In this role, I report to General Manager; supervise, mentor, and train 2 Technicians in phone support and providing solutions to new customers. I work with manufacturers to develop and move new products through CSA certification process to ensure efficient product launches. I provide exemplary technical support to all dealers, distributors, and consumers. I facilitate bi-weekly technical staff meetings to establish goals and discuss improvements. ***Value Added***✔Created comprehensive parts manuals with coding system for products, enabling quick, accurate referencing, trouble-free ordering of appliance components, and ability to track parts sales history.✔Developed transportation network, combining brokers and standard carriers, to handle all outgoing shipments across North America; established rates and managed project from initiation to completion.✔Sourced, implemented, and modified Freshdesk database system to track comprehensive data so up-to-the-minute reports could be generated. ✔Facilitated modifications on existing products to meet CSA certification guidelines.✔Created technical support material including PowerPoint presentations, text guides, PDFs, and videos. ✔Established processes with manufacturers to ensure smooth, cost-effective transition of new products into offerings lineup.✔Liaised with Canadian Standards Association field inspectors to oversee product testing standards and ensure accurate referencing of test results and quick sourcing of field inspection reports and other CSA documentation.✔Troubleshot and resolved brand gas range failures; developed and instituted work-around to reduce product returns.✔Designed and adopted direct vent system for fridge line-up, and obtained CSA certification. ✔Collaborated with 3rd-party HR Consultants to quickly fill technical department staff shortage.