Service Provider Manager

3 months ago

Lachine, Canada MAAX Bath Inc. Full time

Under the guidance of the Director - Technical Service, the Service Provider Manager is responsible for the growth and retention of a qualified network of Service Providers within a defined geographical region.

Negotiate and work with Service Providers to establish relationships and partnerships creating a mutual benefit for both American Bath Group and the independent Service Provider.

The Service Provider Manager has a principal objective to ensure Service Providers understand their contractual requirements while improving service levels and repair quality for ABG customers.

Responsible for managing contracts (labor rates) with new and established Service Providers including reviewing KPI performance with Service Providers for continued improvement resulting in potential additional work.

**Primary responsibilities**
- Contract Compliance and Pricing - Ensure independent Service Providers understand terms and conditions of the agreement. Negotiate competitive labor rates to remain competitive; meet insurance requirements while at the same time remain within ABG corporate standards.
- Partnership and Performance Reviews - Conduct regular reviews based on KPI’s and quality control audits based on established compliance requirements and contract terms. Address service/performance issues identified by our mutual customers and ABG employees.
- Territory Management - Recruitment and retention of independent Service Providers providing on site repair service on behalf of American Bath Group while at the same time, maximize their Service Levels aiming at increasing Customer Satisfaction.
- Capacity Planning - Working with the Service Provider, identify technical capabilities of the company; number and skill level of technicians and evaluate potential additional business they are capable of adding to their existing business.
- Communication Management - Creates regular communication to Service Providers advising of procedures implementation and changes.
- Reporting - Produce, input and update various documents and reports related to the network performance indicators; verify the accuracy of the data and ensure distribution to appropriate members.
- Policies & Procedures - Recommends, writes, implements and updates policies and procedures in a timely manner to improve customer satisfaction while at the same time, remain within established corporate objectives.
- Other duties assigned by the immediate superior.

**Professional skills**
- 5 years of experience
- Analytical skills
- Leadership
- Negotiation skills
- Advanced level using MS Office
- Good communication skills
- Bilingual
- Autonomous
- Meticulous and rigorous
- Customer and people oriented
- Punctuality and flexibility
- Ability to work under pressure
- Professional and mature
- Handy type of individual
- ERP experience (an asset)
- Plumbing knowledge (an asset)

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Company events
- Company pension
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Vision care
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Lachine, QC H8S 2L3

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