Service Operations Manager - Greater Toronto Area, Canada - Greyter Water Systems Inc.

Greyter Water Systems Inc.

Verified Company

Greater Toronto Area, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Operations Manager

We are currently looking for a Service Operations Manager to provide leadership to our service and maintenance associates, ensuring the delivery of superior service support to our customers through management of field service associates and a newly developed in house ticketing system.

Based out of our Mississauga Ontario office, the Service Operations Manager will initially be responsible for directly supervising Service and Maintenance Associates located in Ontario (CA), Colorado (US), and Arizona (US).

Roles and Responsibilities

Oversee and monitor the Service and Maintenance Associates and evaluating their response and handling customer queries and concerns
Ensuring prompt responses from each Service and Maintenance Associate
Liaison with Service & Monitoring Technicians in responding to system errors and provide field related input to VP-Product based on Service and Maintenance Associates feedback.
Scheduling servicing per 6month requirements and data from backend reporting.
Managing Service and Maintenance Associate inventory requirements.
Work with Inside Sales Manager & Account Managers in scheduling system delivery, system commissioning, and homeowner orientation.
Work with VP Product to create an ISM certification program in line with NSF requirements.
Initial point of contact for homeowner concerns, ensuring overall customer satisfaction with the Greyter HOME product.
Work with team in the selection of a service ticketing software that will be used by Service & Maintenance Associates as a tool for system servicing, service record keeping, homeowner communications record keeping etc.
Hiring new Service and Maintenance Associates based on requirements and product expansion

Skills and Qualifications

Ability to train and mentor service and maintenance staff
Excellent written and verbal communication skills
Effective listening skills, and patience and tolerance when dealing with customer service issues
Ability to reply to customer queries and concerns in a timely manner
Strong problemsolving and decisionmaking skills

Experience Requirements

5+ years of experience in the field of service and maintenance
3+ years of experience with managing and supervising service and maintenance staff
Technical knowledge of mechanical components (pumps, valves)
Experience with service ticketing software

Education and Training requirements

University Degree in business administrative and/or technical field
Certifications and skills related to customer service training, conflict resolution, customer management, and other related areas are an asset
Project management credentials (i.e. PMP) are an asset

Other