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Operations Service Manager
3 months ago
POSITION OVERVIEW:
Startec Compression & Process is seeking a Service Manager to oversee operations. The Service Manager will be instrumental in guaranteeing the efficient delivery of exceptional service to our clientele. Reporting directly to the President, this role encompasses leading a dedicated team of Refrigeration Mechanics, Coordinators, and Administrative staff to streamline operational activities, stimulate business growth, and ensure customer satisfaction while meeting financial objectives.KEY PERFORMANCE INDICATORS (KPI):
BUSINESS OPERATIONS & SYSTEMS (Weighting 40%) Provide daily leadership and guidance to Journeyperson & Apprentice Refrigeration Mechanics, collaborating closely with the service coordinator. Manage financial performance and operational profitability by evaluating financial statements and performance metrics. Implement strategies to enhance service quality and customer satisfaction. Collaborate with the executive and management team to ensure effective resource allocation. Participate in job turnover meetings with the Service Coordinator and mechanics as necessary. Oversee vehicle fleet maintenance and expenses, providing recommendations for acquisitions. Conduct interviews as needed to fill open positions. Invoicing and Billing Management Supervise the complete invoicing and billing processes, ensuring accuracy, timeliness, and compliance with company policies. Investigate and resolve billing discrepancies and customer inquiries, working with cross-functional departments to address issues. Implement corrective actions and process enhancements to mitigate future billing discrepancies. Reporting & Analysis Prepare and present regular service performance reports to senior management, highlighting key metrics and achievements. Analyze service data for trends and opportunities for improvement, providing insights to enhance operations and elevate customer satisfaction. Financial and progress reporting to the executive team. CUSTOMER SERVICE & EXPERIENCE (Weighting 30%) Customer Relations Engage in tradeshows, seminars, and other sales opportunities as required. Collaborate with Sales teams to secure contracts and foster positive relationships with clients. Provide assistance and advice to customers directly or through internal resources. Conduct feedback surveys from clients; analyze trends and report findings to the executive team. Manage customer service experience by establishing and maintaining company standards to support professionalism and excellence. Customer Escalations Address customer complaints and issues, maintaining accurate records of discussions. Investigate complaints and recommend management actions for refunds or compensation. Cultivate strong customer relationships and identify opportunities for service expansion and revenue growth. PEOPLE & CULTURE MANAGEMENT (Weighting 20%) Team Leadership Guide personnel resourcing to align with operational plans and budget constraints. Uphold the Startec culture through effective human resources strategies. Promote a collaborative team environment, encouraging open communication and shared purpose. Guide coordinators and field technicians to optimize non-billable hours for organizational benefit. Performance Management Regularly evaluate the performance of Service Mechanics based on established goals and KPIs. Collaborate with individuals to set realistic improvement goals and monitor progress. Implement recognition programs to reward outstanding performance within the team. Identify underperforming team members and develop performance improvement plans. Facilitate coaching and development for employees, establishing systems for performance feedback. Implement talent retention strategies by identifying high-potential individuals and creating succession plans. COMPLIANCE & INTERNAL CONTROLS (Weighting 10%) Compliance Maintain and monitor internal operational controls to minimize financial and operational risks. Ensure team compliance with governmental regulations related to operations and health and safety. Oversee adherence to facilities and building regulations. Interpret and apply internal administrative policies and procedures, mediating or escalating issues as necessary. Technical Leadership Develop a comprehensive understanding of relevant industry regulations and compliance requirements. Provide technical expertise and guidance to service teams, ensuring alignment with industry best practices.QUALIFICATIONS:
Technical bachelor's degree or relevant trade certification. Red Seal Journeyman Refrigeration Mechanic with ammonia refrigeration experience is required, or equivalent qualifications. A minimum of 3 - 5 years of sales experience is preferred. Proven managerial experience, ideally with regional or multi-site responsibilities. Strong leadership and team management capabilities. Excellent understanding of business operations and processes. Strong communication and interpersonal skills. Financial acumen and budgeting expertise. Willingness to travel as required. We offer competitive compensation, training, and a dynamic work environment.