Customer Service Operations Manager
4 weeks ago
MT Talent is pleased to collaborate with a prominent designer, distributor, and manufacturer specializing in Smart Building Solutions. Our client, a privately held entity and one of Canada's largest manufacturers, is seeking to fill a vital position that supports their daily business functions as a Service Manager for the Greater Toronto Area.
Job Overview:
Service Manager
In this role, you will oversee and manage all operational and administrative facets of the Service Department team while handling customer service interactions. Your goal will be to ensure exceptional customer service and foster strong relationships with clients and third-party vendors, contributing to customer retention. You will set the benchmark for customer satisfaction by cultivating positive working relationships with field technicians and office personnel.
Key Responsibilities:
- Direct and manage daily operations for the Service and Project teams.
- Address departmental challenges and client grievances to implement effective solutions that minimize recurring issues.
- Develop and establish policies and procedures.
- Prioritize customer satisfaction in all service interactions.
- Lead service team members to achieve their objectives and sales goals.
- Oversee the recruitment and training of new personnel.
- Set departmental goals and provide regular progress updates.
- Delegate and guide service and project assignments while monitoring the progress of ongoing initiatives.
- Build and maintain strong relationships with vendors and sales representatives.
Qualifications:
- Post-secondary diploma or university degree.
- 5-10 years of experience in the Fire & Life Safety sector.
- 5+ years in a supervisory or managerial role within the Fire & Life Safety sector.
- Adept at evaluating high-level customer and staffing concerns and identifying effective resolutions.
- Develop new workflows and procedures to address departmental challenges.
- Revise staffing roles within the department, requiring approval from the VP of Service.
- Manage customer complaints that necessitate review by the VP of Service.
- Address staffing issues, resignations, or terminations requiring assessment from the VP of Service.
- Oversee all departmental overhead, labor costs, and sales/revenue objectives.
- Analyze sales reports detailing labor hours, internal and external costs, and revenues on a weekly or monthly basis.
- Review billable hours for discrepancies between performed work and actual billed amounts.
- Provide technicians with weekly sales targets based on labor billing to enhance overall productivity, efficiency, and service sales.
- Ensure sales targets are met by the end of each month.
- Establish new objectives to improve staff efficiency in their daily tasks.
- Approximately 80% of the role involves office or departmental work, while 20% includes site visits to engage with clients or technicians and manage fleet operations.
- Local travel may be required as necessary.
- Ensure staff fulfill their daily responsibilities efficiently while utilizing personal time appropriately.
- Monitor and ensure staff productivity while working remotely.
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