Service Manager (Industrial Refrigeration)

POSITION OVERVIEW :

Startec Refrigeration Service is currently recruiting a Service Manager to work at our Calgary, Alberta location (9423 Shepard Rd SE, Calgary, AB, T2C 4R6).

The Service Manager will play a pivotal role in ensuring the seamless delivery of high-quality service to Startec’s customers.

Reporting to the President, the Service Manager’s role involves leading a team of Refrigeration Mechanics and Leads, Coordinators, and Administrators to coordinate operational activities, drive business growth, and ensure customer satisfaction to achieve financial targets.

KEY PERFORMANCE INDICATORS (KPI) :

BUSINESS OPERATIONS & SYSTEMS(Weighting 40%)Day-to-Day Operations

• Provide day-to-day leadership and direction to Journeyperson & Apprentice Refrigeration Mechanics, as well as collaborating with the service coordinator.
• Manage Startec's financial performance and operational profitability by analyzing financial statements and performance indicators.

Implement strategies to enhance service quality and customer satisfaction.

• Works with the executive and management team to ensure efficient allocation of resources in their jurisdiction.
• Participate in job turnover meetings with the Service Coordinator and the mechanics before the job starts when required.
• Oversee vehicle fleet maintenance, expenses and offer recommendations for acquisitions.
• Conduct interviews as required to fill vacant positions.

Invoicing and Billing Management

• Oversee the end-to-end invoicing and billing processes, ensuring accuracy, timeliness, and adherence to company policies and procedures.
• Efficiently investigate and resolve billing discrepancies and customer inquiries while collaborating with cross-functional departments, including sales, customer service, and finance, to address and resolve billing-related issues.
• Implement corrective measures and process improvements to prevent future billing discrepancies.

Reporting & Analysis

• Prepare and submit regular service performance reports to senior management, highlighting key metrics and achievements.
• Analyze service data for trends and improvement opportunities, offering insights to enhance operations and elevate customer satisfaction.
• Financial / progress reporting to the executive team

CUSTOMER SERVICE & EXPERIENCE (Weighting 30%)Customer Relations

• Participate in tradeshows, seminars, and other sales opportunities as required.
• Collaborate with our Sales teams to secure contracts and build positive relationships with companies and individuals within defined limits.
• Provide assistance and advice to customers either directly or through the use of internal resources.
• Complete feedback surveys from clients; review trends and report findings to the executive team
• Management of customer service experience by establishing, implementing, and maintaining company rules, procedures, or standards as required to support professionalism and excellence.

Customer Escalations

• Address customer complaints and issues, maintaining accurate records of discussions and correspondence.
• Investigate customer complaints and make recommendations to management for issuing refunds or compensation to customers.
• Foster strong customer relationships and identify opportunities for service expansion and revenue growth.

PEOPLE & CULTURE MANAGEMENT (Weighting 20%)Team Leadership

• Guide suitable personnel resourcing to align with plans and budgetary constraints.
• Maintain the Startec culture through appropriate human resources strategy and operations.
• Foster a collaborative team environment, promoting open communication and a shared sense of purpose.
• Guide the coordinator and field technicians to utilize non-billable hours in the most beneficial way possible for the organization.

Performance Management

• Regularly assess the performance of Service mechanics based on predetermined goals and KPIs.
• Work closely with individuals to set realistic improvement goals, provide necessary resources, and monitor progress.
• Follow recognition programs to acknowledge / reward outstanding performance and achievements within the team.
• Identify underperforming team members and develop performance improvement plans (PIPs) to address performance gaps.
• Facilitate coaching and development for Startec employees and establish systems to monitor and provide feedback on employee performance.
• Implement talent retention strategies by identifying high-potential individuals, creating succession plans, and nurturing regional talent for growth and career progression.

COMPLIANCE & INTERNAL CONTROLS (Weighting 10%)Compliance

• Maintain and monitor internal operational control mechanisms to minimize financial and operational risks.
• Ensure team compliance with governmental regulations related to operational and health and safety standards.
• Ensures adherence to facilities and building regulations.
• Oversees the interpretation and application of internal administrative policies and procedures, serving as a mediator as needed or escalating matters to the Executive team.

Technical Leadership

• Develop and comprehensively understand relevant industry regulations and compliance requirements.
• Provide technical expertise and guidance to service teams, ensuring alignment with industry best practices.

QUALIFICATIONS :

• Technical bachelor’s degree or indentureship related to the organization (e.g. Refrigeration Mechanic, Mechanical P. Eng or CET, etc.)
• Red Seal Journeyman Refrigeration Mechanic with ammonia refrigeration experience is required, or equivalent such as a Millwright ticket.
• A minimum of 3 - 5 years of sales experience is considered an asset.
• Proven experience in a managerial role, preferably with regional or multi-site responsibilities
• Strong leadership and team management skills
• Excellent knowledge of business operations and processes
• Strong communication and interpersonal skills
• Financial acumen and budgeting skills
• Willingness to travel within the region as required.

We offer competitive wages, training, flexible, dynamic, and exciting work environment.