Service Operations Specialist

OSL Retail Services; Mississauga; On-site; CAD 78,000 - 83,000; Full time

Job summary

Join a leading company as a Senior Specialist in Service Operations, where you'll manage a national service support infrastructure for home appliances. This role involves enhancing service quality, developing training programs, and ensuring exceptional customer satisfaction through effective service strategies. Ideal candidates will have a relevant degree and significant experience in technical support and service management.

Benefits

Training and development opportunities

Supportive workplace culture

Qualifications

• 3+ years of experience as a technical trainer, service manager, or combination preferred.
• 3+ years of technical support experience with Home Appliance products preferred.
• Strong proficiency in Excel, Word, PowerPoint.

Responsibilities

• Manage operation of authorized service centers for quality and customer service.
• Strategic planning and training program development.
• Monitor KPI metrics to improve repair quality and service efficiency.

Skills

Customer service

Time management

Technical support

Education

University degree or College equivalent in Business Administration, Engineering or HVAC

Tools

MS Office

Job description

This range is provided by OSL Retail Services. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$78,000.00/yr - CA$83,000.00/yr

Direct message the job poster from OSL Retail Services

Bilingual Talent Acquisition Specialist at OSL Retail Services

It’s an exciting time to be at OSL Retail Services, working for a people focused company that’s at the top of its game. The momentum we’ve generated in recent years with our commitments to client customers, innovation, business results, and an entrepreneurial spirit has created energy, enthusiasm, and engagement among our employees that is pushing us to new heights. And we’re on the lookout for talented people who share our vision and values and want to join us in this journey.

The Company:

OSL was established in 2012 in Mississauga, Ontario, to provide clients with customized designed sales solutions in retail, direct sales, merchandising and customer acquisition. Our culture is our foundation. Passionate employees, great customer service and long-term relationships are all built upon that foundation. We value people, passion, honesty, respect, and integrity. Our Vision is to be the premier sales organization in North America by enriching the lives of all people and the communities we live in. Our Values are, Belonging, Collaboration, Responsibility, Passion, Over Achievement, and Innovation.

The Position:

We are currently seeking a Senior Specialist, Service Operations (Appliances) to lead and manage the Service Support Infrastructure with a primary focus on supporting home appliance products. This role is instrumental in developing and enhancing a national service network that delivers best-in-class service to consumers and retailers. The successful candidate will ensure the appliance service network is equipped, trained, and aligned to deliver outstanding repair quality and customer satisfaction, leading to top-tier customer survey results. Additionally, this role will provide strategic service direction to the sales team and ensure that all service training programs—technical and system-based—are created and delivered effectively across the appliance service network. The position also ensures retail partners are equipped with all necessary technical and service-related information for appliances.

What you’re responsible for:

• Responsible for the operation of all authorized service centers including quality and customer service on a national scale.
• Strategic planning and product quality monitoring to ensure best in class service.
• Ensure that the Service Network is optimized for full product coverage across the country. Develop and carry out training programs.
• Develop programs and processes that will ensure service calls are consistently handled more effectively, and the overall quality of the repairs are increased to industry benchmark levels.
• Ensure all reports are completed on a daily, weekly and monthly basis.
• Ensure that all KPI’s (redo repair, repair time, first time completion) are met as mandated.
• Reduce the overall service expenses while simultaneously improving repair quality and customer service.
• Access to new product information and products for use as samples for training.
• Ability to achieve difficult KPI’s by gaining the consistent support and cooperation of the 3rd party service network.
• Access to detailed “repair type” information, by product and inquiry. Useful to action issues that will reduce the number of service calls and increase customer satisfaction.

To join our team:

• University degree or College equivalent in Business Administration, Engineering or HVAC
• Strong proficiency in Excel, Word, PowerPoint and other MS Office applications
• Highly motivated to take on new tasks and responsibilities with excellent time management skills
• 3+ years of experience as a technical trainer, assistant service manager, or service manager or a combination preferred
• 3+ years of technical support experience with Home Appliance products preferred

What we offer:

• A competitive base salary $78K - $83K plus bonus and other perks
• Training and development opportunities to grow your career with one of Canada’s Best Managed Companies
• A supportive workplace culture and work environment

The Interview Process

• Stage 1: If your profile is a match, we will invite you for a first conversation with the recruiter.
• Stage 2: The next step is a virtual conversation with the hiring manager.
• Stage 3: The final step is a in-person interview with the hiring manager and extended team members.

If this sounds like you and you’re excited to be a member of our team, please apply now.

We thank all interested applicants; however, only qualified candidates will be contacted. This position requires the successful completion of a criminal background check.

Disclaimer: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

OSL is committed to an inclusive workplace that does not discriminate against race, nationality, religion, age, marital status, physical or mental disability, sexual orientation, gender, or gender identity. We believe in diversity and encourage any qualified individual to apply

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management, Training, and General Business

• Industries

  Appliances, Electrical, and Electronics Manufacturing, Repair and Maintenance, and Technical and Vocational Training

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