Building Automation Service Lead

5 days ago

Mississauga, Canada Convergint Technologies Ltd Full time

Convergint is currently recruiting for an Automation Service Lead position in our Toronto location. As an Automation Service Lead, you will be responsible for maximizing customer satisfaction by effectively executing all Convergint commitments on Customer Service Programs (CSPs), time and material work, parts sales and other service duties. The position typically supervises Service Technicians and is responsible for the effective management of resources, costs, safety, quality assurance and customer satisfaction for the delivery and expansion of the existing service base. The financial impact is measured in the growth and delivery of Service products in the local market.
**Who You Are**
You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home.
**Who We Are**

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.
**What you’ll do with “Our Training and Your Experience”**
- Oversees all elements of service and quoted work orders along with CSP related work, including manpower scheduling, material procurement and/or cost control. Proactively communicates service schedules and related service activities with customer and seek to continuously improve customer satisfaction.
- Maintains good customer relations, includes prompt response to customer requests and maintaining frequent customer contact. Reviews annual customer satisfaction surveys to measure and track customer satisfaction levels.
- May provide pricing, quoting, order processing directly with customers for service work. Carefully monitors all financial aspects of the service work performed (costing, invoicing, billing time, revenue, margins, etc.)
- Works with Operations Coordination Team (OCT) for effective delivery of customer service including scheduling of field technicians, approval of work order billings, as well as usage and reporting in iCare.
- Actively participates in Operations to Service turnover meetings.
- In collaboration with Sales and CSP Coordinator, ensures timely contract renewal process is in place. Cultivates and maintains existing accounts and actively pursue new service and system expansion opportunities with existing service base. Ensures renewals for expiring contracts for accounts without an assigned Account Executive.
- Effectively communicates service requirements to service team and wider organization as and when required, and maintains accurate and up to date records of service work with respect to job status, job changes, material flow and other control records necessary for processing of internal and external reports.
- Manage technician recommendation reports that identify opportunities to add value to client systems.
- Supervises colleagues in a manner that maintains morale, skills proficiency and productivity. In conjunction with the HR Department, recruit and hire colleagues as required. Performs limited range of managerial responsibilities including but not limited to: mentoring, coaching and developing colleagues; works with OCT in planning, assigning and directing work; performance management; service budget. May oversee subcontractor selection process and performance.
- Responsible for instilling a safety-conscious culture within the team. Ensure all relevant and required safety training and safety certificates have been obtained (e.g. site specific safety orientations/mobilization, CPR, First Aid, OSSA certifications, etc.) May coordinate with other colleagues and/or leaders in order to achieve full safety compliance.
- Ensure Technicians have proper tools and equipment and that they are maintained properly. This includes field/hand tools, as well as cell phones, vehicles, etc.

**What You’ll Need**
- Exceptional customer focus and ability to regularly work under pressure; consistent ability to maintain awareness of, and seek to meet the needs and wants of the customer without being prompted.
- Strong technical knowledge and experience related to building automation systems, fire alarm systems, and/or electronic security systems; required to adapt and develop procedures, processes, tools to meet the more complex requirements of the job.
- Solid mechanical and electrical aptitude (e.g. works with a variety of hand and power tools such as drill, screwdriver, wire stripper, hacksaw, crimper)

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