Service Manager

3 weeks ago

Ottawa, Canada Noti-Secur, Inc. Full time

Reporting to the General Manager, the Service Manager is responsible to lead and coach a team of Field Technicians for the delivery of the fire and sprinkler equipment related calls, scheduled fire protection inspections and repairs, fit-ups, fire code retrofits and sprinkler installations.

The Service Manager is accountable for related resources, contracts, tools and supplies to ensure the work is efficiently and efficiently deployed.

**RESPONSIBILITIES**:
**1) Team Leadership**

The Service Manager will:
Be responsible for leading and coaching a team of Field Technicians ensuring that quarterly coaching evaluations are completed as required.

Ensure that all staff meet standard Health and Safety practices and regulations in accordance with The Occupational Health and Safety Act.

Create, schedule and implement cross-training of other field staff to improve skillsets.

Do site visits to ensure field staff are supported.

**2) Manage inspections, follow-up repairs and projects**

The Service Manager will:
Be responsible for supporting the inspection process to ensure all inspections meet the schedule dates and frequencies in accordance with the Ontario Fire code, Ontario Building Code and the National fire protection association.

Be responsible to ensure all emergency and regular service requests are scheduled completed and communicated to the customer.

Review and action after hours activities to ensure our customer needs are met.

Review and approve quotes when required.

Update inspection reports when deficiencies have been completed. coordinate with the project team, projects that have been awarded.

**3) Customer Service**

The Service Manager is professional and courteous with all current and prospective inquiries, feedback, complaints or concerns and escalations.

Ensures a high level of customer satisfaction that is achieved through constant and consistent attention to detail. The Service Manager establishes relationships and does follow-up customer service enquiries.

**4) Administrative Tasks**

The Service Manager will:
Generate reports from in-house data or through research to provide accurate cost/benefit analysis, including reviewing and analyzing work order/purchase order summaries with the General Manager.

Be responsible for providing advice regarding efficiencies on inspections and service-related expenses.

Assist the General Manager in establishing new or revised procedures related to customer services and service standards.

Solicit feedback from field technicians.

Work with handheld technology to track daily tasks and payroll.

Perform such other duties that may be assigned from time to time by the General Manager.

Review invoicing with accounting to ensure accuracy.

Review and approve timesheets.

**SKILLS AND KNOWLEDGE**
- High school diploma and post-secondary education in related field
- 5 years’ experience working in a Supervisory role, 5-8 years’ experience in fire prevention field would be an asset.
- Excellent oral & written skills in English
- Written & oral communication skills in French is a strong asset but not a requirement
- As a condition of employment, a valid and current Criminal Background Check is required as well as proof of Covid-19 vaccination.
- Proficiency in MS Office (Excel, Word, Outlook) and Vista management software
- Ability to multi-task, prioritize, and manage time effectively; ability to work independently and with mínimal supervision
- Strong attention to detail
- Proven customer service skills
- Knowledge of fire safety systems with a strong understanding of repairs and maintenance in the industry
- Understands procurement processes.
- Problem solving and judgment, technical know-how
- Valid Ontario Class G Driver’s License and daily access to a dependable, licensed vehicle.
- Experience and formal training combined with demonstrated performance and ability may substitute for stipulated academic requirement

**WORKING CONDITIONS**
- Frequent local travel, visiting sites and inspecting work
- Occasional entry into residents’ homes
- Competing demands may create stress
- This job implies the performance of repetitive tasks
- Exposure to noise, dust and fumes Secur Fire Protection offers an excellent compensation and benefits program.

Remuneration includes shared medical and dental coverage, profit sharing, tuition reimbursement for relevant industry accreditation and more. The salary range for this position is $70,000-$90,000/annum

Pay: $70,000.00-$90,000.00 per year

**Benefits**:

- Automobile allowance
- Dental care
- Employee assistance program
- Life insurance
- Paid time off
- Profit sharing
- Tuition reimbursement
- Vision care

Schedule:

- 8 hour shift
- Monday to Friday

Supplemental pay types:

- Bonus pay

Ability to commute/relocate:

- Ottawa, ON K1Z 5L3: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- supervisory: 5 years (required)
-

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