Service Manager

Reporting to the Sales Manager, the incumbent we are seeking to join our Service Department is a creative, detail-oriented, and experienced Service Manager. In this role you will be responsible for the smooth operation of our service department for a heightened level of customer satisfaction. This includes leading a team of service professionals to deliver outstanding service experiences while optimizing efficiency and productivity. You will also track performance metrics and handle all requests within established deadlines.

If you have a strategic mindset, leadership skills and motivation to deliver smooth customer experiences, we look forward to your application. We offer a competitive remuneration package, comprehensive health benefits and a positive work culture that promotes collaboration and innovation.

Objectives of this Role:

· Leading and managing the service department, ensuring efficient service delivery and customer satisfaction.

· Building and maintaining solid customer relationships, understanding their needs, and providing personalized service solutions.

· Developing and implementing service strategies to enhance customer experience and meet service objectives.

· Monitoring service metrics and analyzing customer feedback to identify areas for improvement and implement corrective actions.

· Hiring, training, and mentoring service staff, fostering a high-performance culture and promoting professional development.

· Acting as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.

· Fostering a customer-centric culture within the service team, emphasizing empathy, professionalism and effective problem-solving.

Your Tasks:

· Lead and manage the service department, including staffing, training, and performance management.

· Establish and oversee premium service standards and procedures to ensure consistent and efficient service delivery.

· Monitor and evaluate the service team’s performance, providing regular feedback, coaching and recognition to drive individual and team excellence.

· Ensure timely and accurate completion of service requests, work orders and documentation, maintaining high attention to detail and quality.

· Monitor and analyze service metrics, such as response time, resolution rate and customer satisfaction and take proactive measures to drive continuous improvement.

· Collaborate with Customer Service Representatives, Sales, and other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency and achieve business objectives.

· Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.

· Proactively identify opportunities for service improvement, recommending and implementing process enhancements.

· Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.

Job Types: Full-time, Permanent

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Profit sharing
• Vision care

Schedule:

• 8 hour shift

Application question(s):

• What is your salary expectation?

Experience:

• Service Manager: 3 years (preferred)

Work Location: In person

Application deadline: 2024-04-01