Customer support manager Jobs in Winnipeg, MB

Position Overview

Provide efficient and effective delivery of support services covering environmental services, facilities, security, maintenance and if applicable medical device reprocessing for assigned site/service provider, service and/or community. Manage and coach a customer centric team with timely, reliable, responsive, service and support aligned to provincial and regional standards to achieve its intended outcomes including achieving key performance indicators.

This position provides leadership to staff and acts as a liaison where applicable with the region as well as shared services which are critical to the effective functioning of the health services operations.

Provide insight and local expertise on site assets such as facilities, equipment to Director Facilities Support Services and Shared Health Shared Services with accurate information and advice in support of the site/service provider and/or community operating plans to ensure the provision of reliable province-wide and multiculturally respectful health services for environmental services and facilitates management.

Part of a regional facilities support services team under direction of the Director Facilities Support Services (DFSS), the Facilities Support Services Lead is responsible to serve and support the operations for the site/service provider or community:

• Ensure the efficient and effective delivery of support services covering environmental services, facilities, equipment and maintenance for the site/service provider and/or community area within the guidelines established by the Winnipeg Regional Health Authority.
• Build and manage a client-centric team that provides timely, reliable, responsive, environmental services and facilities services and support.
• Liaise with region and Shared Health capital planning to assist on projects such as building construction and security projects for the site/service provider and/or community.
• Liaise with region and Shared Health clinical engineering to assist on projects such as building construction and security projects for the site/service provider and/or community.
• Maintain the physical assets (property and equipment) of the relevant site to ensure the provision of reliable and respectful health services.
• Provide oversite and management to maintenance, tradespeople, power engineers & security (if applicable), housekeeping/environmental services, food (if applicable) and MDR.
• Provide site incident control and business continuity and coordination of the site plan.

Experience

• 5 years of progressive management experience preferably in healthcare environment including: 5 years of experience building and leading a high-performing a team. 2 years of experience with specifically dealing with the coordination of support functions such as: maintenance logistics; technical, safety and fire safety training; and human resource management. 2 years of experience managing in an unionized environment.

Education (Degree/Diploma/Certificate)

• A post-secondary degree in a related discipline from an accredited educational institution.
• Facilities management certificate/diploma or certification is an asset.
• An equivalent combination of education and experience may be considered.
• Lean Six Sigma certification is an asset.
• Project management or change management certification is an asset.

Certification/Licensure/Registration

• Active member in good standing of an associated regulatory body as appropriate.

Qualifications and Skills

Demonstrated senior leadership capabilities. The provincial health system in Manitoba has adopted .

Physical Requirements

• Must be able to accompany staff to work at heights, within small spaces and to climb, reach, kneel, and squat to examine facilities related issues.
• Must be able to work safely in a typical computerized office environment with frequent meetings around the facilities throughout the organization.
• Interruptions to respond to questions are common; schedule dedicated and focused time for planning and concentration can be scheduled.
• Regular travel throughout the service area requiring a valid Manitoba driver’s license and use of a personal motor vehicle.