LOCATION: Burnaby, BC
LMI Technologies, recognized as one of Canada’s 50 Best Workplaces, is a medium-sized technology company built on a culture of openness, respect and professional excellence. At LMI our staff work passionately toward the common goal of designing and delivering innovative 3D machine vision solutions to OEMs and System Integrators working in industrial factory automation around the world. The result of this teamwork is high-performance, easy-to-implement and cost-effective 3D sensor technologies that deliver the best results in even the most challenging 3D inline inspection applications.
Reporting to the Director of Applications, the Application Service Manager will structure and lead an international team of applications engineers and vision engineers charged with both pre-sales and after-sales support of LMI customers. The ASM will coordinate closely with all of the Regional Development Managers to identify where resources are needed to help close larger sales opportunities. Further the ASM will provide feedback to the product managers about existing issues with current products as well as propose new features / products required by certain customers / markets. The ASM is a very central role for LMI as many of our customer’s technical issues / needs / future desires will flow through this department. The ASM must maintain excellent communication with other operational departments within LMI in order to maximize the success of the company.
RESPONSIBILITIES:
The primary responsibility of the ASM is to build, train and maintain a group of applications engineers and vision engineers that are capable of both pre-sales and after sale support. Technical evaluations are a critical element within the sales process for LMI. As such the ASM must be comfortable with frequent and direct contact with LMI prospects and customers. Further the ASM must posses excellent teamwork and communication skills in order to keep the various departments focused on the best course of action to exceed our customer’s expectations.
- Hire, train, mentor and manage a ‘best-in-industry’ engineering support team.
- Design and develop metrics by which to monitor the performance of the team including:
- Number of post-sale support requests and the typical response time
- Metrics to identify repeating issues with current products
- Metrics to measure and improve post-sale support performance
- Metrics to measure pre-sales support required by opportunity
- Metrics to measure pre-sales support effectiveness
- Determine when issues should be escalated within the team and with other due to technical complexity and the scale of the business opportunity.
- Maintain close communication with the Product Management team in order to provide feedback on necessary new features and products for future sales opportunities.
- Maintain close communication with the sales team regarding the need for technical support for certain opportunities. Develop and maintain a system to prioritize and manage these requests.
- Provide ongoing training to your team about new products and features.
- Maintain a feedback system from customers and prospects about the effectiveness of the engineering support team and any needs for improvement.
- Maintain effective contact and communication with all sales regions worldwide. This will require periodic visits to each region in order to gather feedback from the teams and gage their performance first hand.
- Develop vision engineering team that can handle a wide range of challenging inspection applications
QUALIFICATIONS:
- Bachelor of Computer Science, Electrical, Mechanical or Computer Engineering degree or equivalent
- Minimum 5-8 years of experience in the high technology industry / factory automation industry working on various projects relating to their area of study
- Strong working knowledge of industry standards and best practices in their discipline
- Strong management skills with technical support team
- Proven knowledge of machine vision and image processing.
- Software development and PLC are strong assets.
- Excellent knowledge of tools required by their discipline (Software – Visual Studio [C, C#, VB.NET], Labview, PLC programming, Mechanical – SolidWorks, Electronics – Wiring and setup) with demonstrated ability in past project accomplishments
- Pursues problem solving with clear understanding of facts and defines test plan and solution strategies.
- Solid interpersonal skills and the ability to lead in a collaborative team environment
- Minimum of 3 years experience with international customers and international business protocol.
- Mandarin language skills are a requirement for all but the most qualified candidates. (As large majority of the Engineering Support Team will be located in China.)
- Exceptional verbal and written communication skills with proficiency using The Google suite or Microsoft Office products
- Exceptional organizational, communication and prioritization skills
- Self-motivated, have a positive attitude and a results oriented approach to business
- Demonstrated ability to work independently as well as in a team environment
- A valid passport and the ability to travel domestically or internationally.
If you are interested in working for a fast-growing global technology company with an inspiring and engaging workplace environment, we invite you to apply and talk about the possibilities of beginning a rewarding new chapter of your career