Service Centre Manager

ASL Roteq is focused on providing end-to-end pump repairs, service, training and helping customers solve their pumping requirements.

**Division**: Industrial - Pump

**Location**: Mississauga, ON (on-site)

WHAT DO WE DO?
We create solutions for the people who keep our world flowing.

For over 80 years, John Brooks Company has been solving fluid handling challenges for customers in various industries/markets across Canada by providing a diverse selection of engineered products and innovative system designs, focusing on customized solutions consisting of filtration, pump, spray, and valve products.

**THE COMPANY**:
John Brooks Company has doubled in size in the last 6 years to over 200 employees across Canada. Since 1938, we have worked hard to build & nurture an entrepreneurial environment, where creative thought and initiative are encouraged; this is a place where your ideas matter If you have a strong work-ethic, passion, and determination, we’ll provide the tools you need for success. We will help you grow so that we can continue growing.

At John Brooks Company, everyone has a place. Expect to be here a while - our average tenure is over 11 years We’re committed to cultivating and preserving a culture of inclusivity and connectedness. We enjoy celebrating achievements by means of formal service awards, employee achievement awards, and milestone birthdays.

We offer our employees competitive remuneration including base salary + incentive, competitive vacation plan, and a generous benefits package that includes Company Group RRSP with employer matching. Other perks include an annual health & wellness subsidy and paid personal days.

**THE ROLE**:
The Service Manager's responsibilities include providing the highest level of customer service, developing lasting customer relationships and managing the service team. The Service Center Manager maintains a strong working knowledge of all industry standards and practices as well as the company's products and services. The Service Center Manager should display a strong sales-minded attitude as well as excellent leadership skills. Have the ability to develop and maintain strong, positive relationships with our service team, our customers and our vendors.

**DUTIES & RESPONSIBILITIES**:

- Communicate with clients throughout the quoting and service process to ensure and maintain a high level of client satisfaction.
- Support the Service Center in various areas, including recruitment, scheduling, performance management, process improvements, employee relations and development, coaching and motivating direct reports.
- Provide technical and engineering support where required to the service team during repair evaluation, repair disposition/report creation and rebuild.
- Provide guidance and expertise during the dismantle process and help in the review and condition of components.
- Aid in the training and development of all personnel within the Service Center team.
- Responsible for maintaining customer satisfaction by ensuring the delivery of quality work, on-time and as quoted.
- Responsible for meeting the Service Center’s KPI’s.
- Work with the Technical Sales Reps to meet and exceed customer service expectations.
- Where necessary aid in the co-ordination and communication between TSR’s and the customer regarding repair/service requirements.
- Work with the Pump Service Team to ensure proper procedures are being followed during the dismantle, evaluation and rebuild process.
- Delegating and directing service tasks, monitoring the progress of current projects, and managing service team members to ensure the team's objectives and sales goals are met.

**QUALIFICATIONS**:

- Post-secondary degree/diploma.
- A minimum of 6-9 years of related experience.
- Management experience is a must (supervising a team of at least 5-6 employees)
- Pump experience is ideal, along with knowledge and experience with rotating equipment (blowers, fans, compressors).
- Experience with heavy machinery is an asset.
- Proven ability to work in a fast-paced environment and with cross-functional teams.
- Excellent planning, organizational, and time management skills.
- Driven to innovate and iterate to find the best solution.
- Excellent interpersonal and communication skills.
- A demonstrated alignment with John Brooks values; customer first, respect, entrepreneurial spirit, innovation, and integrity.

**WORK ENVIRONMENT**:

- On-site at the service center location.
- Occasional travel required: provincial (mostly day trips)

Fully vaccinated against COVID-19 with all required doses of a vaccine approved by Health Canada. John Brooks will provide reasonable accommodation to individuals who cannot be vaccinated due to medical reasons or any other ground protected by the Canadian Human Rights Act.

We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.