Customer Service Lead

FTS Forest Technology Systems Ltd.

March 31, 2015

Original postings on the Viatec site are removed after the position is closed, but the posting will be archived here. The original posting was at

Job Category: 
Job Specialization: 
Company Overview: 

FTS is a world leader in the design, manufacture and service of rugged, easy to use, environmental monitoring systems that help monitor the world’s remote natural environments.  FTS is a profitable, growing, privately-held Victoria-based company with a proven 30-year track record of excellence in our industry.  Our best sales tools are the unblemished customer references of our thousands of deployed monitoring stations. Please visit our website at for a complete overview of our company.

Job Summary: 

We have a great opportunity for a Customer Service Lead to join our growing company.

Reporting to the Sales Director, this new position provides a pivotal customer service role on behalf of the sales team.  This position manages the customer service ‘hub’ within FTS, requiring strong organizational, intuitive, and people skills plus experience providing customer service – ideally in a manufacturing environment.  This dynamic position will plan and coordinate the Customer Service Team to enhance customer relationships and work internally with all departments in order to help the company meet organizational and operational objectives.

As a detailed-oriented professional who prides yourself in accuracy and communication excellence, you will enjoy the variety of work that greets you every day, and the continuing opportunity to oversee a Customer Service Representative, and to work with the Sales team, other FTS departments, and with customers, suppliers, sales channel partners, etc.  There is ‘never a dull moment’ in this rewarding position!

If you are highly energetic, a natural problem-solver, and with experience providing customer service in a similar manufacturing environment, then we want to hear from you.

Does this sound like you?  If so, we welcome your application.


  • Manages the delivery of pre- and post-sales services and support to clients and customers. 
  • Analyzes operational processes, escalating procedures, and performs training needs assessments in order to identify opportunities for service delivery improvements and value added to the customers/clients. 
  • Develops customer service department policies and procedures. 
  • Liaises between customers and production/manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing enquiries. 
  • Completes product and service quotes/quote to order transition and/or completion plus follow up.
  • Ensures customer communication is documented through company CRM (SalesForce).
  • Ensures consistently high customer service levels and standards.
  • Keeps abreast of new company products and services.
  • Identifies and implements strategies to improve customer service.
  • Handles complex and escalated customer service issues.
  • Supervises and mentors Customer Service Representative.
  • Works with Marketing on trade shows/collateral requirements.

You bring a solid background to this position including:

  • University or college degree in Manufacturing, Business Administration, or similar degree plus at least 3 years experience in Customer Service, ideally in a high tech manufacturing company, or equivalent combination of education, training and experience. 
  • Also required is experience working within an ERP (SAP, Epicor, etc.) environment.

Other Qualifications:

  • Exceptional verbal and written communications skills plus attention to detail
  • Solid knowledge of customer service principles and practices
  • Strong interpersonal and active listening skills
  • Comfortable operating in a highly dynamic environment
  • High level of accuracy and attention to detail
  • Excellent organizational skills
  • Intuitive, team-builder, and exceptional relationship building skills
  • Ability to manage multiple priorities, adapt to changing business conditions, and must work well across all levels of the organization
  • Strong proficiency with Microsoft programs such as Outlook, Word, and Excel

Desired Qualifications:

  • Supervisory experience preferred
  • Exposure to environmental monitoring industry preferred
How To Apply: 

Qualified applicants are encouraged to apply in confidence to with a covering letter and resume that clearly demonstrates your education and experience required of this position, as well as your salary expectations By Saturday, April 18, 2015.

We thank all applicants who apply; however only those selected for consideration will be contacted.