Job Description

ABOUT US

Upper Canada Specialty Hardware Limited (UCSH) was founded in 1987. We provide consultation services to our customers and offered doors, frames and specialty hardware to meet our clients with discerning tastes. Our main goal is to provide quality service and innovation ideas for owners, architects, developers and contractors.

Over the years, UCSH has evolved into a family of companies that includes a commercial division, a residential division, a security division and installation services. Our work encompasses projects in all sectors of the building industry: hospitals, government buildings, office buildings, hospitality, civic, condominiums, custom residential and retail spaces. We have also been involved in specialty projects such as casinos, airports, theatres, computer data centres, police buildings, primary and secondary schools, and universities.

Our commitment to excellence is embodied in the strong relationships we've maintained with our business partners. We are confident we can enjoy continued success by recognizing that our UCSH team is our most important asset, and through an unwavering focus on continual improvement so that we may always over deliver in all facets of quality, reliability and integrity.

WHAT'S IN IT FOR YOU?

UCSH continues to grow and expand across Canada. We are looking for top talents like you to join our team and use your expertise to bring innovative ideas to UCSH!

We offer competitive pay, benefits, perks, fun and collaborative work environment. Most importantly, we provide growing opportunities at UCSH!

UCSH is looking for a full time

Service Department Manager

position. This is an onsite position in our Markham location.

WHAT'S THE JOB ABOUT?

Reporting to the Managing Director, Operations, the Service Department Manager position is responsible to lead the development of a new enhanced service role within the Service Department. This role also oversees the day-to-day operations of the locksmith and service teams, ensuring excellence across all assigned projects. The ideal candidate brings strong leadership and project management skills to drive execution and deliver outstanding service outcomes.

Some of the work you will do, but not limited to:

Strategize and grow a new service offering within the Service Department, including defining its vision, scope and operational framework.

Enhance after-sales service offering as project transition to the final stages of their lifecycle.

Develop and negotiate maintenance agreements with customers to ensure long-term service relationship.

Manage daily operations of the service and locksmith teams, ensuring efficiency and quality.

Resolve service related customer issues, with a focus on satisfaction and retention.

Identify and mitigate risks that could impact project timelines or budgets.

Provide leadership and direction to locksmith service technicians across assigned projects.

Ensure the department is equipped with the necessary tools, equipment and resources.

Other duties as assigned.

WE ARE LOOKING FOR SOMEONE LIKE YOU WHO HAS:

Minimum 10 years of supervisory experience, with a proven ability to lead teams effectively.

At least 5 years of experience managing a service department and supervising field technicians.

Proven ability to build and mentor teams, creating a culture of accountability and growth.

Experience launching or scaling new service offerings or business lines

Industry experience in commercial hardware, or related fields such as commercial service or building facilities maintenance is a strong asset

Demonstrate project management skills in executing small to mid-size projects

Solid understanding of profit and loss principles and departmental budgeting

Proven track record of delivering exceptional customer service

Basic knowledge of locksmithing and related service operations

Strong upselling and business development skills

Proficient in Microsoft Office, POS systems, and Microsoft Dynamics GP (Great Plains)

Excellent verbal and written communication skills

Strong problem solving abilities and decision making skills

Ability to work cross-functionally and collaborate across departments

Valid driver's license and comfortable with local travel as required

Meticulous with attention to detail and quality standards

We thank all applicants for their interest in employment with Upper Canada Specialty Hardware Ltd. (UCSH), however, only those selected for an interview will be contacted.

At UCSH, we want people to love their work and show respect and empathy to all. We are committed to building a diverse workforce representative of the communities we serve and encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

We are proud to be in compliance with the Accessibility for Ontarians with Disabilities Act (AODA), 2005 and the Integrated Accessibility Standards Regulation. Applicants with a disability may request accommodation at any stage of the recruitment process by contacting the Human Resources Department.

Job Types: Full-time, Permanent

Benefits:

Company events Dental care Employee assistance program Extended health care Life insurance On-site parking Paid time off
Experience:

supervisory: 10 years (preferred) managing a service department: 5 years (preferred) launching or scaling new service offerings or business lines: 3 years (preferred) commercial hardware: 5 years (preferred) locksmithing: 2 years (preferred)
Licence/Certification:

Ontario Driver License (preferred) and reliable vehicle (preferred)
Work Location: In person