Technical Resolution Team Lead

Here We Grow Again! Technical Resolution Team Lead (Hybrid - St. Thomas, ON Office)

Build your future with Masco Canada!

At Masco Canada, we’re passionate about delivering innovative solutions and exceptional customer experiences. We’re looking for a Technical Resolution Team Lead to join our Customer Solutions team. If you enjoy solving complex technical problems, thrive in a dynamic, collaborative environment and are excited to lead and develop a team, we want to hear from you.

WHAT YOU WILL DO

The Technical Resolution Team Lead leads our team of technical resolution specialists and is the senior escalation expert for complex customer issues, product performance investigations and installation-related failures. The Team Lead sets priorities, coaches the team and personally owns the most critical customer situations, partnering with Technical Services, Quality Assurance and Sales to drive timely resolution.

PRIMARY RESPONSIBILITIES

• Lead the team day to day – setting priorities, balancing workload and assigning escalations.
• Act as the team’s first escalation point and own the most critical customer situations.
• Train, mentor and coach team members, and lead onboarding for new hires.
• Provide input on performance, development plans, hiring and recognition.
• Monitor team KPIs – resolution time, backlog, repeat issues and customer satisfaction.
• Direct troubleshooting with contractors, installers, builders and distributors to find the root of each issue.
• Partner with Quality Assurance on root cause analysis and corrective and preventive actions.
• Coordinate cross-functional resolution and keep customers and leadership informed.
• Lead process improvements, technical bulletins, troubleshooting guides and training materials.

WHAT YOU WILL BRING

• Five or more years in technical support, field service, quality, warranty or similar technical roles.
• Two or more years leading, mentoring or coordinating a team, formally or informally.
• College diploma in a technical discipline, or equivalent education and experience.
• Bilingual (English and French) is preferred
• Strong troubleshooting, diagnostic and root cause analysis skills; electrical experience is an asset.
• Experience with plumbing, water delivery, bathing or building products is preferred.
• Strong written and verbal communication with technical and non-technical audiences.
• Leadership — coaches, delegates and builds engagement and accountability across the team.
• Problem solving — works through complex, multi-step technical issues to a clean resolution.
• Ownership and accountability — sees issues through to close and holds the team to the same standard.
• Customer focus — stays calm under pressure and communicates proactively.

WHAT'S IN IT FOR YOU

• Competitive Rewards and Compensation
• Defined Contribution Registered Pension Plan (optional) with employer matching
• Deferred Profit-Sharing Plan (DPSP)
• Benefit insurance coverage from Day 1, including health, dental, and travel insurance
• Employee Assistance Program (Dialogue) – access to health and wellness resources
• Employee Store, Employee Purchase Program, Dell Discount Program, GoodLife Fitness Discounts, and more
• 2 paid volunteer days to support the communities we live and work in
• Opportunities for development and growth, including Onboarding, Buddy and Mentoring programs, LinkedIn Learning, and other virtual and in-class learning opportunities
• Participation in employee-led committees such as the Wellness Committee, Masco United (Inclusion & Belonging Committee), Philanthropy Committee, Organizational Pulse Committee, or employee impact groups

WHY JOIN MASCO CANADA?

• Over a Century of Excellence – With more than 120+ years of experience, Masco Canada has established itself as a leader in the building and home improvement industry.
• Diverse Brand Portfolio – We proudly offer 12+ brands delivering 20,000+ innovative water solutions, shaping the future of plumbing and home improvement.
• Innovative Solutions – Our commitment to cutting-edge plumbing and water technologies keeps us at the forefront of the industry.
• Collaborative & Inclusive Culture – We foster an environment where all employees are valued, respected, and empowered to contribute and grow.
• Opportunities for Growth – We support continuous learning, career development, and professional growth, helping you achieve your full potential.
• Making an Impact in Our Communities – We believe in giving back and actively supporting initiatives that make a difference in the communities where we live and work.

Join us at Masco Canada, where your contributions drive innovation, excellence, and positive change!

Masco Canada delivers innovative water solutions to the building and home improvement markets in Canada. We have been inspiring Canadian homes, communities, and lives for more than 120 years. Throughout this journey, our business has remained steadfast in its commitment to strong values and dedicated individuals, striving to enhance the well-being of our team members, customers, and communities alike. With over 600 employees, our diverse and talented workforce drives our continued success and impact.

To learn more about Masco Canada and to apply to this opportunity, visit www.mascocanada.com

Please note: Masco Canada has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical need, please contact Human Resources at [email protected] so that arrangements can be made for the appropriate accommodations to be in place before your first step of the selection process.

Hiring Range: $59,000.00 - $77,000.00 CAD

The salary range shown reflects the expected annual base salary for this open position, plus other wage amounts such as annual bonus, profit sharing, and commissions.

Actual compensation may vary based on various factors including experience, education, geographic location, and/or skills.

Masco Canada may use automated and AI-driven tools to screen, assess, and/or select applicants, and by proceeding with the application process, applicants give their express consent to such use by Masco Canada.

This posting represents an active vacancy for which the company is currently recruiting.

Company: Masco Canada

Masco Canada (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Masco Canada may use automated and AI-driven tools to screen, assess, and/or select applicants, and by proceeding with the application process, applicants give their express consent to such use by Masco Canada.

This posting represents an active vacancy for which the company is currently recruiting.

Company: Masco Canada

Masco Canada (the “Company”) is an equal opportunity employer and we strive to employ the most qualified individuals for every position. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all people involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.