Service Manager

RiseMe; Kitchener; On-site; CAD 70,000 - 80,000; Full time

Job summary

Nors is seeking a Service Manager to join the Serviceteam in Kitchener. The Service Manager is responsible for the daily operations and management of the Service Department, management and control of the WIP, ensuring Technicians have a full work schedule in shop or on the field, and resolving customer disputes.

Expected Salary range (gross/annual) is $70,000.00 to $80,000.00 per year, with responsibilities spanning customer liaison, safety adherence, staff development, and driving customer

Qualifications

• Diploma post-secondary in mechanical field.
• WHMIS and Safety Training.
• Experience in service management or supervisory role.

Responsibilities

• Oversee Service Department operations and WIP control.
• Schedule Technicians for shop or field work.
• Monitor overtime hours and resolve customer disputes.
• Ensure safety compliance and quality of service.

Skills

Organized

Good communication

Leadership

Basic computer skills

Teamwork

Deadline-driven

Managerial

Equipment knowledge

Education

Diploma post-secondary/mechanical

WHMIS and Safety Training

Tools

Microsoft Office

Job description

With a legacy of over 90 years, we continue to grow and strengthen our presence in the 7 countries where we operate, with more than 100 units and representation of leading brands in our business areas.

Every day, we strive to meet market needs with excellent solutions, equipment, and services — and we believe we have the best talent to deliver on those expectations.

We are looking for a Service Manager to join our Serviceteam in Kitchener.

What's the challenge?

What do we expect from you?

What will you find here?

SUMMARY:

The Service Manager is responsible for the daily operations and management of the Service Department, management and control of the WIP. The candidate will ensure Technicians have a full work schedule either in the shop or on the field, will monitor all overtime hours for Technicians and will resolve customer disputes.

Expected Salary range (gross/annual)

$70,000.00 to $80,000.00 per year

DUTIES AND RESPONSIBILITIES:

• Responsible for the overall management of activities and personnel within the Service Department
  to ensure it is being run efficiently and profitably in accordance with the budget.
• Primary liaison with the customer to diagnose the extent and type of service required including
  follow-up and dispatch mechanic to clients for repair.
• Ensuring that Health and Safety requirements are being strictly adhered to including toolbox
  meeting and inspections; for the goodwill of all, follow up company’s policy.
• Providing recommendations regarding hiring/dismissals/disciplining of service department staff; I
  help my department to ensure the smooth running of the team.
• Communicate clearly the extent of service required to the Shop Foreman or Technicians to ensure
  accurate and prompt response.
• Ensure staff are customer focused, professional and adequately trained to perform their functions.
• Structure shop and field procedures to monitor quality of work and drive customer satisfaction
  including dispatch to ensure prompt response to customer inquiries.
• Ensure Technicians complete work in a timely fashion with minimum rework; to deliver on time to
  the customer.
• Keep the Branch Manager informed of any problems or questions regarding service orders; to solve
  problems.
• Keep the Branch Manager informed of any customer issues arising from the service department,
  major problems are solved by the director, as these are decisions made between superiors.
• Ensure customer accounts are in good standing before creating service orders for billing to avoid
  delays.
• To deal with the disputes of the customers of the service, for the good progress and the payment of
  the services rendered to the customers.
• Organize and maintain the workshop and service trucks; for the proper functioning of the service

CORE COMPETENCIES:

• Organized
• Good communication
• Leadership
• Basic computer skills
• Ability to work in a team
• Ability to work under strict deadlines
• Microsoft Office
• Managerial
• Equipment knowledge
• Management of e-mail

EDUCATION/TRAINING:

• Diploma post-secondary/mechanical
• WHMIS and Safety Training

PARTICULAR CONDITIONS:

• On call 24/7
• Night shifts may be necessary
• Work is done primarily in a combination of office and shop environment with frequent walks in the shop The work requires moderate physical effort including bending, kneeling and walking

HEALTH AND SAFETY

It is our expectation that all Nors Employees will conduct their work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors employees will be required to report any and all incidences/accidents/near misses according to company policies

Nors is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.

Nors will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.