Summary
Reporting to the Regional Service Operations Manager, the Service Manager is
responsible for providing leadership and guidance to our Field Service Technicians. The
Service Manager will foster a positive and safe work climate for our customers,
technicians, co-workers, and management.
Core Competencies
• Strong leadership, mentoring, and team building skills
• Excellent interpersonal, customer service, and service sales skills.
• Motivation to achieve business targets
• Accountability and dependability
• Excellent verbal and written communication
• Admirable Time, Project, and Stress management
• Proficient analytical, problem solving and negotiation skills
• Excellent organizational skills with multi-tasking capabilities
• The Service Manager must have a sense of urgency and be creative and flexible in meeting both our Customer's and our business needs.
Responsibilities include:
• Lead the Field Service Technicians to exceed; sales revenue, gross margins, and income forecasts.
• Complete regular ride-alongs with Technicians, providing technical and procedural coaching and mentoring.
• Provide direction and support to Technicians holding them accountable for quality, productivity, and customer service.
• In collaboration with the dispatch team, ensure that Technician time is optimized in terms of billable service, while ensuring the right Technician with the right skills for the job is dispatched in the most efficient manner, and that all required job details (reports, hours, parts, comments) are accurately executed in-system.
• Provide leadership in achieving Service Metrics Targets and customer satisfaction.
• Take a pro-active approach to resolving any customer complaints or disputes,
continuing to promote a high standard of customer service. This will involve direct customer contact with established negotiation authority.
• Ensure that all Health & Safety requirements are followed and continually work to reduce our risk.
• Manage and approve Technician time card including overtime and double-time.
• Assist with determining required staffing levels, related recruiting, and orientations.
• Perform technician one-on-ones, performance management and employee development.
• Increase technician productivity with the objective of improving our competitiveness and increasing income. This will include making equipment and supplies purchase recommendations and orders.
• Ensure hours used to perform work are reflective of hours allotted, and where exceptions are encountered, all possible steps are taken to mitigate future issues.
• Partner with Service Sales to ensure customer acquisition, renewals, and customer loyalty are optimized.
• Perform random site audits to ensure that our services consistently achieve the highest standards in our industry.
• Ensure that all Employee's work together and communicate in such a way that will avoid problems and disputes, always putting the Customer first. Prioritize duties for all field employees.
• Other tasks and responsibilities as may be required from time to time consistent with the position of Service Manager and the job description and duties set out above.
Education and other Requirements:
• 5+ years of Service Technician experience in generator industry required.
• Excellent working knowledge of Microsoft Office and computers.
• Valid driver's license and personal vehicle insurance.
• Strong HR management, interpersonal, and customer service skills.
• Team building, coaching, training, with the ability to coordinate activities, and improve task efficiency.
• Excellent communication; verbal and written.
• Problem solving, negotiation, decision making, and judgment.
• Excellent organizational skills with strong multi-tasking capabilities
• In the case of a power outage or declared State of Emergency by any level of Government in Ontario, be available for work.
• Travel and overtime as required. Participation in the after-hours on call rotation required.
• Lifting or moving up to 40lbs may be required.
