Support Manager

Job Description

Job Description

iM3 has become a leader in veterinary dental products, known for innovation, industry firsts, and education. With locations in Sydney, Vancouver, and Co Meath, iM3 supplies affordable, high-quality dental equipment worldwide. We design, develop, and manufacture advanced veterinary dental machines, instruments, X-rays, and consumables, with a strong focus on continuing education. iM3 offers expert after-sales support, and our specialized team ensures reliable advice. Trusted by leading dental specialists globally, iM3 products are highly recommended worldwide.

POSITION SUMMARY

The Support Manager plays a central role in maintaining customer satisfaction and ensuring that repaired products meet required quality standards before returning to clients. This role oversees the daily operations of a facility handling the repair and maintenance of products or equipment, monitors quality control, addresses customer inquiries and concerns, and ensures compliance with safety and regulatory standards. The Support Manager supervises staff and interacts directly with customers, addressing concerns and ensuring satisfaction throughout the repair process.

COMPENSATION & POSITION DETAILS

Compensation

$78,000 - $82,000

Schedule

Full-Time M-F

Effective Date

To be determined

Benefits

Medical, vision, and dental coverage • 401(k) with up to 3% match after 12 months • 9 paid holidays + 1 floating holiday • 1 week paid vacation at the 1-year mark

DUTIES AND RESPONSIBILITIES

• Manage the Support Department’s service tickets using task management software, ensuring calls and repairs in the queue are processed by the Support Team in a timely manner.
• Generate repair and warranty-related return authorizations, and inspect equipment returns for defects or usage — including evaluating turbines returned under warranty, documenting findings, and keeping the Production Manager informed of defective inventory.
• Manage the determination of warranty coverage on replacement parts and expedited shipping, consulting with the management team as needed.
• Produce and maintain updated versions of Service SOPs and other documentation relevant to the Service Department or parts (e.g., reference points used by Sales and Support).
• Maintain the Support Department’s loaner equipment digitally within the company’s ERP system, in addition to physical maintenance and inspection of all company loaner equipment.
• Keep the Production, Warehouse & Support Manager apprised of customer escalations related to the Support Department, serving as first point of contact and escalating as necessary.
• Work with the Production, Warehouse & Support Manager to set repair documentation standards in accordance with company policies and procedures.
• Perform weekly audits of the Support Department’s orders within the ERP system to ensure timely processing, and notify relevant employees of items requiring attention.
• Assist the Production, Warehouse & Support Manager in updating company-wide documentation, such as customer instructions or user manuals.
• Act as the primary point of contact for challenging repairs, repair follow-ups, and unique customer cases via phone, email, and/or video call.
• Serve as first point of contact for Distribution Reps, Technicians, and Territory Managers on technical inventory questions, including pricing and part compatibility.
• Provide one-on-one follow-up with Support Department team members on order errors, coaching on ERP procedures and customer service as needed.
• Perform additional tasks as assigned by the Production, Warehouse & Support Manager.

QUALIFICATIONS

Required

• 1–2 years of related experience or equivalent.
• Basic competence in the duties and tasks of supervised employees.
• Strong organizational, problem-solving, and analytical skills.
• Ability to manage priorities and workflow.
• Excellent customer service and interpersonal skills.
• Demonstrated ability to supervise and motivate staff.
• Good judgment with the ability to make timely, sound decisions.
• Creative, flexible, and innovative team player.
• Commitment to excellence and high standards.
• Excellent written and verbal communication skills.
• Versatility and flexibility to work within changing priorities and enthusiasm for doing so.
• Proficiency in Microsoft Office.
• Working knowledge of basic principles, theories, concepts, and practices within the applicable engineering/technical specialization.

Preferred

• Production experience, preferably in the precision equipment industry.
• Familiarity with Microsoft Office (Word/Excel/Outlook) and Microsoft 365.
• Small equipment or electrical repair experience.
• Phone support or call center experience.

COMPETENCIES

• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to a positive team spirit; supports everyone’s efforts to succeed.
• Professionalism – Approaches others tactfully; reacts well under pressure; treats others with respect regardless of status or position; accepts responsibility for own actions; follows through on commitments.
• Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; continuously builds knowledge and skills; shares expertise with others.
• Managing People – Includes staff in planning and decision-making; takes responsibility for subordinates’ activities; provides regular performance feedback; develops subordinates’ skills; fosters a quality focus and continually improves processes.
• Safety and Security – Observes safety and security procedures; determines appropriate action beyond guidelines; reports unsafe conditions; uses equipment and materials properly.
• Adaptability – Adapts to changes in the work environment; manages competing demands; adjusts approach to fit the situation; handles frequent changes, delays, or unexpected events.
• Attendance/Punctuality – Consistent and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Occasionally required to stand, walk, climb, balance, bend, stoop, kneel, or crawl.
• Continually required to sit.
• Continually required to utilize hand and finger dexterity.
• Continually required to talk or hear.
• Continually required to use visual acuity to operate equipment, read technical information, and/or use a keyboard.
• Occasionally required to lift/push/carry items up to 50 pounds