Interview with Roxanne, After-Sales Service Advisor

What has your career path looked like, Roxanne?

I studied Agricultural Business Management at Cégep de Lévis-Lauzon. I grew up on a dairy farm, so that field really interested me and my initial goal was to work in agriculture. At the same time, I was working at the Ashton restaurant in Saint-Nicolas. After finishing my studies, I stayed in the restaurant industry while helping out on the farm when needed, just to keep one foot in the field.

After seven years of service, a job opportunity came up to work on a dairy farm on Vancouver Island. I applied, got the position and left on my own with my suitcases to work there for almost a year. It was an amazing experience!

When I returned to Québec, I went back to Ashton until my partner and I decided to move to Thetford. After moving, I found a job at a local bakery, but a month later I was hired at the brand-new Canac store that was about to open. That job was extremely formative for me. I worked there for about five years in plumbing and electrical, and occasionally at the building materials counter. 

Then, two children later, priorities changed. That’s when I decided to leave that position and join Isothermic.

You’re an advisor on the after-sales service team. What does a typical day look like for you?

When I arrive, I start by going through emails and messages left for us, returning calls and following up. If needed, I handle service cases that require additional action.

Every day, I complete an error-tracking table for all services performed by technicians. Once that’s done, we open new service requests. We need to make sure the information received is accurate and that all necessary materials are sent to the technicians so they can do their job properly. Sometimes, we also have to contact suppliers or colleagues — either in the offices or at the factory — to clarify certain details.

We also handle service payments. Once a week, I plan the technicians’ routes. There are lots of small tasks involved, so there’s never a dull moment!

What do you enjoy most about your job?

The challenge of responding effectively to customer requests. Every situation is different, and there are many parts and details to assess. I also really appreciate the team cohesion within the after-sales service department and the support from other departments.

And of course, the schedule works perfectly for me as a mom of two young children.

What is the most important value in your life?

Balance. No matter where you are in life, I believe it’s essential to find it. You don’t want to fall into extremes.

How would you describe the way your after-sales team works together?

You have to be methodical and consistent. We all need to work the same way so that we can easily trace a service history — even if we weren’t the ones who originally opened the request.

Which song best describes you, or one you often sing?

Good question! I asked my high school friends, and they suggested Eye of the Tiger because they say I never give up… and also some Bryan Adams!

The movie that left the biggest impression on you?

That’s another good one! I’d say the Indiana Jones series and Back to the Future.

Your favourite sports — the ones you couldn’t live without?

I love playing dek hockey and ringette. During my pregnancies, I had to stop, and I really missed it! I also played hockey for many years. For me, what matters most is staying active.

How do you unwind and take care of yourself while balancing motherhood, work and sports?

Sports, obviously! I also enjoy going for walks. And otherwise, I love triviastyle games like Au suivant or Le tricheur.

Why did you choose Isothermic?

Because it allows me to stay in the construction and building materials industry. I like the fact that we’re constantly looking for solutions and learning new things every day.

I also really appreciate the company’s values, the flexible schedules that allow me to spend more time with my family, and the location of the offices and factory, which are very close to home. If an issue comes up in production, we can go directly to the factory to see what’s happening.

At Isothermic, Roxanne brings her experience and energy to delivering efficient, human-centred after-sales service. Between professional challenges, a passion for sports and family life, she finds her balance and thrives in a role that truly reflects who she is. A great example of how every unique path can lead to a fulfilling and rewarding career.