Job Description

Job Overview

We are seeking a dedicated and experienced Service Manager to lead our service department. The ideal candidate will possess a strong background in customer service, with the ability to effectively manage a team while ensuring the highest level of service to our clients. This role requires excellent communication skills and a passion for delivering exceptional customer experiences in a fast-paced environment.

What we are looking for:

Team Leadership:

Oversee and manage a team of office staff (i.e., service administrators, dispatchers, etc.) and on-road service technicians responsible for the installation, repair, and replacement of equipment, ensuring tasks are completed efficiently and to high standards.

Scheduling & Workload Management:

Plan, organize, and monitor the daily tasks of the service team, including routine maintenance.

Sales Collaboration:

Partner with the sales team to coordinate equipment demonstrations, installations, and service-related activities for both prospective and current clients.

Third-Party Coordination:

Manage the installation and repair services provided by third-party vendors.

Goal Setting & Staff Development:

Assist service staff in setting and achieving goals, providing guidance to help them succeed.

Performance Monitoring:

Motivate the service team and regularly assess their performance to ensure high productivity and job satisfaction.

Communication:

Facilitate effective communication within the service department and with other departments across the company.

Customer Focus:

Foster a customer-centric environment, continuously aiming to enhance customer satisfaction.

Complaint Resolution:

Address and resolve customer complaints promptly, working closely with clients to resolve disputes.

Warranty & Compliance:

Ensure adherence to manufacturer warranty policies and procedures.

Training:

Provide ongoing training and resources for service staff to stay updated on product knowledge.

Policy Adherence:

Ensure that all team members understand and comply with department policies and procedures.

Cost & Time Estimates:

Provide accurate estimates for repair and maintenance costs and timelines.

Quality Assurance:

Maintain high standards in service quality, minimizing the need for repeat repairs.

Tool Management:

Ensure proper care, storage, and inventory of tools.

Record Keeping:

Keep customer files updated and easily accessible for reference.

Pricing & Packages:

Prepare pricing guides and maintenance packages for frequent service requests.

Customer Follow-Up:

Conduct follow-ups within 24 hours to confirm customer satisfaction.

Quotations & Installations:

Prepare and oversee service quotations and installations.

Policy Compliance:

Maintain comprehensive knowledge of company and department policies, ensuring compliance at all levels.

About you:

Experience:

4-6 years of progressive experience in a service department, with at least 4 years in a supervisory role.

Education:

A university degree or college diploma in business administration.

Technical Knowledge:

Strong understanding of technical repairs, particularly with kitchen equipment.

Leadership:

Proven experience in leading and managing teams.

Organizational Skills:

Strong organizational, time management, and multitasking abilities.

Problem-Solving:

Capable of addressing complex issues and implementing solutions that benefit the entire department.

Interpersonal Skills:

Excellent communication skills, both verbal and written, with a strong focus on customer service.

Customer Relations:

Ability to build and maintain strong, trusting relationships with customers.
This role is ideal for a proactive leader who is passionate about service excellence and customer satisfaction. Join us to make a significant impact within our organization!

Job Types: Full-time, Permanent

Pay: From $80,000.00 per year

Benefits:

Dental care Extended health care On-site parking RRSP match Store discount
Schedule:

8 hour shift Monday to Friday
Application question(s):

This position requires you to oversee and manage a team of office staff (i.e., service administrators, dispatchers, etc.) and service technicians. Do you have this experience?
Experience:

Supervising: 4 years (required) Service Industry: 4 years (required)
Work Location: In person