National Service Support Manager
6 months ago
**National Service Support Manager**
**Summary**
The National Service Support Manager (NSSM) is responsible for the day-to-day leadership and operation of the Services Support Team, providing operational and training support to our regional offices to deliver the customer service strategy at both Total Power Ltd and Gal Power. The NSSM ensures our branch and regional office teams follow the standard processes defined by the company. They will also be responsible for leading the contract renewals and administration team.
**What You’ll Do - The Role (Responsibilities)**
- Centralized Billing - Responsible for monitoring service billing and credit processing for all service work nationally. Ensuring that we are meeting the specified targets set by the VP Operations.
- Warranty Support - Define best practices and processes for profitable warranty recovery. Develop and enforce procedures that will increase warranty compensation. Meet or exceed warranty recovery goals.
- Supervisor for National Accounts & Warranty Coordinator and Corporate Accounts Administrator.
- Providing ongoing support to existing staff in service support & administration (i.e. monthly meetings with CSS & invoicing across all branches) to ensure proper communication and consistency across the business.
- Training and Process Implementation - In Coordination with the Regional and Branch management, define, map, communicate, and train branch service teams on processes and best practices. This will include assistance with onboarding and training of new branch administrative employees on software, creating service work orders, dispatching service technicians, managing smart lists, credit card processing and any other systems and processes related to service. Responsible for identifying areas for improvement, including but not limited to software enhancements, creation of forms, and technology investments to streamline central services processes and dispatching.
- Branch Support and Analytics - Provide branch service staff with guidance and support on ageing and incomplete work orders, past due preventative maintenance (MCC) work orders, and warranty claims. Responsible for generating all MCC work orders for the branches. Responsible for communication, processes and support with the after-hours answering service company and emergency preparedness.
- Contract Renewals - Lead and manage the team of Service Agreement Specialists to ensure timely renewals of existing contracts. Ensure contracts are profitable while maintaining a low attrition rate. Meet or exceed contract renewal goals.
- Continuously promotes the Company and its products and services; develop strong relationships by providing great customer service with the aim to retain their business.
- Ensure the timely annual and semi-annual employee reviews, recruiting, compensation, team building events, disciplinary action, employee development, safety, and training of all employees within your scope.
- Other related duties as assigned.
**What You Need (Requirement)**
- Minimum of 5 years related experience in a customer service or equivalent.
- Related post-secondary education is an asset.
- Excellent working knowledge of Microsoft Office Programs.
- Accuracy and attention to detail while working under tight deadlines.
- Assertive where required, and comfortable communicating with various types of individuals.
- Excellent interpersonal and customer service skills.
- Able to build and maintain lasting relationships with corporate departments and key business partners. Works collaboratively across all departments in the organization.
- Establish a culture of continuous improvement.
- In the event of a power outage or a declared state of emergency by any level of Government be available for work.
**Working Conditions**
- Travel may be required.
- Ability to attend and conduct presentations.
- Manual dexterity required to use desktop computer and peripherals.
- Additional hours as required to meet customer and corporate commitments.
- Lifting or moving up to 20lbs may be required.
**SOUNDS LIKE YOU?? APPLY NOW**
**A little bit about Us**
**Our Growth & Culture**:As Canada's 1st Choice for PowerGen, we’ve been growing quickly and aim to keep doing so - if you want to be part of our success story, join our family, and grow with us Our employees are our biggest asset; their engagement and passion are the key to our success. We EMPOWER them to be ENGAGED
**Only those selected for an interview will be contacted.**
**No Agencies please.**
**Job Types**: Full-time, Permanent
**Benefits**:
- Casual dress
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- Profit sharing
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program
Flexible Language Requirement:
- French not required
Schedule:
- Monday to Friday
**Experience**:
- Customer service o
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