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Senior Technical Service Advisor & Trainer

Location:
1-430, Industrial Dr., Milton (Head Office)
Remote:
In-person
Status:
Permanent , Full time
Posted:
December 16, 2025
Job ID:
FM245
Expires:
January 16, 2026

Position Summary:

At FSS, we prioritize exceeding customer expectations in every interaction. As the Senior Technical Service Advisor & Trainer, your role significantly impacts our business operations and overall customer satisfaction. By providing support to Food Service Solutions Inc. (Canada and
USA), you’ll play an integral part in our financial growth and sustainability. You will be the go-to expert for technical inquiries and escalations, as well as lead all technical training initiatives.

Your Area of Responsibility:

  • Provide technical support to our service partner network, addressing equipment- related questions and issues.
  • Oversee relationships with external service partners, ensuring effective collaboration and high-quality service delivery.
  • Plan and conduct technical training sessions for service partners, enhancing their skills and knowledge.
  • Conduct on-site tandem visits with service partners to enhance their performance and troubleshoot challenges.
  • Create comprehensive troubleshooting guides for all distributed brands.
  • Provide ongoing training and to enhance team skills and knowledge.
  • Maintain solid customer relationships by providing quick, courteous, and concise information delivered with a high degree of professionalism.
  • Supervise the warranty operations, ensuring timely processing of warranty claims, compliance with ASA agreements, and continuous process improvements.
  • Lead efforts to optimize quarantine inventory.
  • This position does require travel to customers and/or suppliers.
  • General administration in CRM and ERP applications.
  • Administer customer satisfaction surveys related to service performance, analyze feedback, and implement improvements.
  • Contributing to long-term improvement of Parts & Service department.
  • Any other such duties as may be determined by your reporting Manager.
  • After-hours technical support, when required.

Leadership & Strategic Responsibilities:

  • Provide guidance and direction to team members involved in warranty
  • Foster a culture of accountability, continuous learning, and performance excellence across the service support function.
  • Collaborate with cross-functional teams to align warranty practices with broader business goals and service standards.

Success Metrics / Key Performance Indicators (KPIs):

  • Maintain quarantine inventory below established goals.
  • Ensure a minimum of 10 service technicians participate in each technical training session.
  • Process 100% of warranty payments within the timelines established by the ASA agreement.
  • Demonstrate year-over-year improvements in customer satisfaction scores related to service performance.
  • Increase training engagement and service partner satisfaction through consistent communication and follow-up.

Position Requirements:

  • Has superior verbal and written communication skills
  • Strong planning and organizational skills, able to meet deadlines and handle multiple requests
  • Is committed to professional and client service excellence
  • Demonstrates exquisite people skills with a friendly customer-oriented approach
  • Ability to recognize and react to changing work demands
  • Proven ability to thrive in a fast-paced environment

Education, Experience, and Licensing Requirements:

  • Diploma in Mechanical Engineering, Electrical/Electromechanical Technology, HVAC-R, Industrial Maintenance, GED, or equivalent
  • 3+ years of work experience in a similar position
  • Excellent knowledge of Microsoft Office
  • Experience with Salesforce, CRM program