Vp, Canadian Service

4 weeks ago

Toronto, Canada Mircom Technologies Full time

The VP, Canadian Service will manage all aspects of field service support for life safety products in Canada. With service offices located in British Columbia, Alberta, Ontario and Quebec, the VP, Canadian Service will be responsible for the Service P&L, planning, supporting & directing service activities to improve service excellence as well as customer satisfaction. You will also be developing and executing service strategies which support the growth of the overall service business. You will lead a team of service technicians which support the complete fire, security, access control and building automations systems portfolio. You will report directly to the President & CEO and designated senior management and interface (collaborate and team) with all functions of the organization.

**Key Responsibilities**:
**_ Leadership:_**
- Lead, develop and coach the Service Team.
- Recruit and lead a team of regional and local service managers and field service technicians
- Manage the service business with the goal of growing the overall construction and PMA service.
- Drive performance by setting clear goals for team members and evaluate performance.
- Encourage open communication, foster teamwork amongst team and cross-divisional colleagues.
- Ensure technicians receive proper Health and Safety training along with product technical training.
- Develop, coordinate and execute training plans and staff development to support servicing of installed base and new product and technology release.

**_Responsibilies:_**
- Strive to ensure that the highest level of service and customer satisfaction is maintained and that customers are fully aware of other products and services offered by Mircom Engineered Systems.
- Work with customers and technicians to resolve problems with direct responsibility over the service team.
- Maintain and implement standard operating procedures as established by Mircom.
- Drive business process improvements including software and technology utilization for efficiency and higher productivity.
- Responsible for acquiring knowledge in new and existing Mircom products and staying informed of regulations and related codes as well as ensuring that the service technicians are kept up to date.
- Develop strategies to promote range of service products and ensure service and sales teams are fully aware of service product offerings.
- Identify and develop best practices across the entire team to drive service productivity.
- Actively participate in service process and comply with all ISO and other regulatory requirements.
- Maintain and focus on increasing dollar value and profitability in the service business to meet financial objectives, ensure the budgeted service revenue and margin is achieved.
- Develop strategies that improve the customer experience, business revenues, internal productivity, and operational efficiency. Promote the value proposition in specific sales opportunities.
- Deliver metrics and processes to improve quality and the customer experience. Ensure quality of Service - Continuous monitoring and development of service KPI’s (including Net-Promoter-Score, Customer satisfaction index, Mean-time-to-repair, Tech efficiency and utilization and Contract coverage rate).
- Create service budgets, forecasting and controlling annual service revenue and expenditure.
- Analyze service profitability per product offering, geographical offices and technology divisions taking into consideration spare parts, loan stock, tooling, warranty repairs, etc.
- Establish technician territories to ensure maximum productivity and provide the best possible response times to customer service requests.
- Meet and communicate with sales and training teams to exchange information, review problems and coordinate customer service efforts.

**Requirements and Skills**:

- Preferably based out of our Vaughan office or a Mircom office located in Canada.
- Being bilingual is an asset.
- 10+ years of documented experience in a service industry.
- 5+ years of documented management experience.
- Degree in business, service management or related.
- Decisive, proactive and measured risk taker.
- Customer-focus and proven customer service management skills.
- Strong leadership skills with extensive experience in people management including recruitment, performance appraisals and staff development.
- Highly developed interpersonal, communication, negotiation, analytical and problem-solving skills.
- Strong financial and budget management and strategic planning skills.
- Knowledge and experience in asset management systems and practices.
- Understanding and experience with field management solutions, customer care management and dispatch is an asset.
- Exceptional customer service orientation and communication skills.
- Ability to work under pressure and ambiguity with accuracy, clear and focused problem solving and decision-making skills, enabling quick and accurate resolution of issues.
- Strong business acumen, ERP/CRM ex

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