Service Manager - Kitchener, Canada - Golden Windows

Golden Windows
Golden Windows
Verified Company
Kitchener, Canada

3 weeks ago

Sophia Lee

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Sophia Lee

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Description

Position Summary:


We are looking for a
Service Manager who takes pride in the results they deliver, cares about making a difference and understands how rewarding working with a great team can be.


Essential Duties:


  • Service Department Oversight_
  • Manage all Service personnel and processes to ensure they align with the organization's goals, standards, and customer expectations.
  • Personnel Management_
  • Lead and manage Field Service/Installation Specialist, Customer Service Representatives, Service Technicians, and Parts Coordinator.
  • Hiring, training, setting performance goals, providing feedback, and addressing any personnel issues.
  • Customer Relationship Management_
  • Build and maintain strong relationships with internal and external customers, understanding their needs, and addressing any concerns promptly to ensure satisfaction.
  • Performance Metrics_
  • Develop and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the service department and processes.
  • Initiate corrective actions where KPIs are not met.
  • Process Improvement_
  • Identify areas for process optimization and improvement to enhance accuracy, quality, responsiveness, and costeffectiveness.
  • Stay updated with industry trends, best practices, and technological advancements to enhance service delivery processes.
  • Resource Allocation_
  • Assess and allocate resources such as personnel, technology, and tools to ensure the smooth delivery of services and the achievement of performance targets.
  • Problem Solving_
  • Address any servicerelated issues, troubleshoot problems, and collaborate with crossfunctional teams to implement solutions.
  • Budgeting_
  • Manage the budget allocated for service, ensuring that expenditures are within the allocated limits and implementing costeffective solutions.
  • Risk Management_
  • Identify and manage risks associated with service delivery, taking proactive measures to mitigate potential issues.
  • Reporting_
  • Prepare and review reports on service performance, resource utilization, and other relevant metrics for presentation to senior management.

Education/Knowledge/Experience Required:


  • Minimum 5 years experience in a supervisory role
  • Minimum 5 years experience in Customer Service within the manufacturing or construction industry
  • Experience in window and door industry considered an asset
  • Experience with MS Office and data entry, must be very comfortable using a computer

Attributes:


  • Passion and drive for delivering exceptional customer service
  • Proven track record of coaching and mentoring employees
  • Adaptable and flexible in managing multiple priorities and timelines
  • Excellent communication skills both written and oral
  • Great organizational skills and thoroughness in execution of tasks
  • Strong analytical and problem solving skills
  • Ability to work under pressure

Working Conditions:


  • Regular office hours
  • Monday to Friday
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