Service Manager

Dock Systems Inc. - Brampton, ON (7 months ago)

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Responsibilities/ Accountabilities

  • Coordinating Dock Systems service technician activities in the field and in the shop; Coordinate service resources with the assigned customer service associates to maximize efficient tech routing; Develop service tech staff in troubleshooting and service functions; Review and enhance operational processes and standards for the organization including service reporting, troubleshooting guidelines, reporting cascade for issues etc.; Establishing Dock Systems service technician.
  • Work procedures, productivity, and efficiency expectations to facilitate resource planning, scheduling and managing onsite operational expenses. Define overall installation planning process and timelines; define work plans; create a template for projecting installation costs and projecting timelines and resource requirements; Support sales in the bidding of new installation quotes and requirements.
  • Establish a service technician development and training program at Dock Systems to enhance our skill sets and improve the delivery of our services. Hands-on on-site field installations support and In-house training on equipment operations & standard maintenance
  • Establish Key Performance Indicators (KPI) for the field supervisors and field technician staff that are relevant and drive increased productivity and quality output.
  • Responsible for recruiting, retention, personnel development for direct reports including safety training. Safety and injury rates will be part of the candidate‚Äôs goals and objectives.
  • Manages and approves all vacation and other time off of technician and supervisory staff.
  • Manages / Schedules all necessary overtime per corporate guidelines and ensures On Call protocol is up to date and communicated.
  • The above description covers the most significant duties performed but does not include additional work which may be assigned by management.
  • Responsible for effective communication to the entire team, including the field service personnel.

Desired Competencies

  • Adaptability/Flexibility
  • Technical Skills
  • Developer of Talent
  • Results Orientation
  • Decision Making / Judgment Integrity / Ethics
  • Continuous Improvement
  • Team Leadership
  • Work Environment / Safety
  • Strong dispute resolution skills

Minimum Qualifications

  • Experience effectively managing customer relations- directly with customers
  • Supervisory experience- managing winning teams
  • Demonstrate achieving targets and goals with minimal supervision
  • Strong communication skills verbal and written
  • Financial Acumen (budgeting- forecasting- managing margins)

Preferred Qualifications

  • 5 years demonstrated proficiency in a field service or plant service management role
  • Direct customer account management experience
  • Service management process/procedure experience (creating and developing)

Physical Requirements / Working Conditions

  • Office and field environment
  • May be exposed to noise, heat, cold conditions
  • May be required to sit/stand/walk
  • May be required to lift 50-75 lbs. (with or without assistance)
  • May be required to climb 4-8 ft. ladder and work in heights

Job Type: Full-time


  • Management: 5 years (Required)


  • High school or equivalent (Required)


  • G Class Driver's Licence (Required)


  • English (Required)