Service Contract Manager

Job Title

Service Contract Manager

Job Description

POSTION SUMMARY:

Vanderlande is the global market leader in baggage handling systems for airports and sorting systems for parcel and postal services. The company is also a leading supplier of warehouse automation solutions. Established in 1949, Vanderlande has over 11,000 employees, of whom 1,900 are in North America, all committed to moving its customers’ businesses forward at diverse locations on every continent. With a consistently increasing order intake of more than 1 billion euros, it has established a global reputation over the past seven decades as an exceptionally reliable partner for value-added automated material handling solutions.

Vanderlande has recently built a large advanced automated warehouse for one of the largest retailers in the world in Canada.

You will play a pivotal role in our support of this state-of-the-art warehouse. You will be responsible for all teams on-site and ensure the coordination between all their different activities

The ideal candidate for this position has a strong understanding of warehouse operations, is comfortable with high-tech systems and automation, and is committed to maintaining the highest standards of safety and efficiency.

This role is crucial to our mission of providing the best service to our customer to make sure their business can thrive in Canada.

Essential Functions (Job Duties and Responsibilities):

• Service Contract Oversight
  Manage execution of active service contracts, monitor KPIs and customer satisfaction, and drive continuous improvement initiatives.

• Cross-Functional Coordination
  Collaborate with Engineering, IT/OT, Commercial, and Procurement teams to ensure seamless service delivery and identify growth opportunities.

• Escalation
  Serve as the escalation point for customer concerns while providing guidance and alignment across internal teams

• Site-based team leadership

Create a thriving and safe workplace through clear direction, ongoing coaching, and proactive safety leadership that unlocks team potential and consistent results.

• Commercial relationship

Act as a fair and transparent counterpart to the key customer—proactively communicating, resolving issues, and protecting both parties’ interests while honoring contractual commitments.

Required Education and Experience:

• Minimum of 5 to 8 years in a similar role, ideally within a technical, industrial, or logistical environment.
• Proven ability to manage and optimize service contracts,
  • Acting as the client’s representative towards the company
  • Acting as the Vanderlande representative towards the client

Other Requirements:

• Valid Driver license

Preferred Qualifications:

• Warehouse Operations experience
• Conveyor services or material handling services experience

Knowledge-Skills-Abilities (Competencies)

• Affinity with IT and cybersecurity is considered a plus, especially for customer-facing
• Flexibility with time, able to shift priorities quickly based on staff and system needs
• Team player with strong verbal and written communication skills with internal and external stakeholders
• Customer and service oriented
• Working knowledge of computers and equipment
• Ability to solve problems under pressure
• Pro-active attitude towards process improvement
• Working in a stressful environment

Position Type/Expected Hours of Work:

Full time position; Monday through Friday, 8:00 a.m. to 5 p.m. With the expectation to manage a 24/7 operation.

Travel:

This position requires occasional travel

Supervisory Responsibility:

This position has supervisory responsibilities.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Salary range:

This is a full-time position, eligible to receive a base salary and to participate in an annual performance bonus program. The salary range listed represents the maximum and minimum starting base pay for this position as of the time of posting. Final salary offered will be determined based on factors including but not limited to the candidate's skills and experience. Salary range for this position is CAD$130,000 to CAD$155,000.