Service Manager

3 days ago

Stoney Creek, Canada Zelus Material Handling Full time

Our purpose is simple: To enrich the lives of our partners. Zelus is committed to providing our customers with the highest quality products and services available today, and we believe that commitment begins with hiring the best people.

As a member of the service team as a new Zelus family member, you will join a diverse, dynamic group of highly motivated individuals that bring with them a wide array of talents, skills and backgrounds. The purpose of this role is to exceed the customers’ expectations by providing timely, reliable, and professional service. The Service Manager will lead the Service Technicians in their assigned territories and interact with the designated Technical Service Manager and fellow Team members in the service department.

WHAT YOU WILL DO
- Daily review of Work in Progress for the assigned territory to:

- Identify and process any complete work orders
- Jobs that need to be rescheduled or parts ordered
- Work with the team to correct any customer or technical issues related to closing out a work order
- Ensuring all costs are captured on the work order and maximizing the probability of Zelus getting paid.
- Positive confirmation before work is done that with reasonable efforts Zelus will be able to collect on the services performed. For customers this may require a PO before the service is dispatched. Discretion of the Service Manager will be required
- Ensuring all labour, materials and equipment are accounted for in the work order prior to costing
- Capturing any required customer approval prior to closing out the work order
- Assisting accounting in collections when requested
- Review and approval of technician hours daily
- Submission to purchasing designate in a timely manner:

- Equipment requisitions for jobs
- Purchase order requisitions for parts and material
- Technician per diem requisition forms
- Quotation of:

- Deficiency repairs as requested by Inspection group
- Follow up items identified by technicians or customers
- Participate with Service Manager in yearly reviews and any disciplinary actions as required.
- Participate in the recruitment and hiring process
- Records information such as name, address, item to be repaired, service to be rendered or parts to be supplied, urgency of request
- Schedules orders according to urgency and notifies the Technical Service Manager as required
- Dispatch technicians for the daily scheduled work
- Supporting On-Call technician afterhours - primary contact person in emergency situations.
- Relays messages and special instructions to technicians and other departments. Maintain communication with service technicians throughout the day to monitor progress.
- Reviews work orders from other departments (inspections, repairs, engineering projects).
- Lists products and/or services required for a work order on a Bill of Materials, when required.
- Liaison with Supply Chain to ensure required parts, material, tools, and supplies are ordered and expedited to meet the schedule of work being performed
- Communicates with the other departments any notable events that occur, suggestions, solutions to problems, customer issues, etc.
- Ensure administrative tasks related to technicians are completed in a timely manner, including:

- Vehicle safety inspections - weekly
- Vehicle fuel reporting
- Approval and submission of expense receipts
- Liaison with all departments and people and particularly the Service Operations Manager, Inspection Coordinator, Service Manager, Service Technicians, and Supply Chain to ensure good communication and efficiency across the departments.
- Coordinates, within the Service Branches, Service Manager to ensure the department is adequately covered on any scheduled vacations or time away from the office.
- Complies with Zelus’ System Policies and Procedures, the Occupational Health &Safety Act and Regulations for Industrial Establishments, the Zelus Safety Procedures Manual and participates in training programs as and when required.

EDUCATION AND EXPERIENCE
- Minimum 3 Years' Experience in a previous role
- Previous O/H Crane experience considered an asset
- Strong computer skills; MS Office
- Strong interpersonal skills; deals with conflict effectively
- Must be a strong multi-tasker and must excel at coping with conflicting priorities and deadlines
- Strong creative thinking and problem-solving skills
- Leadership and mentorship skills
- The ability to work under pressure, handle stress
- Good planning and problem-solving skills - critical thinking

WHAT WE OFFER
- Competitive wages
- Comprehensive benefits package (health, dental, out of country) including a health spending account
- Profit Sharing Program
- Registered Retirement Savings Plan/ DPSP Plan
- Company BBQ's, Social Events
- Family, friendly environment & More

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