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Director of Service
4 months ago
At Food Service Solutions , we make it a priority to go above and beyond on all customer interactions. Therefore, as the Director - Parts & Service your position greatly impacts the way we conduct business and ultimately our customer’s satisfaction. By providing professional support to Food Service Solutions Inc.’s operations nationwide, your position is integral to the financial and sustained growth of our company.In this role, you are responsible for overseeing, leading, and coaching our parts and service staff to deliver exceptional customer service. You will build a strong team and shape staff behaviors to accomplished desired results. You will play a collaborative role in growing and implementing standards and processes, and as such, you will help strategize and monitor the daily activities of parts and service operations. In addition, you will manage parts sales and profitability, negotiate, and enforce labor rates with service companies, and handle warranty claims, service procedures and costs. Duties & Responsibilities: Develop and implement strategies to improve the efficiency and profitability of the parts and service departments.Set long-term goals and objectives, aligning them with the company's overall mission and vision.Oversee and assess parts and service staff activities, and provide them with regular performance-related feedback Prepare and manage budgets, ensuring cost control and financial performance.Train staff in areas regarding commercial kitchen equipment such as: combi ovens, high speed ovens, microwaves, range, etc., and company policies/proceduresProvide warranty and invoicing support – such as auditing and analyzing warranty claim data, to ensure that the warranty claim adheres to service policies and procedural requirementsRecruit, train, and manage staff, fostering a positive and productive work environment.Provide ongoing training and development opportunities to enhance team skills and knowledge.Liaise with service providers and technicians in the field to assist end users with equipment issues, as well as negotiate optimal labor rates with service companiesMaintain solid customer relationships by providing quick, courteous, and concise information delivered with a high degree of professionalismMaintain documentation of processes pertaining to parts and service department activitiesEstablish and monitor KPI’s for parts and service departments and staffInterface with and support service companies and customers across Canada & USAThis position does require travel when required to customers and/or suppliersTo carry out any other tasks which may be reasonably expected for the promotion and support of our businessAny other such duties as may be determined by your reporting ManagerPosition Requirements: Has superior verbal and written communication skills and demonstrates the ability to work effectively in teamsStrong planning and organizational skills, able to meet deadlines and handle multiple demandsIs committed to professional and client service excellenceDemonstrates exquisite people skills with a friendly customer-oriented approachAbility to recognize and react to changing work demandsProven ability to thrive in a fast-paced environmentDemonstrates leadership and people management skills including the ability to effectively coach and mentor employees at all levelsExtensive experience in parts and service management, with a proven track record of leadershipEducation, Experience, and Licensing Requirements: Bachelor’s degree in business administration, engineering, or equivalent 10+ years of work experience in a leadership position involving service to customersStrategic thinker with a results-oriented approach.Experience with Salesforce, CRM program, M@GIC, is an asset
