Service Manager

**Service Manager - Join Our Expert Service Team**

Are you an experienced leader in service operations with mechanical aptitude and a passion for optimizing efficiency, managing teams and processes, and delivering outstanding customer service? A.J. Stone Company Ltd. (A.J. Stone) is looking for a Service Manager to oversee our growing service department, ensuring seamless operations, compliance with industry standards, and ensuring a high level of customer satisfaction.

**About Our Service Department**:
At A.J. Stone we service what we sell Our team of certified technicians provides both in-house and mobile service for leading products and brands. We specialize in MSA SCBA Flow Testing, gas detection calibration, TFT nozzle and valve maintenance, breathing air compressor service, and LION training props, and more.

Our service department consists of mobile service technicians who travel across Ontario with fully stocked vehicles, performing on-site flow testing and services to current NFPA Standards for MSA SCBA. We also have a technical service lead that manages compressor services and installations, LION repairs and providing various more complex repairs/technical support to the mobile technicians, and our customers. A.J. Stone's certified technicians ensure rapid service turnaround and comprehensive inspections, testing, and certification of all SCBA components, and repair work.

As our Service Manager, you will play a key role in leading and developing this highly skilled team, optimizing workflows, and expanding our service capabilities. This role requires hands-on mechanical knowledge to understand repair processes, diagnose issues, and support technical troubleshooting.

**KEY DUTIES AND RESPONSIBILITIES**
- Lead and manage the service team, ensuring effective scheduling and workload management.
- Oversee staffing, warranty processes, and service-related procedures to maximize efficiency.
- Maintain service inventory, procurement, and vendor relationships to support operations.
- Collaborate with management to track service performance, analyze data, and drive strategic improvements.
- Develop and implement standard operating procedures for service personnel, including manual/procedural documentation writing/editing.
- When required, hands-on troubleshooting, diagnosing, and supporting repair processes for mechanical and electrical equipment. The Service Manager will be required to obtain relevant product line certification training.
- Foster strong customer relationships through proactive communication and service excellence.
- Ensure compliance with health and safety regulations, enforce safety policies, and promote a safe work culture.
- Provide leadership within the warehouse to maintain an organized and collaborative work environment.
- Support continuous training and development for the service team to enhance industry expertise.
- Manage onboarding, performance evaluations, and adherence to company policies.

**KEY SKILLS, KNOWLEDGE, AND ABILITIES**

**Technical and Industry Knowledge**
- Solid understanding of business management, operational processes, and their impact on people, finances, and technology.
- Strong mechanical knowledge, including the tools and equipment.
- Knowledge of warranty policies/claims processing, and vendor coordination.
- Familiarity with inventory management, procurement, and supply chain logistics.
- Proficiency in service management software, work order tracking, and reporting systems.

**Leadership and Team Management**
- Demonstrated experience in managing, planning, organizing, and coordinating service projects.
- Strong decision-making skills with the ability to establish priorities and manage time effectively.
- Ability to lead, mentor, and develop a high-performing service team.
- Conflict resolution and problem-solving abilities to foster a positive work environment.
- Experience in performance management, including coaching, training, and conducting evaluations.

**Customer Service and Communication**
- Excellent problem-solving, negotiation, and customer service skills.
- Strong interpersonal skills to build and maintain proactive relationships with customers, vendors, and stakeholders.
- Effective verbal and written communication skills for clear internal and external interactions.
- Professional and diplomatic approach when handling service issues or escalations.

**Operational and Analytical Skills**
- Strong organizational skills to manage scheduling, service records, and workflow.
- Analytical mindset for tracking service metrics, identifying trends, and optimizing efficiency.
- Ability to electronically summarize, track, and report all work performed.
- Commitment to process improvements for streamlined operations.
- Competence in budgeting, cost control, and financial oversight of service activities.

**Adaptability and Problem-Solving**
- Ability to manage multiple priorities in a fast-paced, dynamic environment.
- Proactive approach to ident