Customer Service Manager - London, ON

Imagine yourself… 

• Doing meaningful work that makes an everyday impact on the world around you. 
• Growing your expertise and expanding your skillset with every project. 
• Owning your ambition and fueling your career growth. 

At Trojan Technologies, you have the power to make it possible. 

Trojan Technologies, a Veralto company, plays a vital role in making the various stages of the water treatment process more effective and efficient. Our products and services have applications across municipal wastewater, drinking water, environmental contaminant treatment, and residential water treatment, along with ultra-purification of water used in food and beverage manufacturing, pharmaceutical processing and semiconductor applications. 

When you join the Trojan Technologies team and the broader Veralto network, you become part of a unique culture where purpose meets possibility: where the work we do makes an everyday impact on the world’s vital water resources, and where you’ll have the power to deepen your skillset, own your ambition, and fuel your career growth. 

Reporting to the Senior Manager, Customer Service, the Customer Service Manager is responsible for leading and developing a high-performing customer service team while driving operational excellence and continuous improvement across the end-to-end customer experience.

This position is part of the Customer Service department located in London, Ontario, Canada and will be hybrid.

A portion of this role is to manage a team by providing leadership and drive strategic processes to establish a world class customer support organization. Responsible for providing a high level of support for all the department’s customers, both external and internal. (~75%).

A portion of this role is also responsible for driving Customer Health Index (CHI). Trojan’s enterprise framework for measuring customer health across the lifecycle. Through disciplined Daily Management, CHI integrates cross-functional performance indicators to enable early risk detection, prioritize actions, and drive sustained improvements in customer confidence, retention, and long-term value. (~25).

In this role, a typical day will look like:

• People & Cross-Functional Leadership: Ability to lead and develop teams through situational leadership and coaching, while effectively collaborating with cross-functional partners across Customer Service, Sales, Technical Support, Operations, Supply Chain, and Finance.
• Data-Driven Problem Solving & Continuous Improvement: Proven ability to analyze operational and customer data (e.g., CS Team, CHI, CSAT within Aria Filtra), identify trends and gaps, and apply structured problem-solving methods to drive sustainable process improvements.
• Operational & Order Management Excellence: Strong capability in managing order-to-delivery processes, prioritizing multiple tasks, organizing and ensuring efficient execution that supports a high-quality, end-to-end customer experience.
• Responsible for meeting department goals for productivity, quality and opportunistic sales by guiding and monitoring the team for adherence to current processes and goals.
• Develop a team to perform complex customer service roles and ensure standard work is defined.
• Constantly evaluates the current state for opportunities for continuous improvement. Achieve key performance indicators (KPIs) through visual management and countermeasures.

The essential requirements of the job include:

• Bachelor’s degree or post-secondary education in a related discipline
• 5+ years of customer-facing experience with progressive responsibility in a service, operations, or industrial environment
• 2+ years of people leadership experience, including direct supervision of a team
• Demonstrated experience managing order-to-delivery or order management processes in a complex environment
• Proven ability to analyze operational/customer data and drive measurable process improvements
• Experience working cross-functionally with multiple business functions (e.g., Sales, Operations, Supply Chain) to resolve customer issues

Trojan Technologies is proud to be part of the Water Quality segment of Veralto (NYSE: VLTO), a $5B global leader dedicated to ensuring access to clean water, safe food and medicine, and trusted essential goods. When you join Veralto’s vibrant global network of 17,000 associates, you join a unique culture and work environment where purpose meets possibility: where the work you do has an everyday impact on the resources and essentials we all rely on, and where you’ll have valuable opportunities to deepen your skillset, pursue your ambitions, and grow your career. Together, we’re Safeguarding the World’s Most Vital Resources™—and building rewarding careers along the way.

CANADA ONLY:

• The range below reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An associate’s position within the salary range will be based on several factors, including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

• The compensation range for this role is $80,000 - $90,000 CAD per year. This job is also eligible for bonus pay.

• We offer a comprehensive package of benefits, including paid time off, medical/dental/vision insurance to eligible employees.

• Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

• Apply Insights – Listen to stakeholders, apply critical thinking, and cultivate breakthrough operational results.
• Instill Trust – Act with integrity, transparency, and accountability.
• Deliver Results – Translate strategy into execution, champion continuous improvement, and drive sustainable outcomes.
• Win as a Team – Promote collaboration, empower diverse perspectives, and foster inclusion and well‑being.

At Veralto, we value diversity and the existence of similarities and differences, both visible and not, found in our workforce, workplace and throughout the markets we serve.  Our associates, customers and shareholders contribute unique and different perspectives as a result of these diverse attributes.
 

Unsolicited Assistance

We do not accept unsolicited assistance from any headhunters or recruitment firms for any of our job openings. All resumes or profiles submitted by search firms to any employee at any of the Veralto companies, in any form without a valid, signed search agreement in place for the specific position, approved by Talent Acquisition, will be deemed the sole property of Veralto and its companies. No fee will be paid in the event the candidate is hired by Veralto and its companies because of the unsolicited referral.