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Manager Field Services and Quality Control

3 weeks ago

North York, Canada Loyalty Markets Full time

**Job Description - Manager - Field Services and Quality Control**

This is a dual role. The Manager of Field Services and Continuous Improvement leads field service operations and also drives continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction in our micro-markets, vending, and office coffee service business. This role oversees a team including field service technicians, a field service administrator, and junior/senior continuous improvement analysts, ensuring seamless service delivery, optimized processes, and a culture of ongoing improvement.

**Job Types**: Full-time, Permanent and in person

**Salary**: $65,000 - $75,000/year

**Field Service Management**:

- Supervise a team of field service technicians and a field service administrator, ensuring effective scheduling, dispatching, and task allocation to optimize productivity and minimize downtime for vending machines, micro-market kiosks, and office coffee equipment.
- Oversee installation, troubleshooting, and maintenance of various equipment ensuring functionality and customer satisfaction.
- Develop and maintain response as well as preventative maintenance service schedules, ensuring technicians and the administrator are equipped with tools, parts, and training to support diverse equipment types.
- Foster good habits in the team, such as consistent documentation of service calls, adherence to maintenance checklists, and proactive communication with customers.
- Train team members to use company software tools for logging service requests, tracking inventory, and reporting issues.
- Ensure compliance with food safety regulations, equipment standards, and workplace safety protocols, maintaining a safe and efficient work environment.
- Address customer concerns promptly to enhance satisfaction and trus

**Continuous Improvement**:

- Lead a team of junior and senior continuous improvement analysts to analyze and optimize processes, including margin analysis and retail planning for smart stores, micro-markets and vending operations.
- Conduct root cause analysis to identify issues and implement corrective actions.
- Analyze and improve routing and restock cadence, optimizing delivery routes for restocking to optimize costs and improve service frequency.
- Analyze and enhance planograms and product mix, ensuring vending machines and micro-markets are stocked with high-margin, high-demand products (e.g., adjusting snack selections based on sales data to increase revenue per unit).
- Work closely with the CEO to foster a company culture of continuous improvement, implementing initiatives like employee suggestion programs or regular process review workshops to drive ongoing enhancements.
- Identify operational gaps in field activities, such as inconsistent restocking procedures or inadequate training on machine cleaning and develop targeted training programs to address them.
- Use Lean, Six Sigma, or Kaizen methodologies to reduce waste, improve productivity, and lower costs.
- Conduct data analysis to measure performance metrics (e.g., service response times, restock accuracy) and track the impact of improvement initiatives.
- Facilitate training and workshops to educate staff on continuous improvement techniques, software tools, and best practices for equipment maintenance.

**Strategic Leadership**:

- Coordinate with sales, and internal operations teams to align field operations with business objectives, ensuring adequate stock for micro-markets and vending machines.
- Manage budgets, control costs, and ensure efficient resource allocation for field services and improvement projects.
- Develop and maintain policies, procedures, and documentation to streamline operations, such as standardized troubleshooting guides for coffee equipment or restocking protocols.
- Provide regular reports to senior management on service performance, improvement outcomes, and operational metrics, such as uptime rates for vending machines or customer satisfaction scores.

Focus Areas for the Department
- **Operational Efficiency**: Streamline field service operations and restocking processes to reduce downtime and improve service delivery for micro-markets, vending, and office coffee equipment.
- **Customer Experience**: Enhance customer satisfaction through reliable equipment performance, timely service, and optimized product offerings based on data-driven planogram adjustments.
- **Team Development**: Build a culture of accountability and skill development by fostering good habits, such as consistent use of software tools and adherence to service protocols, and providing ongoing training on equipment and processes.
- **Process Optimization**: Drive continuous improvement through root cause analysis, optimized routing, and enhanced product mix to maximize margins and operational performance.
- **Technology Integration**: Leverage software tools for service management, inventory tracking, and data analysis to improve decision-making a