Service Operations Specialist

20 hours ago

Mississauga Ontario CW, Peel region, Canada OSL Full time

It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.


The Company:

OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition. Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by 2025, enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation.


The Position:

We are currently seeking a Senior Specialist Service Operations. This role will be responsible for managing the Service Support Infrastructure. This role will develop and grow the network that ensures best in class service for client consumers and retailers, leading to the best in the best customer survey results. The incumbent is responsible to provide direction to the sales team for Service and ensure that service training programs, including technical and system, are developed and delivered to the service network. Ensure that all the necessary technical requirements are made available to our retail partners as requested.


What you’re responsible for:

  • Responsible for the operation of all authorized service centers including quality and customer service on a national scale.
  • Strategic planning and product quality monitoring to ensure best in class service.
  • Ensure that the Service Network is optimized for full product coverage across the country. Develop and carry out training programs.
  • Develop programs and processes that will ensure service calls are consistently handled more effectively, and the overall quality of the repairs are increased to industry benchmark levels.
  • Ensure all reports are completed on a daily, weekly and monthly basis.
  • Ensure that all KPI’s (redo repair, repair time, first time completion) are met as mandated.
  • Reduce the overall service expenses while simultaneously improving repair quality and customer service.
  • Access to new product information and products for use as samples for training.
  • Ability to achieve difficult KPI’s by gaining the consistent support and cooperation of the 3rd party service network.
  • Access to detailed “repair type” information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.


To join our team:

  • University degree or College equivalent in Business Administration, Engineering or HVAC
  • Strong proficiency in Excel, Word, PowerPoint and other MS Office applications
  • Good negotiating skills
  • Highly motivated to take on new tasks and responsibilities with excellent time management skills
  • 3+ years of experience as a technical trainer, assistant service manager, or service manager or a combination preferred
  • 3+ years of technical support experience with Home Appliance products preferred


What we offer:

  • A competitive base salary $80-87K plus bonus and other perks
  • Vacation plus additional flex days
  • Comprehensive benefits
  • Training and development opportunities to grow your career with one of Canada’s Best Managed Companies
  • A supportive workplace culture and work environment


If this sounds like you and you’re excited to be a member of our team, please apply now.


We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.


Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.


OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply.

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