Job Description

The Service Department is a 24/7 operation committed to a minimum response time of no more than 4 hours. The Service Manager will manage all aspects of the service department, warranty, and service-related work from kick-off to final acceptance. The Service Manager will be part of the Operations Group and will report directly to the Vice President of Operations.

It is vital that the Service Department maintains a high level of service excellence, maintains a customer-centric focus, while achieving profit-center performance targets.

Role and Responsibilities

? Oversee the operations of the Service Department, having approximately (6) to (12) direct reports.

? Developing, reporting and maintenance of departmental performance targets (KPIs).

? Revenue Generation through proactive service planning and sales.

? Service call processing - answering calls and directing as required.

? Training and Development of Service Technicians.

Ensuring all safety certificates and training are always up to date Coordination of upskill training for the team Ensuring any corporate training requirements are met on time
? Preparation and delivery of employee performance appraisals.

? Responsible for increasing and maintaining a high utilization rate for the technicians, and reporting monthly, quarterly and yearly on utilization of the team;

? Accurate records keeping of all Service Department documentation, including but not limited to Field Reports, Service Work Order (SWO) Forms and Preventive Maintenance (PM) Reports and any other customer issued reports

? Maintenance of open Service Orders (Open order reports) and AR support for billings.

? Maintenance and coordination of Core Issues meetings and is responsible for driving solutions for any core issues

? Spare parts orders - full cycle; quoting, ordering, packing and shipping.

? Maintenance of LTA Customer Training Program including keeping documentation up to date and coordinating issuing training certifications for customers.

? Service special projects - as required.

? Monitoring the market and costs and proposing updates to Service Rates to Senior Management as required.

Qualifications and Education Requirements

? Post-Secondary education in a technology related field; Electrical Engineering, Mechanical Engineering or Controls Programming is an asset

? Trade Certification; Electrical, Industrial or Mechanical

? Experience with material handling / industrial automation systems for the automotive industry.

? Specific experience with press automation or metal forming technologies an asset.

? Strong ability to troubleshoot or diagnose field equipment issues.

? PLC and Servo-based system knowledge.

? Experience with contract administration and change management practices.

? Experience with quoting parts and service work, including proper costing practices.

? Training or experience in negotiation would be an asset.

Key Attributes

? Ability to coordinate a high level of activity under a variety of conditions and constraints.

? High energy, adaptability and overall ability to motivate fellow team members in a positive manner.

? Ability to work well under pressure in a constantly changing environment.

? Customer Service focused approach to problem solving

? Effective working knowledge of MS Office (Word, Excel, PowerPoint) and MS Project.

? Excellent conflict resolution skills.

? Excellent judgment and strong problem-solving skills, including the ability to understand the financial impact of relevant options.

? Excellent oral and written communication skills.

? Strong organizational skills, attention to detail, and a disciplined approach to work.

? Able to travel within North America.

? Proficient in the use of MS products (Excel, Word, PowerPoint etc.

Preferred Skills

? Leadership skills are required. The ability to coordinate and motivate the team is essential.

Job Types: Full-time, Permanent

Pay: $62,250.00-$109,681.10 per year

Benefits:

Casual dress Company events Dental care Extended health care On-site parking Paid time off Tuition reimbursement Vision care
Work Location: In person