Service Operations Specialist

At OSL Retail Services, we believe people are the heart of everything we do, and it is an exciting time to be part of something special Our momentum is growing, and is fueled by innovation, collaboration, and a shared entrepreneurial spirit that drives real results. Founded in 2012 in Mississauga, Ontario, OSL delivers customized sales solutions in retail, direct sales, and customer acquisition, all built on a foundation of integrity, respect, and passion. Our culture thrives on connection, purpose, and growth. If you're looking for a place where your talents are valued, your ideas matter, and your career can grow, we'd love to meet you.

The Opportunity:

We are currently seeking a
Senior Specialist, Service Operations (Appliances)
, to lead and manage the Service Support Infrastructure with a primary focus on supporting home appliance products. This role is instrumental in developing and enhancing a national service network that delivers best-in-class service to consumers and retailers. The successful candidate will ensure the appliance service network is equipped, trained, and aligned to deliver outstanding repair quality and customer satisfaction, leading to top-tier customer survey results. Additionally, this role will provide strategic service direction to the sales team and ensure that all service training programs—technical and system-based—are created and delivered effectively across the appliance service network. The position also ensures retail partners are equipped with all necessary technical and service-related information for appliances

What you're responsible for:

• Responsible for the operation of all authorized service centers including quality and customer service on a national scale.
• Strategic planning and product quality monitoring to ensure best in class service.
• Ensure that the Service Network is optimized for full product coverage across the country. Develop and carry out training programs.
• Develop programs and processes that will ensure service calls are consistently handled more effectively, and the overall quality of the repairs are increased to industry benchmark levels.
• Ensure all reports are completed on a daily, weekly and monthly basis.
• Ensure that all KPI's (redo repair, repair time, first time completion) are met as mandated.
• Reduce the overall service expenses while simultaneously improving repair quality and customer service.
• Access to new product information and products for use as samples for training.
• Ability to achieve difficult KPI's by gaining the consistent support and cooperation of the 3rd party service network.
• Access to detailed "repair type" information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.

To join our team:

• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications
• Good negotiating skills
• Highly motivated to take on new tasks and responsibilities with excellent time management skills
• 3+ years of experience as a technical trainer, assistant service manager, or service manager or a combination preferred
• 3+ years of technical support experience with Home Appliance products preferred

What we offer:

• A competitive base salary of $78K- $83K plus bonus and other perks
• Vacation plus additional flex days
• Comprehensive benefits
• RRSP matching program
• Training and development opportunities to grow your career with one of Canada's Best Managed Companies
• A supportive workplace culture and work environment

The Interview Process

• Step 1: If your profile is a match, we will invite you for a first conversation with the recruiter.
• Step 2: The next step is a virtual conversation with the hiring manager.
• Step 3: The final step is an in-person interview with the hiring manager and extended team members.

If this sounds like you and you're excited to be a member of our team, please apply now.

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires successful completion of a criminal background check.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply