Service Manager

2 weeks ago

Edmonton, Canada Simson Maxwell Full time

We are looking for a dynamic Service Manager to join the Simson-Maxwell team in our Edmonton, AB location.

Simson-Maxwell has been selling industrial solutions for over 80 years and is a leading Canadian Company in manufacturing, sales and service of standby and prime power generator systems and industrial engine solutions. Today, Simson

**POSITION OVERVIEW**:
The service manager is to provide service department management at the Edmonton branch of Simson Maxwell. This includes: safety, operations, customer service, financial performance, people management and goal setting. The responsibilities are outlined below.

**EFFECTIVE DATE**:
**TERMS**:

- Permanent, Full-Time, Salaried
- Monday - Friday - 1/2 hr lunch break
- Vacation entitlement: In accordance with Simson Maxwell’s “Human Resources Policies & Procedures.”
- Upon successful completion of probation, group benefits are offered.

**RELATIONSHIPS**:
The Service Manager of Simson Maxwell will develop and maintain good business and/or working relationships with the following:

- Customers and prospective customers
- Suppliers and sub-contractors
- Corporate Management, Parts Manager
- Other Simson Maxwell Staff

More specifically:
**SUPERVISOR**: Director, Service Operations

**SUPERVISES**: Service Coordinator(s), Field Service Technician(s) and In-house Service Technicians, Service /PM Coordinators

**INTERNAL CUSTOMER(S)**: Simson-Maxwell team members, Corporate Head office, and other Simson Maxwell branches

**INTERNAL SUPPLIER(S)**: Parts Team

**EXTERNAL CUSTOMER(S)**: Simson Maxwell customers, General public

**EXTERNAL SUPPLIER(S)**: Suppliers, Sub-contractors

**OUR COMPANY CORE VALUES**
- Safety - We prepare, prevent, protect, and respond to ensure our people and facilities are safe and more productive.
- Team Oriented - We create opportunities for our team members to build relationships and trust with each other, to ensure the entire team works well together.
- Flexible - We demonstrate the willingness to change course to achieve our goals.
- Fun - We generate a supportive work environment that creates memorable experiences for all stakeholders.
- Respect - We treat ourselves and others with high regard and consideration.
- Customer Focused - We are dedicated to delivering a great customer experience and building strong customer relationships.

**PRIMARY RESPONSIBILITIES**:
The Service Manager will be responsible and accountable for the management of the entire Edmonton service department, including:

- Branch safety compliance
- Operations and operational performance
- Customer Service
- Financial Performance
- Human Resource responsibilities
- S.M.A.R.T. Goal Setting

**SAFETY**
- Orientation
- Equipment
- Training
- Safety Program Participation

**OPERATIONS**

Effectiveness
- Application of good business practice (kitting, route/area planning, dispatching, site surveys, service agreements, fleet maintenance )
- Ensure service work is carried out competently
- Hold monthly service technician meetings

Efficiency
- Efficient use of equipment
- Efficient use of labor
- Minimize work in progress (WIP)

Tools

Housekeeping

**CUSTOMER SERVICE**

“Walk In” Customers
- Ensure customers arriving on-site are addressed in a timely and professional manner

“Call In” Customers
- Ensure all telephone inquires regarding service are handled in a timely and professional manner

“24/7” Service
- Ensure that 24 hour/day, 7 days/week service is available to existing and potential customers

Preventative Maintenance Customers
- Ensure all inquiries from potential customers are satisfied
- Follow up on requests

Potential Customers
- Ensure all inquiries from potential customers are satisfied
- Follow up on requests

Service / Trouble call Customers
- Ensure “trouble calls” receive priority response

Estimating / Quoting
- Ensure customers and other branches receive service estimates / quotes in a timely and professional manner

Warranty Administration
- Ensure warranty work is performed and reported as per OEM instructions
- Work with corporate warranty manager on reimbursement of warranty work performed

**FINANCIAL PERFORMANCE**

Revenue Growth
- Promotional activities related to increasing service revenues
- Maintain information on service target market
- Reach revenue growth targets developed in conjunction with senior management

Gross Margin
- Ensure jobs are accurately costed for accounting purposes
- Review jobs which did not meet profitability expectations
- Reach revenue margin targets developed in conjunction with senior management

Cost Control
- Provide cost forecasts and budgets for the service department
- Review and approve expenses incurred in the department
- Maintain control of fixed and variable costs to budget expectations

Budgeting & Business Plan
- Provide an annual budget for the department, including revenue, cost of goods, overhead costs, and expected profit
- Provide requests for capital expenditures with c

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