Service Manager

6 months ago

Barrie, Canada Napoleon Home Comfort Full time

Napoleon leads the way with innovative engineering, advanced manufacturing techniques, unsurpassed customer service and remarkable product quality. Our award-winning products offer a best-in-class experience for all customers’ home comfort needs. While we are proudly Canadian, Napoleon is also fortunate to operate on a world-side scale.

The warmth and experience that a Napoleon product brings to the homes of our customers transcends borders, language, and cultures to enhance everyday living across the globe. Throughout North America, Europe, South America and Asia, Napoleon creates memorable moments through our stunning designs and innovative technologies.

**Title: Service Manager - Napoleon Home Comfort**

**Reports To: Director of Retail Operations**

**Job Purpose**: The Service Manager NHC is responsible for controlling inventory and monitors all operational expenses to ensure Napoleon Home Comfort achieves the highest level of profitability without compromising customer service.

Responsible for managing and directing all aspects of the installation process of NHC from cradle to grave from the completion of the sale at NHC to the installation at the customer's home.

**Key Responsibilities**:

- Develop and implement a service program using our existing customer base
- Grow the service department to meet industry bench marks
- Manage and control all costs associated with the Service, Installation and Warehouse department
- Work closely with the Sales department to develop a natural transition to have Sales Associates sell the Service program while securing the product sales
- Increase department profitability and efficiency
- Provides input on all business decisions related to the department. Ensure seamless alignment on all Retail, Service and Installation initiatives
- Drive flawless execution of Retail corporate initiatives to ensure resources are used effectively in all operational processes and areas
- Manage the installation schedules, service calls and site meetings in scheduling software
- Manage the daily activities of the Installation dispatch and Warehouse Associates.
- Conduct meetings weekly to review activity reports and determine if there are any high-frequency issues that can be managed through training programs or equipment modification
- Drive the service and installation department by providing direction and leadership to ensure customer satisfaction and job efficiency. Provide the best customer service to promote the growth of the business.
- Resolve escalated customer issues and complaints to ensure customer satisfaction
- Recommend work measures to improve productivity
- Responsible for training, coaching and mentoring the staff with the objective of enhancing the customer service experience at NHC and reducing associate turnover. Conducts performance reviews as required.
- Develop an operating budget for the Service and Installation departments each year with clear goals and KPI’s.
- Manage all warehouse inventories and establish a benchmark level that minimizes our investment without affecting customer service.
- Provides input on all business decisions related to the department.

**Education & Experience**:

- Preference will be given to those who have a College Diploma or University Degree in Business, Heating Refrigeration and Air Conditioning Technician and/or equivalent experience. Must have a High school Diploma.
- Must have a minimum of 5 years Management experience within a Trades or similar industry
- Prior experience managing trades and job sites is considered an asset
- G2 license is considered an asset.
- Proficient with MS Office, and an ability to learn other software.

**IGNITE YOUR CAREER,** Some of our competitive benefits include:

- Competitive Compensation / Wages
- Medical, dental, and vision insurance
- Retirement Savings Plan (RRSP/DPSP)
- Tuition reimbursement
- Life insurance and disability coverage
- Associate Purchase Programs, Product Discounts, In-house Sales
- Appreciation Events, Raffles, Draws, Fundraising, BBQ’s, Competitions
- Napoleon Cares - Associates helping Associates.
- Employee Assistance Plan
- Napoleon Recognition Program
- GOevisits, virtual doctor visits
- And more

The Napoleon Group of Companies is committed to fair and accessible employment practices that attract and retain Associates with disabilities. This includes providing accessibility across all stages of the employment cycle. Accommodation is available upon request.

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