Operations Manager

**ABOUT WILCOX DOOR SERVICE**

Wilcox Door Service Inc., a certified Aboriginal-owned business, is the industry leader in supplying, installing and servicing overhead doors, docks and gate solutions for commercial and industrial facilities since 1912. Our innovative and “green” solutions help customers cut operating & energy costs, minimize downtime, and ensure a safe work environment.

**We are ACCOUNTABLE. We show PRIDE. We are BOLD. We show TRUST. We have INTEGRITY. We have PASSION. **That is what Wilcox Door is all about. Each day, our team shows up and embodies these (6) six core values. It is because of this that our team is like family

**DESCRIPTION**

The Operations Manager is responsible for the strategic direction and leadership of the service, installation and specialty departments, which includes service technicians, shop repair and service administration. This role is to effectively and efficiently manage the development and direction of the service, installation and specialty teams to drive the growth of revenue, technical productivity and promote high quality customer satisfaction while building relationships and ensuring the integration of strategic plans with company operations.

**CORE COMPETENCIES**
- Customer Focus
- Communication
- Energy and Stress
- Team Work
- Leadership
- Coaching/mentoring
- Negotiation and mediation
- Strategic thinking
- Resource and fiscal management
- Time Management
- Adaptability / Flexibility
- Creative and Innovative Thinking
- Decision Making and Judgement
- Planning and Organizing
- Problem Solving
- Result Focus
- Accountability and Dependability
- Ethics and Integrity
- Staff Management
- Development and Continual Learning

**JOB DUTIES**
- Establishes the overall vision and direction for the Service, Installation and Specialty Departments.
- Develop and implement new business strategies for creating or improving processes and procedures to improve corporate performance.
- Oversee and direct Service resource and workforce issues for the organization.
- Monitor departmental performance against goals to ensure that progress is being made, and that corrective action is taken if necessary.
- Meet regularly with department heads/business unit leaders; facilitate resolution of issues/problems between business units and/or departments.
- Responsible for appropriate staff levels to meet requirements of the department.
- Responsible for recruitment, hiring, terminations and performance management.
- Manage the morale in the department by setting and demonstrating a strong business ethic for dealing with employees, suppliers and customers.
- Enhance and develop policies, procedures and service systems to meet the goals of the department.
- Budget preparation and monitoring of the department P&L.
- Monitor financial performance to ensure the department is meeting or exceeding budgetary commitment.
- Analyze and report on the department's daily, monthly and annual key performance indicators and industry trends.
- Develop and implement strategies around improving the financial performance of the department.
- Oversee Customer inquiries and complaints which are escalated from the departments.
- Analyze the Customer's concern and assist in presenting options to mutually resolve the issue
- Update work orders with appropriate information to provide information more quickly and easily to Customers.
- Measure and monitor key customer service areas including call handling, repair turn around time, first time completions, work order aging, days to first visit, and customer satisfaction.
- Manage stock availability and inventory turns.
- Manage annual inventory counts (building and truck inventory)
- Review and use the monthly Profit and Loss statements to ensure expense control and proactively plan service and sales goals.
- Examines reports (e.g., inventory, sales and daily reports) to determine the operational activities of the company and ensure optimum performance.
- Ensure that all reporting employees adhere to company policies and procedures.
- Perform other duties as required.

**REQUIREMENTS**
- High School diploma, G.E.D. or equivalent.
- Post Secondary diploma or degree in a technical field preferred.
- 5 or more years' previous management experience in a technical environment with proven leadership abilities.
- Effective leadership skills, with a strong focus on operations and business processes.
- Able to identify key issues; creatively and strategically overcome internal challenges or obstacles.
- A clear and solid understanding of personnel policies, practices, and procedures and other operational issues faced by the organization.
- Effective attention to detail and a high degree of accuracy.
- High level of integrity, confidentially, and accountability.
- Sound analytical thinking, planning, prioritization, and execution skills.
- A well-defined sense of diplomacy, including solid negotiation, conflict resolution, and people management skills.

**WORKIN