Swegon North America is a market leading supplier in the field of indoor environment solutions, offering superior products for ventilation, heating, cooling and climate optimization. Swegon is at the forefront of innovation, connected services and expert technical support. Swegon's values of Customer Empathy, Trust, and Commitment go beyond technology. These values are the pillars upon which we build every interaction, solution, and partnership.

At Swegon, we believe that people who feel good inside don't just perform better - they thrive. This is a great time to join our growing company where excellence meets innovation in every climate solution we deliver. Join us on our mission to redefine excellence in the HVAC industry.

Why Swegon is an Employer of Choice:

• Competitive salary
• Comprehensive benefits that start on day one
• Immediate RRSP matching program
• Supportive and collaborative team atmosphere
• Lucrative employee referral program
• Embrace a hybrid work style: blend remote and in-office collaboration
• Vibrant corporate culture - Enjoy team events, lunch and learns, and wellness initiatives
• We passionately celebrate our team success and individual achievements
• Strong Commitment to Sustainability: Join us in making a positive impact on the planet
• Located just minutes from Highway 401 in Ajax, ON

Job Summary

The Customer Success Representative (CSR) serves as a vital liaison between the company, representatives, engineers, and customers. This role ensures the seamless execution of project scopes, effective communication of solutions, and proactive backlog management. The CSR should have a strong understanding of Noise Control and Vibration Isolation and Restraint System solutions, project coordination, and basic contract administration to ensure efficient project progress while mitigating potential risks. This role collaborates closely with cross-functional teams, including sales and operations, to deliver an exceptional customer experience. Additional responsibilities include minor design work, document management, and sales and operations support.

Key Responsibilities:

• Develop a fundamental understanding of HVAC solutions, including ASHRAE guidelines and requirements.
• Review project requirements to ensure all necessary technical information is received from the client.
• Analyze technical drawings of equipment for weights and dimensions, highlighting key information for designers.
• Schedule project tasks for the design team.
• Conduct training sessions to help clients effectively utilize product features.
• Proactively identify and address client issues or concerns.
• Collaborate with internal stakeholders to foster a customer-centric environment aligned with company values: Customer Empathy, Trust, and Commitment.
• Enhance customer satisfaction and loyalty by effectively executing customer projects.
• Maintain meticulous attention to detail in all interactions, ensuring accuracy and consistency.
• Document interactions, solutions, and client information accurately.
• Demonstrate exceptional communication skills for smooth and proactive customer interactions.
• Assess customer satisfaction and take immediate action to resolve issues.
• Manage time effectively, ensuring prompt responsiveness and efficient multitasking.
• Support continuous improvement initiatives within the team and organization.
• Coordinate project requirements related to transportation and logistics.
• Manage backlog proactively, ensuring clear communication of terms and conditions.
• Effectively communicate Vibro-Acoustics solutions to representatives, engineers, and designers.
• Develop an understanding of business operations, including finance, purchasing, shipping, manufacturing, purchasing, design, and scheduling.
• Navigate and operate system processes across various software platforms.
• Interpret mechanical equipment drawings and silencer schedules.
• Assist in basic contract administration, including negotiation and mitigation of product returns, cancellation fees and back charges.
• Perform specification compliance reviews and scope discussions.
• Facilitate all review meetings required to establish clarity of project scope, schedule and cost
• Process minor change notices, such as quick ship cost adjustments, PO number revisions, billing address updates, and freight corrections.
• Identify potential project risks, assess impact, and implement mitigation strategies.
• Analyze financial data, including backlog and freight reports, to identify potential budget risks for the company and customers.
• Update and maintain relevant data for all project measurements such as on time delivery forecast and release of orders

Skills and Qualifications:

• Bachelor's degree in engineering or a related field.
• 4+ years of experience in customer success, project management, or a related role.
• Strong proficiency in time management to meet customer needs promptly.
• Strong computer skills and experience with AutoCAD, SolidWorks, Bluebeam Revu, PDF Writer, Microsoft 365.
• Ability to manage multiple projects and prioritize tasks effectively.
• Detail-oriented with analytical skills and the ability to interpret technical drawings and technical specifications
• Excellent verbal and written communication skills.
• Proactive mindset with a demonstrated ability to take initiative.
• Alignment with company values and a passion for customer satisfaction.
• Understanding of basic contract administration principles.
• Strong problem-solving skills with the ability to identify and mitigate risks.
• Experience in coordinating logistics, scheduling, and third-party vendor interactions.
• Ability to work independently while effectively collaborating within a team environment.
• Knowledge of mechanical equipment drawings and equipment schedules is preferred
• Experience with CRM, ERP and QMS is preferred

Want to work with skilled people at the top of their game and play a part in developing state-of-the-art solutions? Picture yourself at Swegon North America, a workplace that celebrates diversity, encourages collaboration, and listens to your ideas. Join us and discover how work can be both fulfilling and fun.

Apply now to be a part of our dynamic team.

At Swegon North America we prioritize and value equity, diversity and inclusion. We are committed to providing a fair and equitable workplace creating an inclusive environment for all employees and prospective new team members. We are an equal opportunity employer and are proud of our diverse and inclusive workplace culture where everyone is welcome.

In accordance with the Ontario Human Rights Code, the Accessibility for Ontarians with Disabilities Act (AODA) and the Americans with Disabilities Act (ADA), Swegon North America offers reasonable accommodations for prospective candidates and employees with different abilities. Accommodations are available by request for candidates taking part in the selection process. If you require a specific accommodation, please contact our Human Resources Department at 416-291-7371.