Field Service Manager in Mississauga

Ideal Fit

• Strong leadership, mentoring, and team building skills.
• Excellent interpersonal, customer service, and service sales skills.
• Motivation to achieve business targets.
• Accountability and dependability.
• Excellent verbal and written communication.
• Admirable time, project, and stress management.
• Proficient analytical, problem solving, and negotiation skills.
• Excellent organizational skills with multi-tasking capabilities.

The Field Service Manager must have a sense of urgency and be creative and flexible in meeting both our customer’s and our business needs.

What You’ll Do – The Role (Responsibilities)

• Lead the Field Service Technicians to exceed sales revenue, gross margins, and income forecasts.
• Complete regular ride-alongs with Technicians, providing technical and procedural coaching and mentoring.
• Provide direction and support to Technicians holding them accountable for quality, productivity, and customer service.
• In collaboration with the dispatch team, ensure that Technician time is optimized in terms of billable service.
• Provide leadership in achieving Service Metrics Targets and customer satisfaction.
• Order taking - acknowledge all incoming orders by walk-in, phone, email or fax to ensure same day turnaround on received orders and advise customers on delivery.
• Sourcing parts – procure parts via catalogues or calling vendors and OEM dealers.
• Quoting including follow-up on all outstanding quotes.
• Ordering parts and reporting delivery status on all parts orders.
• Charging out parts to appropriate work orders and invoices.
• Communicating with customers, internal or external, on delayed deliveries.
• Take a pro-active approach to resolving any customer complaints or disputes.
• Ensure that all Health & Safety requirements are followed and continually work to reduce our risk.
• Manage and approve Technician timecard including overtime and double-time.
• Assist with determining required staffing levels, related recruiting, and orientations.
• Perform technician one-on-ones, performance management, and employee development.
• Increase technician productivity with the objective of improving our competitiveness and increasing income.
• Ensure hours used to perform work are reflective of hours allotted.
• Partner with Service Sales to ensure customer acquisition, renewals, and customer loyalty are optimized.
• Perform random site audits to ensure that our services consistently achieve the highest standards in our industry.
• Ensure that all Employees work together and communicate effectively.
• Prioritize duties for all field employees.
• Human resource duties include timely annual and semi-annual employee reviews, recruiting, compensation, team building events, disciplinary action, employee development, safety, and training.
• Before taking any action, communicate concerns about job performance to your manager for discussion.
• Other tasks and responsibilities as may be required from time to time consistent with the position of Service Manager.

What You Need (Requirements)

• 5+ years of Service Technician experience in generator industry required.
• Excellent working knowledge of Microsoft Office and computers.
• Valid driver's license and a reliable personal vehicle required.
• Strong HR management, interpersonal, and customer service skills.
• Team building, coaching, training, with the ability to coordinate activities, and improve task efficiency.
• Excellent communication; verbal and written.
• Problem solving, negotiation, decision making, and judgment.
• Excellent organizational skills with strong multi-tasking capabilities.
• In the case of a power outage or declared State of Emergency, be available for work.

Working Conditions

• Travel will be required.
• A valid passport and ability to enter the US may be required on occasion.
• Ability to attend and conduct presentations.
• Manual dexterity required to use desktop computer and peripherals.
• Participation in the after-hours on call rotation required.
• Overtime as required.
• Lifting or moving up to 50lbs may be required.