Installation Supervisor

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**About Trans Global Service**

Trans Global Service (TGS) is the service organization of the LFL Group. With more than 300 team members across Canada, we provide appliance and furniture repair & installation services for customers of LFL Group’s retail banners as well as for a wide range of manufacturers and extended warranty providers.

**Who we’re looking for**

Reporting to the National Manager Installations, the Installation Technician Supervision provides day-to-day leadership for a team of TGS installation technicians located in major markets across Canada. You have a passion for great customer service and a track record of successfully developing the technical and soft skills of your team. You’re also comfortable with managing the financial and operational aspects of the team and bring a mindset of continuous improvement to customer satisfaction, installer productivity, cost efficiency and team engagement.

**Responsibilities**:

- Drive best-in-class customer satisfaction and Net Promoter Score survey results for installation work completed by the TGS installation team
- Work with customers and stores to resolve service issues and escalations
- Ensure compliance with all health & safety policies for the safety of the TGS team & customers
- Train, coach and periodically inspect the work of all installers to confirm all tasks are completed to the highest technical standards while safeguarding the customer premises from any damage.
- Support installation technicians to ensure they have the necessary tools, parts and other resources to complete their work efficiently and with the highest quality.
- Manage the maintenance and upgrade of the fleet of installation team vans
- Build and maintain a highly engaged, collaborative team culture that makes the TGS Installation team an attractive place to work
- Utilize reports and data to monitor and improve team productivity and cost efficiency
- Interview, hire and onboard new installation technicians
- Foster an environment of innovation and continuous improvement, where every team member feels they can identify issues and suggest better ways to do their work

Qualifications:

- Grade 12 diploma
- Technical aptitude and experience with basic plumbing, electrical and carpentry work
- Strong interpersonal communication skills
- Fluency in spoken & written English
- Comfortable with numbers & computer literate. Able to interpret and analyze financial and operational reports using Excel and translate into insights and action to improve team performance
- Ability to perform physically demanding tasks such as moving and lifting up to 50 lbs.
- Creative problem solver and negotiator to facilitate resolution of issues with stores and customers
- Team player and collaborator who is able to work with multiple stakeholders to ensure successful delivery of multi-unit commercial installation projects
- Continuous improvement mindset and willing to challenge the status quo
- Clean & valid Class G (Ontario) or equivalent in other provinces
- Flexible schedule that may include occasional evening or weekend work to resolve customer issues and provide support to team members working in other time zones
- Willingness and ability to travel regularly

**Great to have knowledge, skills and abilities**
- Post-secondary education or trade certification
- Fluent in French or other language(s)
- Experience in appliance installation
- Previous demonstrated success in people leadership, ideally supervising a front line, customer-facing team
- Familiarity with project management best practices
- Experience leading a remote / mobile team of field technicians

Why Transglobal:
Total compensation includes flexible employer-paid benefits, employee discounts, paid training and a bonus program based on personal and team performance. As a member of the LFL Group family, TGS offers a multitude of career progression paths both within TGS and to other departments supporting the retail side of the business.