Job Description

Work Location: On-site

Position Type: Permanent

Location: Curtis, Ontario

The Regional Service Manager, GTA will be accountable for the day-to-day management of a talented team of Service Battery and Charger Technicians to ensure the delivery of effective and cost-efficient service programs. This leader will be someone recognized for their ability to resolve customer service issues quickly to the relief and satisfaction of the clients. In addition, the incumbent will be partnered with sales, grow customer base and to ensure the execution of customer service programs, inventory and regional fleet management.

DUTIES AND RESPONSIBILITIES

1. Manage the delivery of ongoing effective and efficient service to customers by:

Providing feedback to the central dispatch team regarding the scheduling and dispatching of Service Technicians for prior day, current day and next day.
Ensuring that the Service Technicians are fully trained on their functions, tools, paper work and H&S standards.
Responding to escalated customer inquiries regarding technical issues
Working with the Inventory team to ensure there is the proper inventory on hand to service the customers both in the Branch shops and on the Technical Service Vehicles.
Responsible for the maintenance, compliance, and safety of the Fleet Vehicles
Ensuring Service Technicians have the required tools to efficiently perform accountabilities.
Providing ongoing key performance indicator (KPI) reporting and analysis
Ensuring that the Service Technicians are providing any Preventative Maintenance recommendations, including opportunities for upsell/cross-sell, resulting from PM service to assigned Sales Rep for further follow-up with customer
Effective project management of Service led installation projects
Competency in developing Service and Preventative Maintenance Reports and quoting service opportunities.

2. Ensures post-sales customer satisfaction is maintained at an elevated level by:

Partnering with the Dispatch and Sales teams to manage and meet customer expectations through appropriate account management techniques
Regularly reviewing reports and work orders to determine gaps in service and/or Technician training; following-up with customers if/when necessary
Taking customer escalation calls and resolving more complex issues, ensuring all customer concerns are addressed immediately and followed up on

3. Ensures delivery of effective and profitable service-related sales for the assigned territory by:

Working with the Dispatch team to ensure that the technician utilization rates are consistently improving and hitting predetermined targets
Contributing to the development and implementation of effective service programs
Assisting in setting sales/service goals for region; communicating expectations to team members with regards to their contribution to results
Reviewing reporting and analysis of planned activity and creating required action plans.
Communicating lists of prospective customers for use as sales leads
Developing and building relationships with established, new and potential customers; developing role as trusted advisor
Effectively cross-selling and up-selling to customer needs.
Participating in industry trade shows, technical training and other related sales / service support as required
Ensuring that Vendor Warranty programs are maintained, accurate and profitable. Work with the other Regional Service Managers to maintain an elevated level of communication with company vendors.
Spending time in the field with technicians and regularly auditing the other branch shops in the region.

4. Effective management of the Service Technicians team by:

Establishing and communicating performance expectations; measuring accountability and productivity of team members; conducting effective performance appraisals
Ensuring team members have the required level of knowledge to effectively perform their responsibilities
Identifying training and development needs; providing appropriate development opportunities
Providing day-to-day training and coaching as needed to assist team members in meeting their full potential
Distributing work assignments to develop team members while ensuring continued high customer satisfaction.
Ensuring that the assigned Level of the Technicians matches the scheduled work for any customer.
Performing HR related tasks related to management of the team in a timely and efficient manner (e.g., dealing with time-off requests, performance improvement, etc.)
Ensuring that the team of technicians has regular team communication regarding company initiatives, corporate messaging, changes in procedures and sales initiatives to assist in a high level of engagement and motivation
Ensure bi-annual 1 on 1’s related to performance, career goals and training needs.

QUALIFICATIONS

Post-secondary education
5+ years of related service / customer service experience
Working knowledge of continuous improvement and lean management principles is an asset
Experience in growing and maintaining service billings with a high success rate in utilization
Previous supervisory / managerial experience required
Previous experience in material handling equipment and industrial batteries is an asset
Previous experience and knowledge of manufacturing and distribution facility is an asset.
Proven customer relations, management and leadership skills from the service industry
Knowledge of industrial battery applications and specifications is an asset
Manages, leads, and motivates employees to meet performance standards, remotely
Builds long-term business relationships, credibility with the customer
Effective problem-solving capabilities
Understands and maintains a high sense of urgency in responding to and resolving customer escalations
Solid and clear communication and presentation skills - written and verbal.
Handles transactions and dealings in the best interest of both the customer and Company
Strong organization skills with the ability to manage multiple tasks simultaneously, with an eye for detail
Is able to use automated information systems to analyze customer situations
Is able to identify, develop, and implement improvements
Solution-based sales experience; identification of opportunities to advise / support the customer, including upselling and cross-selling experience.