Service Operations Manager

1 day ago


Old Toronto, Canada Service Express, Inc. Full time

We are looking for a talented Service Operations Manager to join our team at Service Express, Inc.

About the Role:

As a Service Operations Manager, you will be responsible for overseeing the daily operations of our field service engineers, ensuring exceptional customer satisfaction, and driving business growth.

Your Key Responsibilities:

  • Territory Management & Customer Service: Oversee individual and team objectives, ensure alignment with company strategy, develop and implement action plans to achieve company expectations of service, coach engineers to discover and improve areas of opportunity, monitor service delivery and customer satisfaction, manage escalated service activity, and provide guided resolutions to Field Service Engineer team.
  • Leadership: Remove obstacles impeding the success of the Field Service Engineer and Lead Field Service Engineer, relieve business pressures by handling customer during escalated situations, personify the organization remotely by fostering a culture supportive of The Service Express Way, lead and manage the daily operations of the field service engineer team, identify and develop top talent internally to support the culture of growth and succession planning for future needs, meet with Field Service Engineers regularly to provide feedback pertaining to their performance, and guide them in meeting their personal, professional and financial goals.
  • Business Acumen: Engage in sound business practices daily by proactively measuring all decisions against the company's four core objectives: Excellent Customer Service, Employee Engagement, Margin Retention & Growth and Revenue Growth, communicate such knowledge to leadership and others potentially impacted as appropriate.

What We Are Looking For:

  • Prior experience leading a field service team, preferably in a technology/computer related industry
  • Proven experience successfully coaching and developing individuals
  • Effective communication and follow through, strong organizational skills, and a dedication to providing high-touch customer service
  • Manage the Field Service Engineer documentation process of all actions and resolutions on service tickets to ensure appropriate cross communication between service departments
  • Identify and drive process improvement in field service; champion change management as necessary to improve overall business objectives
  • Engage other departments when appropriate by customer needs (i.e. Purchasing, Hardware Sales, Field Technical Operations, Sales)
  • Build professional rapport with customers to maintain a strong business association
  • Capable of interpreting maintenance manuals to effectively troubleshoot technology issues that arise and partner with engineering team to resolve complex matters. Determine appropriate internal escalation contacts as needed

What We Offer:

  • Workplace flexibility that empowers our employees
  • Personal growth and advancement opportunities
  • Generous paid time off plans
  • Health and dental coverage options
  • A competitive salary range of $80,000-$110,000 CAD per year, based on experience.

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