Supervisor, Operations

WASH is a company that our customers depend on to keep them going so they can provide valuable services to their clients across USA and Canada (Coinamatic Inc. and ParkSmart Inc). We strive to build a sense of purpose and achievement in the work we do while staying true to the DNA of our core values. We value our people and encourage the development of talented and motivated employees to support the continued performance and growth of our diverse operations. We have been the foundation of many successful careers. At our core we are an innovation driven, fast-paced team environment with a high performance culture. If you are looking for a career that will challenge and engage you, is focused on customer care and quality service, then WEare the company for you. We invite you to bring your passion and experience to our team!

The Service Supervisor oversees all aspects of the service department, ensuring the efficient operation, maintenance, and repair of laundry equipment installed in multi-residential buildings. This position is responsible for managing a team of service technicians, meeting service level agreements, improving operational efficiency, and delivering outstanding customer service. The candidate must hold a validG2 or higher gas license for Ontarioto oversee work involving gas-powered appliances and installations.

What you will do:

Team Leadership:

• Supervise, mentor, and provide performance feedback to a team of service technicians.
• Plan and assign daily service schedules, ensuring optimal coverage and productivity.
• Conduct regular team meetings to communicate goals, address challenges, and promote a collaborative environment.

Operational Management:

• Ensure timely response and resolution of service tickets to meet or exceed company standards.
• Monitor and analyze key performance indicators (KPIs) such as ticket closure rates, response times, and first-time fix rates.
• Develop and implement strategies to improve technician efficiency and service delivery.

Customer Service:

• Act as the primary point of escalation for customer complaints or complex service issues.
• Foster strong relationships with clients to ensure satisfaction with equipment performance and service.

Compliance and Safety:

• Oversee all gas-related services, repairs, and installations to ensure compliance with industry regulations and safety standards.
• Ensure all technicians comply with company policies, safety regulations, and industry standards.
• Maintain accurate records of service activities, inspections, and compliance documentation.

Process Improvement:

• Collaborate with other departments to streamline workflows, including installations and collections.
• Identify and implement best practices for preventive maintenance and service operations.

Budget and Inventory Management:

• Manage the service department’s budget, including labor, parts, and equipment costs.
• Oversee inventory control for replacement parts and tools.

What we are looking for:

• Must hold a valid G2 or higher gas license for Ontario.
• Proven experience in a service management or similar role, ideally in the laundry equipment or appliance industry.
• Strong leadership and team management skills with experience supervising teams.
• Excellent problem-solving and organizational abilities.
• Knowledge of repair and maintenance processes for laundry equipment is an asset.
• Proficiency in using service management software and tools.
• Strong communication and customer service skills.
• Valid driver’s license and the ability to travel to client locations as needed.

Preferred Skills

• Experience working with multi-residential or commercial clients.
• Familiarity with scheduling tools such as ServiceMax or other field service management platforms.
• Background in troubleshooting predictive maintenance systems is an advantage.

Work Environment

• Primarily office-based in Mississauga, with regular site visits in the GTA to oversee service operations and conduct site inspections.
• Occasional after-hours work may be required to resolve urgent issues.