Service Manager

6 months ago

Calgary, Canada Startec Full time

**ABOUT US**:
Startec Refrigeration Service is focused on solving your field refrigeration and HVAC challenges and is one of the most trusted and respected names in commercial and industrial refrigeration, and HVAC system installation and maintenance. We service cold storage, meat packing, food processing, and recreational ice facilities throughout Western Canada.

**BEHAVIORAL ASSESSMENT**:
**POSITION OVERVIEW**:
Startec Refrigeration Service is currently recruiting a Service Manager to work at our Calgary, Alberta location (_9423 Shepard Rd SE, Calgary, AB, T2C 4R6)_. The Service Manager will play a pivotal role in ensuring the seamless delivery of high-quality service to Startec’s customers. Reporting to the President, the Service Manager’s role involves leading a team of Refrigeration Mechanics and Leads, Coordinators, and Administrators to coordinate operational activities, drive business growth, and ensure customer satisfaction to achieve financial targets.

**KEY PERFORMANCE INDICATORS (KPI)**:
**BUSINESS OPERATIONS & SYSTEMS** **(Weighting 40%)**:
**_ Day-to-Day Operations _**:

- Provide day-to-day leadership and direction to Journeyperson & Apprentice Refrigeration Mechanics, as well as collaborating with the service coordinator.
- Manage Startec's financial performance and operational profitability by analyzing financial statements and performance indicators. Implement strategies to enhance service quality and customer satisfaction.
- Works with the executive and management team to ensure efficient allocation of resources in their jurisdiction.
- Participate in job turnover meetings with the Service Coordinator and the mechanics before the job starts when required.
- Oversee vehicle fleet maintenance, expenses and offer recommendations for acquisitions.
- Conduct interviews as required to fill vacant positions.

**_ Invoicing and Billing Management _**:

- Oversee the end-to-end invoicing and billing processes, ensuring accuracy, timeliness, and adherence to company policies and procedures.
- Efficiently investigate and resolve billing discrepancies and customer inquiries while collaborating with cross-functional departments, including sales, customer service, and finance, to address and resolve billing-related issues.
- Implement corrective measures and process improvements to prevent future billing discrepancies.

**_ Reporting & Analysis_**:

- Prepare and submit regular service performance reports to senior management, highlighting key metrics and achievements.
- Analyze service data for trends and improvement opportunities, offering insights to enhance operations and elevate customer satisfaction.
- Financial/progress reporting to the executive team

**CUSTOMER SERVICE & EXPERIENCE** **(**Weighting 30%**)**:
**_ Customer Relations_**:

- Participate in tradeshows, seminars, and other sales opportunities as required.
- Collaborate with our Sales teams to secure contracts and build positive relationships with companies and individuals within defined limits.
- Provide assistance and advice to customers either directly or through the use of internal resources.
- Complete feedback surveys from clients; review trends and report findings to the executive team
- Management of customer service experience by establishing, implementing, and maintaining company rules, procedures, or standards as required to support professionalism and excellence.

**_ Customer Escalations _**:

- Address customer complaints and issues, maintaining accurate records of discussions and correspondence.
- Investigate customer complaints and make recommendations to management for issuing refunds or compensation to customers.
- Foster strong customer relationships and identify opportunities for service expansion and revenue growth.

**PEOPLE & CULTURE MANAGEMENT **(Weighting 20%)**:
**_ Team Leadership_**:

- Guide suitable personnel resourcing to align with plans and budgetary constraints.
- Maintain the Startec culture through appropriate human resources strategy and operations.
- Foster a collaborative team environment, promoting open communication and a shared sense of purpose.
- Guide the coordinator and field technicians to utilize non-billable hours in the most beneficial way possible for the organization.

**_ Performance Management_**:

- Regularly assess the performance of Service mechanics based on predetermined goals and KPIs.
- Work closely with individuals to set realistic improvement goals, provide necessary resources, and monitor progress.
- Follow recognition programs to acknowledge/reward outstanding performance and achievements within the team.
- Identify underperforming team members and develop performance improvement plans (PIPs) to address performance gaps.
- Facilitate coaching and development for Startec employees and establish systems to monitor and provide feedback on employee performance.
- Implement talent retention strategies by identifying high-potential individuals, creating succession plans,

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