Regional Service Operations Manager

**Title**: Regional Service Operations Manager
**Company**:Total Power Limited
**Location**: Mississauga, Ontario

**Job Type**: Permanent, Full-Time

**Reports To**
Director, Operations

**Summary**

The Regional Service Operations Manager (RSOM) is responsible for the growth, management, coaching and performance of the Product Support business unit. This includes Service Sales & Operations, Parts Sales & Operations, supporting Rental Operations and Facility Management in the GTA and Southwestern Ontario region. This person is a professional with the ability to combine many skills such as team development and management, business development, sales and service expertise, financial acumen, leadership and building a great team culture. Having a passion to drive growth, providing the best Customer experience in the industry and the skill to deliver results that exceed plans is essential.

The RSOM is a strategic thinker and confidant to the senior management team, providing input to the Company’s plans and strategies, always presenting ways to improve the Company’s performance and inspiring people to exceed their own expectations.

**What You’ll Do - The Role (Responsibilities)**
- Responsible for achieving Product Support sales, gross margin, operating initiatives and income results that exceed forecasts for the region.
- Coach, manage and provide direction and support to the department managers & their teams, holding them accountable for customer service excellence, safety, quality, productivity, daily activities & commitments, and metrics.
- Coach, mentor and lead your teams to meet or exceed revenue, gross margin and income targets for Service and for the region.
- Support the service sales team to achieve sales targets for Customer Support Agreements, Repairs and CSA retention rates.
- Assist with budget planning, forecasts and operational objectives.
- Hold the team accountable for increasing technician productivity with the objective of improving our competitiveness and increasing income.
- Ensure the coordination and scheduling of maintenance and repair always prioritizing emergencies (while verifying credit worthiness).
- Present new ideas for revenue growth.
- Communicate, explain and reinforce company goals, objectives, plans and strategies.
- Responsible for ensuring a professional and safe work environment for all employees. Report any unsafe work instances to the Company health and safety officer or employee relations matters to HR.
- Human resource duties include monthly one-to-one meetings, timely employee coaching meetings, employee development, team building events, safety and training support and assistance with recruiting, disciplinary action, etc. (work with HR as required).
- Before taking any action, communicate concerns about the job performance of individuals on the team with your manager for discussion/decision.
- Host quarterly department meetings and ensure your management team host quarterly (minimum) department/branch meetings.
- Provide direction to your management team on accounts receivable issue resolution. Hold them accountable to take a proactive approach to resolve customer complaints and disputes.
- Deliver on the Company’s Customer Service Promise to ‘make each Customer experience extraordinary’ by upholding our Pillars and Values and by upholding our Company Communication Charter.
- Act as primary decision maker in the event of a power outage or a declared state of emergency by any level of Government within the applicable regions.
- Other tasks and responsibilities as may be required from time to time consistent with the position of Regional Service Operations Manager and the job description and duties set out herein.

What You Need (Requirements)
- Min of 5 years related experience in a service operations leadership role.
- College or University graduate preferred.
- Follow the Company’s Communication Covenants
- Excellent interpersonal and customer service skills.
- Ability to build and maintain lasting relationships with corporate departments and key business partners. Work collaboratively across all departments in the organization.
- Establish a culture of continuous improvement.
- Excellent working knowledge of:

- Microsoft Office and computers
- Adhere to all company guidelines and policies.
- Ensure all company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.
- Adhere to all Health and Safety rules and recommendations, never making compromises in a situation that is potentially unsafe.
- Present a professional image to the company’s customers and suppliers maintaining the highest ethical standard of conduct.
- Continuously promote the Company and its products and services; develop strong relationships by providing great customer service with the aim to retain customer business.
- In the case of a power outage or declared State of Emergency by any level of Government in your Regi