National Field Operations Manager

Established in 2002, **Northern Dock Systems** is a National Leader in the Sales and Maintenance of Overhead Door and Docking Systems. Our customer base includes Tier 1 organizations such as Walmart, Loblaws, Home Depot, Lowes, etc. and we are growing at a fast pace At NDS, we take pride in our staff - they are the backbone of all that we do - and as we grow, we are looking for talented additions to our team.

Northern Dock Systems Inc. is seeking a National Field Operations Manager to join our team in Mississauga

The primary function of theNational Field Operations Manager is to manage, guide & support all aspects & members of the NDS field operations team in Canada. Additionally, as trusted, valuable and integral member of NDS’ Management Team, you will be relied upon heavily to support, assist, lead and work cooperatively with other members of NDS’ Management Team.

With service offices located in British Columbia, Alberta and Ontario, the National Field Operations Manager will share responsibility for the management for NDS’ overall Operations P&L, while contributing to assist plan, support & direct operations activities across the company with the goal of improving departmental efficiencies, achieving operation measurables with ultimate goal to improve service levels and customer satisfaction. This role is also charged with developing and executing operations strategies which support the growth of the overall service business, both in revenue and profitability. The incumbent will lead and oversee the largest team at NDS consisting of Field Service Supervisors, Service & Installation Technicians and Electricians. This role will be relied upon and responsible for contribution to special projects spanning all aspects of the business. Regular interface (collaborate and cooperation) with all functions of the organization is expected and required.

**Key Responsibilities**:
**Leadership**:

- Directly responsible for the leadership, development & management of all NDS Field Service Supervisors, Installation Supervisor, Electrical Supervisors, Out of Province Branch Supervisors & all NDS Field Staff
- Assist, support, and coordinate with management of NDS’ overall service business with the goal of growing the overall construction, service and PMP service
- Develop company policies & processes as it relates to NDS Field Staff with the goal of providing better overall service to all NDS customers while increasing efficiency, revenue and profitability
- Drive performance by setting clear goals for team members, supporting all staff to help them achieve these goals and regularly evaluate performance versus targets & plans
- Encourage open communication, foster teamwork amongst team and cross-divisional colleagues
- As a member of NDS’ Mgmt. Team, maintain a positive attitude & set a good example all direct reports as well as NDS staff
- Ensure technicians receive proper Health and Safety training, product technical training, and maintain their required certifications
- Assist to develop, coordinate, and execute training plans and staff development to support servicing of existing and new product and technology release

**Responsibilities**:

- Efficient & profitable execution of all Service & Installation WO’s across all NDS locations
- Taking ownership of all Service & Install Escalations in order to remedy any issues quickly and efficiently
- Strive to ensure that the highest level of service and customer satisfaction is maintained
- Work with customers and technicians to resolve problems with direct responsibility over the Field Operations team
- Maintain and implement standard operating procedures & processes as established by NDS
- Drive business process improvements for day-to-day work of the field team
- Responsible for acquiring knowledge in new and existing NDS products and staying informed of regulations and related codes as well as ensuring that the service technicians are kept up to date
- Identify and develop best practices across the entire team to drive service productivity
- Maintain and focus on increasing revenue and profitability in the operations department to meet or exceed financial objectives & ensure the budgeted operations revenue and margin is achieved or exceeded.
- Develop and implement strategies that improve the customer experience, business revenues, internal productivity, and operational efficiency, KPI’s, Promote the value proposition in specific sales opportunities
- Develop, monitor, and implement cost savings measures as it relates to the Field Operations Team
- Assist in the creation of the operations department budget
- Priority focus on increasing revenue and profitability while taking steps to control costs
- Establish & Manage Field Supervisor & technician/ electrician territories to ensure maximum productivity and provide the best possible response times to customer service requests
- Coordinate, support & communicate with National Inside Service Manager