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    Operations Manager - Mississauga, Canada - Northern Dock Systems

    Northern Dock Systems
    Northern Dock Systems Mississauga, Canada

    1 week ago

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    Full time
    Description
    Operations Manager T14:27:57-04:00

    Operations Manager

    Position: Operations Manager
    Location: Mississauga, ON
    Manager: President
    Full-Time/Part-Time: Full-time
    Work Hours: Monday to Friday, 7:30 am to 4:30 pm

    Who are we?

    We are Northern Docks Systems, an industry leader in the sales, installation and service of industrial energy-efficient overhead doors and HVLS (high-volume low speed) fans. We have dedicated departments geared towards developing strategic and customized full-scale solutions to enhance safety, productivity, and efficiency for our customers across a wide variety of industries. NDS has been a trusted source for various companies across Canada since 2002. Our certifications, accreditations and memberships have helped us provide exceptional service.

    What are we looking for?

    Northern Dock Systems Inc. is seeking an Operations Manager to join our team in Mississauga

    The primary function of the Operations Manager is to manage, guide and support all aspects and members of the NDS field operations and customer care team in Mississauga. Additionally, as trusted, valuable and integral member of NDS' Management Team, you will be relied upon heavily to support, assist, lead and work cooperatively with other members of NDS' Management Team.

    The Operations Manager will share responsibility for the management for NDS' overall Operations P&L, while contributing to assist plan, support and direct operations activities across the company with the goal of improving departmental efficiencies, achieving operation measurables with ultimate goal to improve service levels and customer satisfaction. This role is also charged with developing and executing operations strategies which support the growth of the overall service business, both in revenue and profitability. The incumbent will lead and oversee the largest team at NDS consisting of Field Service Supervisors, Serve and Install Technicians and Electricians. Reporting directly to the General Manager and designated senior management you will be relied upon and responsible for contribution to special projects spanning all aspects of the business. Regular interface (collaborate and cooperation) with all functions of the organization is expected and required.

    What will you be doing?

    Leadership:

  • Directly responsible for the leadership, development and management of NDS Service Manager, (Customer Care/Service Coordinators in Service Manager absence) Field Service Supervisors, Installation Supervisor and Electrical Supervisor
  • Assist, support, and coordinate with management of NDS' overall service and install business with the goal of growing the Mississauga based installation, emergency service and PMP service
  • Develop company policies and processes as it relates to NDS Field Staff with the goal of providing better overall service to all NDS customers while increasing efficiency, revenue and profitability
  • Drive performance by setting clear goals for team members, supporting all staff to help them achieve these gaols and regularly evaluate performance versus targets and plans
  • Encourage open communication, foster teamwork amongst team and cross-divisional colleagues
  • As a member of NDS' Mgmt. Team, maintain a positive attitude and set a good example all direct reports as well as NDS staff
  • Ensure technicians receive proper Health and Safety training, product technical training, and maintain their required certifications
  • Assist to develop, coordinate, and execute training plans and staff development to support servicing of existing and new product and technology release

    • Responsibilities:

  • Efficient and profitable execution of all Service and Installation WO's across all NDS locations
  • Taking ownership of all Service and Install Escalations in order to remedy any issues quickly and efficiently
  • Strive to ensure that the highest level of service and customer satisfaction is maintained
  • Work with customers and technicians to resolve problems with direct responsibility over the Field Operations team
  • Maintain and implement standard operating procedures and processes as established by NDS
  • Drive business process improvements for day-to-day work of the field team
  • Responsible for acquiring knowledge in new and existing NDS products and staying informed of regulations and related codes as well as ensuring that the service technicians are kept up to date
  • Identify and develop best practices across the entire team to drive service productivity
  • Maintain and focus on increasing revenue and profitability in the operations department to meet or exceed financial objectives and ensure the budgeted operations revenue and margin is achieved or exceeded.
  • Develop and implement strategies that improve the customer experience, business revenues, internal productivity, and operational efficiency, KPI's, Promote the value proposition in specific sales opportunities
  • Develop, monitor, and implement cost savings measures as it relates to the Operations Team
  • Assist in the creation of the operations department budget
  • Priority focus on increasing revenue and profitability while taking steps to control costs
  • Establish and Manage FSS and technician/ electrician territories to ensure maximum productivity and provide the best possible response times to customer service requests
  • Coordinate, support and communicate with National Inside Service Manager to exchange information, review problems, develop solutions and coordinate customer service efforts
  • Assist with technical troubleshooting and quality control of products
  • Provide direct field management and supervision of NDS Top Accounts w/ specific responsibility to monitor and manage all field work being performed for select NDS House/Specialty accounts (Final List to be determined)
  • Act as a resource to and support sales staff when and as required to ensure new equipment proposals are accurate and projects are prepped and executed efficiently and to maximum profitability
  • Complete oversight and management of NDS Vehicular Fleet including as well as management of all Equipment, Tools, etc.

    • Support and Coordination:

  • Provide direct support to NDS Ownership and General Manager as and when required
  • Act as a valuable and contributing member of NDS' Management Team
  • Support, Assist and Coordinate w/ other Department Managers and Staff
  • Meet weekly with NDS National Inside Service Manager and Procurement/Parts Manager (future) to plan and work collaboratively towards overall NDS Operations goals
  • Work closely w/ Sr. Management Team in the development and management of yearly Operations budgets (Company and Department)

    • What skills, experience and education are we looking for?

  • At least 5 years of managerial experience in similar role/industry, overseeing a diverse team
  • Strong analytical skills with the ability to make operational decisions that improve efficiency
  • Experience with fleet management
  • Experience establishing and using KPIS
  • Strong interpersonal, oral, and written communication skills
  • Strong leadership skills, providing mentorship, coaching, guidance and training as required
  • Experience with CRM and basic Microsoft skills (One Note, PowerPoint, Excel, Word)

    • Benefits:

  • Automobile allowance
  • Dental care
  • Employee assistance program
  • Extended health care
  • Life insurance
  • Paid time off
  • RRSP match
  • Vision care

    • Schedule:

  • Monday to Friday

    • Supplemental pay types:

  • Bonus pay

    • Work Location:

    In person

    If you are interested in this position, please, send in your resume and we will contact you directly as soon as possible.

    Thank you and we look forward to hearing from you

    The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    We are Equal Opportunity Employer; promoting accessibility and inclusivity at work and offering accommodation for applicants as required and requested.

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