Service Manager

2 months ago

Mississauga, Canada Carrier Full time

**Country**:
Canada
**Location**:
LOC13002 2740 Matheson Blvd E,Unit 1,Mississauga,Ontario,L4W 4X3,Canada

**About Carrier**
Carrier is the leading global provider of healthy, safe and sustainable building and cold chain solutions with a world-class, diverse workforce with business segments covering HVAC, refrigeration, and fire and security. We make modern life possible by delivering safer, smarter and more sustainable services that make a difference to people and our planet while revolutionizing industry trends. This is why we come to work every day. Join us and we can make a difference together.

**About the position**

**Job responsibilities**:

- Develop and implement a service network footprint, performance development and sustainability strategy covering both integrated and independent partners.
- Administer service contracts to optimize profits, verify obligations are met, and ensure customer satisfaction and retention.
- Meet with customers in the service territory to ensure satisfaction and retention as well as prospects for additional service opportunities.
- Develop the service network to ensure efficient customer service.
- Interfaces directly with dealers and field service engineers throughout the problem-resolution process, including understanding customer issues, conveying action plans, and communicating updates and resolutions.
- Respond to customer complaints and carry out customer satisfaction investigations to ensure the establishment of appropriate improvement plans.
- Manage accounts receivable and assist with the resolution of customer billing disputes.
- Maintain extensive knowledge of customers, opportunities, markets, and competition.
- Actively participate in sales and service department meetings, workshops, and seminars.
- Keep current on market business and product trends. Continue to pursue in-depth product and service knowledge and acquire deeper selling, technical and financial skills.
- Coordinates, prioritize and resolve issues encountered by a more experienced team.
- Optimize the usage of manpower, standard time, equipment and energy of more experienced team.
- Escalate critical/ complex issues that will impact the business.
- Manage more experienced teams according to established programs and objectives.
- Quality issue management
- Contact customers, collect feedback, and establish and maintain good relationship with customers.
- Respond to key customer complaints and carries out customer satisfaction investigations to ensure the establishment of appropriate improvement plans.
- Lead and manage the service department, including staffing, training and performance management of service personnel.
- Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.
- Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.
- Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.
- Monitor and analyse service metrics.
- Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.
- Prepare and present regular reports to senior management on service performance, key metrics and improvement initiatives.
- Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools or technologies.
- Stay updated on industry trends, best practices and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

**Basic Qualifications**
- 4+ years of experience in the Commercial HVAC industry.
- 2+ years experience people management in the HVAC industry.
- Must have a valid Driver’s License.
- High School / GED

**Preferred Qualifications (assets)**
- Strong client and technical problem-solving skills.
- Uses analytical skills to troubleshoot customer issues effectively.
- Enjoy teaching/helping customers.
- Highly organized with strong attention to detail, while managing multiple priorities.
- Able to work independently or collaboratively as part of a team.
- Must be self-motivated, with a sense of urgency and efficiency and a strong work ethic.
- Strong analytical skills with demonstrated ability to synthesize data from various sources in both graphic and verbal format, while easily translating them to the target audience.
- Good knowledge of Microsoft Suite: Word, Excel, etc.

**Additional information**:

- Sponsorship for immigration is not supported for this position.

RSRCAR
LI-hybrid

**Carrier is An Equal **Opportunity/Affirmative** Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or an

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