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Operations Service Leader

3 months ago

Vaughan, Ontario, Canada MT Talent Full time

MT Talent is proud to collaborate with a leading global innovator in Smart Building Solutions. Our client, a privately owned entity and one of Canada's largest manufacturers, is seeking a pivotal role to enhance their operational efficiency as a Service Manager.

Position Overview:

Service Manager
In this role, you will oversee all operational and administrative functions of the Service Department, ensuring exemplary customer service and fostering robust relationships with clients and third-party partners. Your leadership will set the benchmark for customer satisfaction, promoting positive interactions between 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.
  • Develop and refine policies and procedures to enhance service delivery.
  • Prioritize and elevate customer satisfaction levels.
  • Guide service team members to achieve their objectives and sales goals.
  • Oversee recruitment and training initiatives for new staff.
  • Establish departmental objectives and provide regular progress updates.
  • Assign and oversee service and project tasks while monitoring ongoing project status.
  • Cultivate and maintain strong partnerships with vendors and sales representatives.

Qualifications:

  • Completion of a college diploma or university degree.
  • 5-10 years of experience in the Fire & Life Safety sector.
  • 5+ years in a supervisory or managerial capacity within the Fire & Life Safety sector.
  • Adept at evaluating high-level customer and staffing concerns and implementing effective resolutions.
  • Ability to create new workflows and procedures to resolve departmental issues.
  • Revise staffing roles within the department, requiring approval from the VP of Service.
  • Manage customer complaints necessitating review by the VP of Service.
  • Address staffing issues, resignations, or terminations that require assessment from the VP of Service.
  • Oversee departmental overhead, labor costs, and sales/revenue targets.
  • Analyze sales reports detailing labor hours, costs, and revenues on a weekly or monthly basis.
  • Investigate discrepancies in billable hours between work performed and billed amounts.
  • Provide technicians with weekly sales targets based on labor billing to improve overall productivity and service sales.
  • Ensure sales targets are met by the end of each month.
  • Develop new objectives to enhance staff efficiency in their daily tasks.
  • Approximately 80% of the work will be conducted in the office, with 20% involving site visits to engage with clients or technicians and manage fleet operations.
  • Local travel may be required as necessary.
  • Ensure staff effectively manage their daily responsibilities while utilizing personal time appropriately.
  • Monitor and maintain staff productivity while working remotely.