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Service Delivery Manager

2 months ago

Vaughan, Ontario, Canada Mircom Group of Companies Full time
Job Summary

The Mircom Group of Companies is seeking a highly skilled Service Manager to oversee our field services operations in the Greater Toronto Area (GTA). As a key member of our team, you will be responsible for organizing and managing all administrative and service activities, supervising the performance of the GTA field service team, and ensuring excellent customer service.

Key Responsibilities
  • Team Leadership: Direct responsibility over service technicians and administration staff.
  • Scheduling and Operations: Establish and manage technician installation schedules to ensure optimum work load efficiencies and timely equipment deliveries.
  • Training and Development: Mentor, train, and develop skills with technicians.
  • Standard Operating Procedures: Responsible for maintaining and implementing standard operating procedures as established by Mircom Engineered Systems head office.
  • Product Knowledge: Responsible for acquiring knowledge in new and existing Mircom products.
  • Regulatory Compliance: Responsible for acquiring and maintaining knowledge in regards to legislation, regulations, and related codes, as well as ensuring that the service technicians are kept up to date.
  • Customer Satisfaction: Strive to ensure that the highest levels of customer satisfaction are maintained and that customers are fully aware of other products and service plans offered by Mircom Engineered Systems.
  • Business Performance: Maintaining and increasing dollar value and profitability in the service business to meet budgetary obligations and goals.
  • Inventory Management: Ensure technicians are equipped with the proper equipment needed to complete all jobs and control inventory in department stock along with truck stock.
  • Fleet Management: Work with the Regional Service Manager on fleet control and services.
  • Quality Assurance: Review all reports sent in by technicians and ensure they are accurate before issuing to customers.
  • Additional Responsibilities: May occasionally be required to perform technician duties and other duties incidental to the work described herein.
Requirements and Skills
  • 3-5 years of experience in the Fire and Life Safety industry.
  • Proven manager/supervisor experience in the Fire Alarm industry.
  • Canadian Fire Alarm Association (CFAA) certification or equivalent.
  • University, College, or Technical Post-Secondary education.
  • Proficiency to review drawings, conduct field surveys, prepare all required information to perform complete installation activities.
  • Strong computer skills and competency in Microsoft Office applications.
  • Ability to work flexible hours, including weekends, to meet customer/technician requirements.
  • Strong organizational skills, a positive attitude, and the ability to learn quickly.
  • Possess a valid driver's license and a clean driver's abstract.
  • Strong verbal and written communication.
What Mircom Offers
  • A great working environment with opportunity for career advancement.
  • Competitive salary.
  • Group Insurance benefits.
  • Company RRSP program.