Regional Manager

1 month ago

Edmonton, Canada Startec Full time

**ABOUT US**:
Startec Refrigeration Service is focused on solving your field refrigeration and HVAC challenges and is one of the most trusted and respected names in commercial, and industrial refrigeration, and HVAC system installation and maintenance. We service cold storage, meat packing, food processing, and recreational ice facilities throughout Western Canada.

**BEHAVIORAL ASSESSMENT**:
**POSITION OVERVIEW**:
Startec Refrigeration Service is currently recruiting for a **Regional Manager (Northern Alberta)** to work at our Edmonton, AB location _(10029 56th Avenue NW Edmonton, AB T6E 5L7)._ The Regional Manager is responsible for overseeing and managing the operations and performance of a specific region. Reporting to the President, the Regional Manager’s role involves leading a team of Refrigeration Mechanics, Refrigeration Mechanic Leads, Coordinators, and Administrators to coordinate operational activities, drive business growth, and ensure customer satisfaction to achieve financial targets.

**KEY PERFORMANCE INDICATORS (KPI)**:
**BUSINESS OPERATIONS & SYSTEMS **(Weighting 40%)**:
**_ Day-to-Day Operations _**:

- Exercises general operational authority in the absence of or under the direction of the President.
- Manages the day-to-day running of a specific area, region, or division under the Startec Refrigeration Services company.
- Responsible for the profitable operations of the specific area, region, or division by analyzing financial statements and other indicators of performance to assess standing and financial position.
- Engages in negotiations, with agreed limits, to generate lucrative contracts/agreements or build beneficial relationships with companies and individuals. The Regional Manager will obtain approval from the President to enter into an agreement that affects areas or other branches outside of their jurisdiction.
- Delivers administration support to Startec Service personnel in their designated jurisdiction.
- Works with the executive and management team to ensure efficient allocation of resources in his or her jurisdiction.
- Ensures facilities are managed, maintained, and controlled effectively.
- Ensures all internal operational changes are planned, communicated, and executed to agreed stakeholder expectations.
- Reviews implements and enforces processes and systems to improve efficiency and effectiveness.
- Approve warranty and other related requests.

**_Invoicing & Billing Management _**:

- Oversee the end-to-end invoicing and billing processes within the region, ensuring accuracy, timeliness, and adherence to company policies and procedures.
- Develop and implement standardized invoicing and billing practices to streamline operations.
- Monitor billing activities and ensure invoices are generated and delivered to customers on schedule.

**_ Billing Discrepancy Resolution _**:

- Investigate and resolve billing discrepancies and customer inquiries in a timely and satisfactory manner.
- Collaborate with other departments, such as sales, customer service, and finance, to address billing-related issues.
- Implement corrective measures and process improvements to prevent future billing discrepancies.

**_ Delinquent Account Management _**:

- Maintain positive relationships with customers while ensuring timely payment of outstanding balances.
- Handle escalated customer inquiries, disputes, and complex collection cases professionally and efficiently.
- Identify and address root causes of delinquency, working with internal stakeholders to improve customer experience and prevent future delinquencies.

**_ Reporting & Analysis_**:

- Monitor service performance indicators and implement measures to improve service quality and customer satisfaction.
- Prepare and submit regular service performance reports to senior management, highlighting key metrics and achievements.
- Analyze service data to identify trends, opportunities, and areas for improvement.
- Financial/progress reporting to the executive team
- Provide insights and recommendations to enhance service operations and customer satisfaction.
- Provide regular updates to senior management on billing performance and key insights.

**CUSTOMER SERVICE & EXPERIENCE **(Weighting 30%)**:
**_ Customer Experience _**:

- Develop and maintain effective relationships with customers, suppliers, employees at the branch and corporate offices, and the community.
- Managing the daily operations of the branch/region/division, recognizing what is in the best interest of the branch and company, and making decisions accordingly.
- Keeping ahead of developments in customer service by reading journals, going to meetings, and attending courses
- Provide assistance and advice to customers either directly or through the use of internal resources.
- Complete feedback surveys from local clients in the region; reviewing trends and reporting findings to the executive team.
- Management of the local customer service experience by establishing, impleme

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