Service Manager in Mississauga

Salary Range: $130,000.00 To $135,000.00 Annually

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Manager.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you’ll do with “Our Training and Your Experience”

• Responsible for helping the Sales Manager grow existing service business.
• Co-managing a dedicated Service Account Executive to develop new service business.
• Drive and maintain service sales goals and profitability.
• Oversee and coordinate all aspects of service sales activities including sales goal planning, qualifying potential business, preparation of proposals, RFP responses and presentations, and help close service business opportunities.
• Work closely with Sales Manager and Account Executives on Service opportunities including Project conversion to Customer Support Program (CSP) opportunities.
• Overall responsibility for the review and execution of Customer Support Program and respective contracts focusing on margin and scope.
• Supervision of service labor and subcontractors execution; planning and scheduling service contracts.
• Overall management and execution of contracts and revenue generation, preparation of service invoices, and collections.
• In collaboration with Sales, ensure timely Contract Renewal process is in place; actively pursue new Service and System expansion opportunities with existing Service base.
• Act as liaison between customer and in-house legal counsel for service contract issues.
• Assist the sales team in support of their goal achievement.
• Coach, counsel and train the sales force to improve individual service selling skills.
• Overall responsibility for customer satisfaction on all service accounts.
• Act as a leader and help the Sales Manager set expectations that drive overall success.
• Develop and implement operations strategies to improve service delivery and provide additional value to customers in a cost-effective manner.
• Ensure proper use of business and other service tools to ensure efficient delivery of services to our valued customers.
• Responsible for the successful administration of key accounts with a higher level of complexity including estimating, competitive pricing, maximize profit margin, quoting, order processing, payroll processing, Service billings and collections.
• Actively manage company KPI’s as part of financial focus for each CTC and overall territory.
• Manage service business financials including budgeting, cost control, and estimating; improve forecasting accuracy for sales function and projects, ensure cost efficiency.
• Utilize financial systems to review actual vs estimated contract cost and to provide timely and accurate financial reports.
• Meet with service customers on a regular basis to ensure quality service and meeting their individual needs.
• Resolve customer problems that have been escalated from the Supervisor/CTC level.
• Proactively communicate with, and seek feedback from service customers.
• Seek to continuously improve customer satisfaction through delivering results to all customers.
• Seek feedback through the Company Customer Survey process as KPI on success of efforts.
• Effectively communicate goals to the service team and communicate with the wider organization as and when required.
• Maintain accurate and up to date sales records, and other control records necessary for processing of internal and external reports.
• Continuous focus on overall service structure is an important aspect of this role.
• Work with CTC Service Supervisors on manpower requirements along with skillsets supporting our existing customer base and outlook on future needs in a proactive manner.
• Provide leadership and manage colleagues in a manner that maintains morale, skills proficiency and productivity.
• Recruit and hire team members as required in conjunction with the HR Department.
• Managerial responsibilities including mentoring, coaching and developing colleagues; recruitment and selection, planning, assigning and directing work; performance management; project budget.
• Oversee subcontractor selection process and work.
• Conduct performance management throughout the year including annual performance evaluations and salary planning.
• Work with Operations Manager to determine the Service Dept.’s overall fleet requirements including timing of replacement vehicles and adds to fleet supporting growth needs at CTC.
• Work in conjunction with Controller on fleet selector ensuring proper vehicles are on selector supporting service requirements.
• Manage inventory levels for Service Parts.
• Manage technician tooling requirements, job materials, ladders.
• Adhere to and promote all safety programs in place at Convergint Technologies.
• Ensure all aspects of work are executed in a safe manner.
• Ensure all colleagues complete daily FLHA’s/tool box meetings, use tools properly and work safely every day.
• Work closely with Safety Manager and Safety coordinators on safe work practices.
• Participate in overall business planning and budget preparation and share in the responsibility of delivering overall financial targets.
• Always act as “our customer’s best service provider” thereby ensuring Convergint Technologies is the customer’s first choice for service.
• Keep up to date and informed on all company policies.
• Always present a professional image of Convergint Technologies in appearance and behavior.
• Perform other duties and responsibilities as requested or required.

What You’ll Need

• Present a professional image of Convergint Technologies and act as an ambassador for the company both internally and externally.
• Expectations of and contributions from the Service Manager are high in the minds of the customer, the company and colleagues.
• Excellent leadership and management skills.
• Creating and delivery of service contracts and Time & Material (T&M) service.
• Excellent team leadership, team building and facilitation skills.
• Actively seek ways in which to act as a role model, guide, develop and mentor others within the Service Department and CTC.
• Initiative – Engage in proactive behavior and help drive Sales to seek service opportunities.
• Customer Focus – Maintain awareness of and seek to meet the needs and wants of the customer.
• Excellent communication skills, both oral and written.
• Broad based professional knowledge of security hardware, alarm and video surveillance systems, electronic security issues and safeguards and mechanical automation systems.
• Excellent financial analytical skills including cost control.
• Adaptability – Respond effectively to changes in situation or information.
• Analytical Thinking – Logically break down problems and look for solutions.

Requirements:

• Bachelor’s degree, College Diploma or equivalent related field experience.
• Experience in one or more of the following industries a prerequisite: electronic security, fire alarm & life safety, building automation, HVAC, IT, audio visual.
• Minimum five years previous relevant experience required.

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:

• Company Holidays and Paid Time Off
• Employer contribution to RRSP
• Work environment committed to safety
• Colleague Assistance Program
• Competitive salary and compensation plan
• Corporate Social Responsibility Day
• And much more…

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.