Timescapes is looking for a Service Delivery Manager to join our small, but growing team of high-performers in Toronto, Canada. We're after someone who loves working with customers as we install our cameras to enable high quality capture of construction projects. You will be a keen problem solver who is focused on providing a strong customer experience, is reliable and has a very high care factor.

About Us

Founded in New Zealand in 2017, Timescapes is a visual progress monitoring solution for complex construction projects. Our mission is to help construction teams build more quickly and safely, without compromising on quality or environmental consciousness. Our customers love Timescapes because it helps them stay on schedule, and provides complete transparency for all parties involved in a construction project.

We're a rapidly growing company, and are used by some of the largest construction firms across Australia, Canada, New Zealand and the United States. We're deliberate and thoughtful in everything that we do, and we emphasise awareness, care and quality in our approach to product development.

About The Role

As a Service Delivery Manager at Timescapes, you'll be spearheading our efforts to provide a seamless experience to our clients when it comes to installation and maintenance of our cameras and their ongoing customer experience. Key aspects of the role include:

• Inventory Management: Managing physical camera and hardware inventory, ensuring accurate records and optimal stock levels in the ERP. Monitoring inventory levels and replenishing with suppliers as needed
• Camera Assembly, Packing and refurbishment: Assemble cameras and other related hardware, ensuring products are packed securely and meet quality standards. Perform camera refurbishment and light repairs as required to maintain product quality
• Remote Implementation and relocation support for Timescapes cameras: Coordination and management of field services and technician schedules to support camera installs. Facilitating camera installation and relocations with site teams, scheduling installation dates & times; providing remote support to technicians during installations and maintenance
• Shipping and logistics: Handling shipping and receiving processes, including packing and tracking of shipments of all outgoing shipments. Liaising with customs brokerage for clearance inquiries and ensure smooth handling of international shipments
  
  

Requirements

About you

We want curious, driven and enthusiastic people who love building relationships and delighting customers; and who are motivated by the prospect of providing solutions that endure. The people who thrive at Timescapes are critical thinkers who are not afraid to embrace the unconventional.

If the following resonates with you, we should definitely chat:

• Customer focused: We're focussed on ensuring that users get genuine value from our solutions. You'll be someone who cares about the details and works well within a process to provide a predictable service to customers.
• Strong relationship builder: You love building rapport with customers and the team - you are reliable, do what you say you will do and work closely with customers when things don't go to plan.
• Curious to a fault: You have an innate curiosity for customers, their construction projects and their desired outcomes; with this information, you work to exceed customers' needs with our camera solutions
• Adaptable problem solver: As a small company doing ambitious things, we don't always have the right answer, and we know that what's worked in the past may not work in the future, but we're not deterred by the unknown and we're excited about tackling problems and finding our way through.
• Communication matters: In addition to communicating clearly and succinctly, being a natural relationship-builder, you're equally comfortable on Slack/email, video calls and in person.
  
  

The following are a bonus in this role:

• Startup / scale-up experience: you've experienced the chaos of startups, juggled lots of competing priorities and you've rebuilt unscalable processes
• Experienced, independent service manager or co-ordinator where you have been the sole person responsible for providing services to customers in your region
• Photography experience
  
  

Benefits

• 15 vacation days plus annual holiday close down
• Competitive health insurance
• 3% matching RRSP
• EAP and wellbeing support
• Company mobile phone