Job Description

Your role
As the Regional Service Manager - Eastern Canada, you will report directly to the Business Line Manager, playing a pivotal role in championing service excellence across Ontario, Quebec, and Atlantic Canada. You will manage and guide a dynamic team of field service technicians, enabling them to achieve outstanding performance. Collaboration will be key, as you work closely with colleagues from various departments to establish a vision of a 1:1 ratio of serviced to installed equipment within your region.
Key Responsibilities: * Operational Management

• Manage and monitor service performance indicators for your region, such as service variance, technician utilization rates, and cost control.
• Implement business development initiatives, ensuring profitable territory management.
• Optimize expenses while maximizing the usage of company resources and personnel.
• Regularly report regional outcomes, identifying trends and analyzing competitive intelligence in your market.
• Conduct on-site assessments alongside the sales team to support aftermarket business results.
• Team Leadership & Development

• Oversee the daily operations of service personnel, aligning with industry compliance and safety standards.
• Foster a culture of efficiency through the effective use of company software and resources.
• Perform field assessments of technicians to evaluate performance and technical skills, ensuring adherence to safety regulations.
• Manage the employee lifecycle-from hiring to development-driving a collaborative team environment that encourages professional growth.
• Customer Experience & Issue Resolution

• Actively seek to resolve customer service issues, ensuring timely resolution and measurable improvement in overall customer satisfaction.
• Coordinate warranty activities and facilitate goodwill gestures appropriately within your territory.
• Compliance & Safety

• Ensure strict adherence to Safety, Health, Environment, and Quality (SHEQ) policies across all operations.
• Provide training for employees to equip them with knowledge about workplace hazards and customer-specific requirements.
• Assume additional responsibilities as requested by management to bolster team and company performance.

Travel:
The role requires you to be based in either Cambridge or Mississauga, Ontario, with frequent travel to customer sites across Ontario, Quebec, and Atlantic Canada. This travel is essential for supporting technicians, enhancing customer relations, and driving service delivery.
Supervisory Responsibilities:

• Direct, motivate and develop team members to achieve operational goals.
• Actively participate in the performance appraisal process and employee coaching initiatives.
• Address employee relations issues equitably to strengthen workplace culture.

To succeed, you will need
To thrive in this position, you will embody customer-centric values, demonstrating a collaborative and positive attitude toward customers, team members, and partners in the industry. You will contribute to a work culture that prioritizes continuous improvement, safety, and collaboration. Your efforts will be critical in promoting Class 1 Inc.'s reputation as a reputable industry leader.
Qualifications:

• Possess a post secondary degree in a relevant field such as Service Management or Business Administration, along with technical trade qualifications or extensive work experience.
• 5+ years of relevant experience in mechanical and electrical service or service support roles.
• At least 5 years of proven experience in a leadership position capable of driving team performance.
• Valid Driver's License with a clean driving record.
• A Vulnerable Sector Police Record Check may be necessary based on specific job requirements.

In return, we offer

• Culture of trust and accountability
• Lifelong learning and career growth
• Innovation powered by people
• Comprehensive compensation and benefits
• Health and well-being

Job location
This role requires you to work on-site at our office in Cambridge and/or Mississauga, Ontario. You will be part of a dynamic team and enjoy the benefits of face-to-face collaboration.
Contact information
Talent Acquisition Team: Jennifer McComb
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