For the past 30 years, Continental Group has grown to become a leader in the medium/high voltage motor & generator repair services industry through our dedication to innovative technology, unequaled services, and top-end products. At Continental, our commitment is ensuring our customers’ needs are met with skill, diligence, and swiftness every time. That is why we employ only the best technicians, journeymen, engineers, sales, and support staff in the industry.

We are currently looking for a qualified and high performing Customer Success Manager to join our team. 

We are seeking a technically competent and customer-focused Manager to lead our service team with customers requiring electric motor testing and repair services. This role emphasizes customer support, technical consultation, and repair solution development. The ideal candidate will combine in-depth motor knowledge with good communication skills to guide customers through diagnostics, quoting, and the approval processes.

What you will be doing:

Customer Engagement & Technical Consultation

• Serve as the technical liaison between customers and the repair team, ensuring accurate interpretation of motor issues and needs.
• Engage with customers to diagnose problems, explain failure modes, and provide technically sound repair options.
• Create and present detailed quotes including scopes of work, pricing, and recommendations for AC/DC motor repairs, rewinds, and replacements.
• Conduct follow-ups to verify customer satisfaction and discuss future service needs.

Technical Support & Application Expertise

• Provide customers with guidance on proper motor application, installation, and maintenance practices.
• Interpret test results (surge, megger, vibration, core loss) and explain implications in customer-friendly terms.
• Support warranty claim investigations as needed.
• Stay current with EASA standards, CSA/NEMA specifications, and other best practices in the electric motor repair business.

Internal Leadership

• Work closely with Shop Manager and customer service representatives to clarify customer requirements and ensure customer requests and specifications are understood.
• Review inspection reports, photos, and test data with internal teams to finalize scope and timing.
• Act as the customer advocate in scheduling, delays, or purchasing issues impacting service expectations. Supervise and support the Inside Sales and Customer Service Representatives, ensuring alignment with technical service objectives and customer needs.
• Oversee quoting accuracy, lead follow-up, and customer communication protocols managed by the inside sales and CSR team.
• Conduct regular coordination meetings with inside sales and customer service personnel.
• Monitor response times, quotation turnaround, and customer feedback as key metrics for inside sales and CSR performance.
• Use your knowledge of electric motor failure modes, repair processes, and service history to generate or refine detailed quotations and service scopes.
• Lead the development of quoting standards and technical documentation used by the CSR and inside sales team.
• Review and approve all quotations prepared by inside sales, ensuring alignment with customer requirements, technical feasibility, and company pricing guidelines, as required.
• Act as the technical escalation point for the team, guiding them in interpreting customer issues and translating them into actionable repair scopes and quotations.
• Other duties, as required.

What we will give you:

• Competitive salary
• Paid day off on your birthday
• Full extended Heath & Dental Benefits
• RRSP matching
• Education funding opportunities
• Career advancement opportunities
• Fun team and company-sponsored functions

What we need from you:

Technical Skills

• Strong knowledge of electric motors (AC, DC, and synchronous etc.), repair methodologies, and diagnostics.
• Proficiency interpreting electrical/mechanical drawings and motor testing reports.
• Ability to explain complex technical concepts to non-technical audiences.

Professional Experience

• 10+ years in the electric motor repair industry.
• Direct experience interfacing with industrial or OEM customers in a service environment preferred.

Education

• Diploma in Electrical or Mechanical Engineering Technology, EMST Journeyman or equivalent experience.

Additional Competencies

• Excellent communication, and relationship management skills.
• Strong sense of accountability and customer service.
• Proven history in a leadership role with intercompany collaboration experience.
• Competent in using ERP/CRM systems and Microsoft Office Suite.

Working Conditions

• Office and travel to local customer sites may be required periodically.

Continental is committed to a diverse and inclusive workplace. Continental is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status.