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Service Operations Supervisor

3 months ago

Brampton, Ontario, Canada Culligan Water of Canada Full time
About Culligan Water of Canada
Culligan is a premier provider of comprehensive water treatment solutions tailored for both residential and commercial needs. Our commitment to exceptional service and technical knowledge has established us as the trusted choice for water solutions.

Key Responsibilities:
  • Oversee the installation, removal, and servicing of water treatment systems as per the schedule.
  • Facilitate and implement the company’s service training program for relevant personnel.
  • Mentor and guide team members consistently: acknowledge outstanding performance and create development plans for technicians needing improvement. Address any behavioral or performance concerns promptly and effectively.
  • Uphold performance benchmarks among service personnel regarding callbacks, daily completions, first-time resolution rates, and overall efficiency.
  • Analyze monthly Service Technician bonuses and weekly performance metrics to enhance resource utilization.
  • Directly address and resolve any persistent service or procedural issues raised by clients.
  • Dedicate at least 15% of time in the field conducting "Ride Along Training Missions" with Service Technicians to assess skill levels and formulate improvement strategies.
  • Coordinate site assessments for damage claims; collaborate with local and corporate management on necessary documentation and follow-ups related to liability, fleet incidents, and worker compensation claims.
  • Organize after-hours and emergency service schedules as required.
  • Disseminate and clarify all service tip sheets and product updates to service and installation teams; provide technical assistance to all Service Technicians and Installers.
  • Complete all mandated health and safety training and lead monthly communication/toolbox meetings.
  • Conduct annual performance reviews to evaluate job performance, technician competencies, discuss career progression, and inform about potential salary increases.
Qualifications:
  • Completion of Secondary School Diploma or equivalent.
  • Three to five years of relevant service experience with a solid grasp of operational processes.
  • Prior supervisory or managerial experience is highly advantageous.
  • Proficient in computer applications, particularly Microsoft Word and Excel.
  • Self-driven with a strong work ethic.
  • Excellent organizational, communication, customer service, and team collaboration skills are essential.
  • Experience in plumbing and/or service technician roles within the water treatment industry.
  • Demonstrated mechanical aptitude.
  • A valid driver's license and a clean driving record are mandatory.
What We Provide:
  • Compensation:
    • Hourly wage based on experience.
    • Productivity-based bonus.
    • Referral bonuses for employee recommendations.
    • Annual performance evaluations with potential salary adjustments.
  • Benefits:
    • Comprehensive dental care.
    • Extended health coverage.
    • Life insurance options.
    • Vision care services.
    • Employee assistance programs.
    • RRSP matching after three months of employment.
  • Work-Life Balance:
    • No weekend or late-night shifts.
    • Standard Monday to Friday work schedule.
    • Paid holidays.
  • Training Opportunities:
    • Paid extensive technician training.
    • Paid training specific to Culligan.
  • Career Advancement: We prioritize internal promotions to roles such as:
    • Lead Service Technician.
    • Sales Representative.
    • Management positions.
  • Additional Benefits:
    • Company vehicle provided for work purposes.
    • Uniform and footwear allowance.
    • Employee discounts on products and services.
  • Supportive Work Environment:
    • Healthy and safe workplace.
    • Open-door policy with management.
    • Company-sponsored lunches, dinners, and social events.
Our Commitment:
  • Culligan is dedicated to being the leading expert in quality water solutions, committed to providing clean and safe water to individuals, families, and communities.
Our Core Values:
  • We uphold the courage to act ethically, embrace diversity, and respect every individual. Sustainability is a fundamental aspect of our operations.