications
- 3 to 5 years of experience in customer service management, technical support, or operational coordination
- Experience in a manufacturing environment, ideally in custom manufacturing
- Experience in team management
- Ability to manage workflows, not just individual requests
- Cross-functional leadership, organizational skills, customer focus, analytical skills
- Fluent in French – bilingualism in English preferred
- Proficient with computer software (ERP, Office Suite)
Strengths
- Knowledge of the doors and windows industry or residential construction
- Experience with a B2B distribution network
- Familiarity with continuous improvement (Lean, 5 Whys, Pareto)
We thank all those who apply.