Director of Service
2 weeks 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/procedures
- Provide warranty and invoicing support – such as auditing and analyzing warranty claim data, to ensure that the warranty claim adheres to service policies and procedural requirements
- Recruit, 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 companies
- Maintain solid customer relationships by providing quick, courteous, and concise information delivered with a high degree of professionalism
- Maintain documentation of processes pertaining to parts and service department activities
- Establish and monitor KPI’s for parts and service departments and staff
- Interface with and support service companies and customers across Canada & USA
- This position does require travel when required to customers and/or suppliers
- To carry out any other tasks which may be reasonably expected for the promotion and support of our business
- Any other such duties as may be determined by your reporting Manager
Position Requirements:
- Has superior verbal and written communication skills and demonstrates the ability to work effectively in teams
- Strong planning and organizational skills, able to meet deadlines and handle multiple demands
- Is committed to professional and client service excellence
- Demonstrates exquisite people skills with a friendly customer-oriented approach
- Ability to recognize and react to changing work demands
- Proven ability to thrive in a fast-paced environment
- Demonstrates leadership and people management skills including the ability to effectively coach and mentor employees at all levels
- Extensive experience in parts and service management, with a proven track record of leadership
Education, 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 customers
- Strategic thinker with a results-oriented approach.
- Experience with Salesforce, CRM program, M@GIC, is an asset
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