Service & Repair Manager - Toronto - Vistek LTD

Vistek LTD

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

PRIMARY RESPONSIBILITIES:

Service & Customer Care

Oversee and assist the front stage of the department to ensure you have SLA's (Service Level Agreements) set up and that the team meets or exceeds them.
Handle all escalated customer service issues and contact management if you need further assistance to resolve.
Work with the team to identify ways to enhance services and value for customers
Perform all front stage duties in the absence of staff to ensure SLA's are met or exceeded in all areas.
Identify opportunities for customer touchpoints on order status, offers and events

Business & Operations

Conduct analysis on workflow to ensure optimal productivity and profitability of work completed by the repair team
Accountable for achieving Service & Repair budgets and identifying value added services and revenue
Participate in leadership meetings as the Service & Repair representative.
Provide leadership support and identify actions for improvement in the daytoday operations of the department
Identify Key Performance Indicators (KPI's) and Service Level Agreements (SLA's) in all areas of the department
Interface with Management Team to provide support nationally to all Vistek stores and leverage enhanced and standardized processes and workflows across Vistek
Work with Marketing and Merchandising to create promotions and programs to increase Service & Repairs revenues
Review and maintain the Service Page content on our website and address changes with the Marketing team.
Communicate with staff to address job level issues impacting operations and performance
Maintain the facilities ensuring order, workflow logic and equipment storage
Manage the integration and training of the new Service & Repair software program to ensure a smooth launch.

Inventory Management

Manage Return to Vendor process from initial product return to inventory adjustment and restocking repaired and refurbished or open box goods
Prime company liaison for the manufacture returns process.
Responsible for all Repairs inventory; parts ordering, requisition management, costs, inventory controls and replenishment for the Service & Repairs department
Manage Tradeins and assessment of inventory returns in Toronto and nationally prime for the returns process
Catalogue and understand all work in progress, the value of Vistek goods, aging, and status of Vistek and customer products including equipment and goods held at the technician repair stations and their shops

Leadership

Provide leadership support at the department level to Service & Repair staff addressing roadblocks, managing escalations, and communicating with internal and external partners
Responsible for staff scheduling, coaching, performance management and development
Maintain Health & Safety compliance, providing staff with a healthy and safe work environment

Vendor Management

Responsible as primary contact for all vendors in managing relationships and ensuring vendors meet their commitments to us
Negotiate vendor pricing, mark ups, landing US costs; Identify ways to enhance vendor relations, workflows, and timelines for order completions

Reporting & Analysis

Accountable for defining and coordinating the development of national performance reports outlining key performance indicators (KPI's); outstanding work orders, manufacture returns, equipment assessments and inventory management
Responsible for developing and maintaining the content on the Service and Repairs departmental page
Conduct regular process reviews to continuously improve repair cycle times for completions, billable hours for repairs, understanding the overall profitability and performance of the department nationally.
Vistek proudly supports employment equity and diversity and encourages all qualified applicants to apply. All job applicants have the right to accommodation if required._
Not accepting phone calls or recruitment agencies, thank you for your understanding._