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 D