Regional Operations Manager

**Who are we?**

We are Northern Docks Systems, an industry leader in the sales, installation and service of industrial energy-efficient overhead doors and HVLS (high-volume low speed) fans. We have dedicated departments geared towards developing strategic and customized full-scale solutions to enhance safety, productivity, and efficiency for our customers across a wide variety of industries. NDS has been a trusted source for various companies across Canada since 2002. Our certifications, accreditations and memberships have helped us provide exceptional service.

Acting with respect and integrity, the primary function of the Operations Manager is to lead, manage, guide & support all aspects & members of the local _**NDS Field Operations and Customer Care**_ team. Additionally, as a trusted, valuable, and integral member of NDS’ Management Team, you will be relied upon heavily to support, assist and work cooperatively & collaboratively with other members of the NDS Leadership Team.

Reporting directly to the General Manager this demanding leadership position will work closely with designated senior management and you will be heavily relied upon to assist with and contribute positively towards the execution of many special projects spanning across all aspects of the business. Respectful collaboration, interaction & cooperation with all functions and members from all teams within the organization is expected and required.

**Key Responsibilities**:
**Leadership**:

- Directly responsible for the leadership, development, management & support of NDS Service Manager, (Customer Care/Service Coordinators in Service Manager absence) Field Service Supervisors, Installation Supervisor and Electrical Supervisor
- Assist, support, and coordinate with management of NDS’ overall service and install business with the goal of growing the Mississauga based installation, emergency service and PMP service department
- Assist in the development of company policies & processes as it relates to NDS Operations & Field Staff with the goal of providing better overall service to all NDS customers while increasing efficiency, revenue and profitability
- Drive performance and build accountability within the Operations Dept. by setting clear goals & KPI’s for team members, supporting all staff to help them achieve these gaols and regularly evaluate performance versus targets & plans
- Foster & encourage an environment of open & honest communication, where teamwork, respect and accountability are of the utmost importance
- As a member of NDS’ Mgmt. Team, maintain a positive attitude & set a good example for all direct departmental reports as well as NDS staff as a whole
- Ensure all NDS Field Staff receive proper Health and Safety training, product technical training, and maintain all required certifications.
- Assist to develop, coordinate, execute & monitor detailed training plans and staff development initiatives that help support the effective and efficient servicing of current and new product releases

**Responsibilities**:

- Efficient & profitable management of all Service & Installation WO’s in NDS’ largest self-serve region
- Take ownership & accountability for all Service & Installation Escalations in order to remedy any issues quickly and efficiently & with the best interest of the customer always in mind.
- Continually strive to ensure that the highest level of service and customer satisfaction is achieved at all times across all local and national customers
- Work closely with customers, supervisors & technicians to address challenges head-on & facilitate effective to solutions to problems faced in the field and within the operation.
- Maintain and implement standard operating procedures & processes as established by NDS.
- Drive business process improvements that support the day-to-day work of the NDS Operations team
- Responsible for acquiring & holding up to date knowledge of new and existing NDS products as well as staying informed and familiar with regulations, protocols and related codes applicable to the industry in which NDS operates.
- Identify and develop best practice standard to foster within and across the entire team to drive service productivity & profitability.
- Maintain and focus on increasing revenue and profitability in the Operations Department to meet or exceed financial objectives & ensure the budgeted operations revenue and margin is achieved or exceeded.
- Develop and implement strategies that help improve the customer experience, create operational efficiency, increase revenue, profitability & productivity & achieve specific departmental & company KPI’s.
- Develop, monitor, and implement cost savings measures across the NDS Operations Department
- Assist in the development & management of the local NDS operations department budget.
- Actively strive for efficiency in all aspects of the department while closely monitoring daily, weekly, monthly & quarterly costs with the goal of control