11603 - Mississauga Service Centre - Service Team

Great companies start with great people

Citron is a people first organization. Which is to say, our strength comes from our teams of professionally-trained and Citron Certified Technicians. Citron Hygiene is first and foremost a service business specializing in hygiene, sanitation and disinfection services for washrooms and common areas that meet the needs of commercial establishments and property managers.

The Service Team Manager will be an integral part of branch operations and will engage in driving productivity, growth and customer retention. He/she will act as a resource of best practices for coworkers and ensure the efficient operation of the branch.

The Service Team Manager will respond to customer concerns and inquiries in a courteous and professional manner and will engage in quality assurance to promote a high level of customer satisfaction.

**Responsibilities**:
Under the supervision of the Senior Service Manager/Service Manager, the duties and responsibilities of the Service Team Leader include, but are not limited to, the following:

- Oversees and manages the Service department’s operations and scheduling,
- Responsible for hiring, training, terminations and performance management,
- Ensures completion of service routes, installs & other service appointments,
- Provides coaching and mentoring to all subordinate staff,
- Conducts regular performance appraisals for all Hygiene Service Technicians,
- Effectively manages workflow to optimize service routes,
- Manages resources and workforce issues for assigned team,
- Measures and monitors Key Performance Indicators (KPIs) for the team against targets set for the branch and region; determines corrective actions to address shortfalls,
- Conducts regular Quality Assurance Visits (QAVs) at customer sites to ensure service meets customer expectations consistently,
- Conducts daily Check-In meetings with each Hygiene Service Technician and addresses any gaps,
- Ensures completion of all required company training for himself/herself and employees,
- Strictly adheres to Health and Safety regulations and ensures all team members adhere to the same,
- Strictly adheres to company policies and procedures,
- Conducts regular inspections of service vehicles to ensure proper maintenance, cleanliness and safety; addresses any gaps immediately,
- Collaborates with Senior Service Manager/Service Manager and colleagues to ensure continuous improvement for the branch and region,
- Ensures compliance with company standards for cost control, waste reduction, quality, safety, and service appointment completions,
- Maintains positive morale of the team; leads by example and demonstrates strong business ethics when dealing with employees, colleagues, customers and suppliers,
- Provides leadership for problem resolution for the team, branch, customers and region.

Other
- Other duties as assigned.

Minimum Requirements
- High School Diploma required; College/University Degree is an asset
- Previous management experience in a service environment
- Experience with Salesforce and fixed routing platforms is an asset
- Must have a valid G license
- Proven track record of organizational skills and attention to detail
- Able to collaborate and communicate with various departments;
- Adept at critical thinking and problem solving as it pertains to operations;
- Able to work in a team environment, be a self-starter and be driven by results
- Effective leadership skills, with a strong focus on operations and business processes
- High level of integrity, confidentially, accountability and professionalism
- Ability to work independently in a busy environment and under pressure
- Able to effectively communicate both verbally and in writing

Working Conditions
- Work normal business hours but may be required to do some work in the evenings or outside normal working hours;
- Required to meet deadlines regularly;
- At times, may be required to manage employees at other branches;
- Ability to lift up to fifty (50) lbs.

The above statements are intended to describe the general nature and level of work being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. Management reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.