MIH & Install Manager

Job Description

Senior Field Services Coordinator

Onsite | Toronto, ON / Greater Toronto Area

About the Company :

We're a leader in fleet management, delivering advanced telematics solutions to minimize vehicle downtime. Our mission is to provide exceptional, tailor-made services using cutting-edge technology. We provide fleet management hardware, an AI-driven software platform, and fleet management consulting to drive efficiency and profitability for fleet and field service companies. Our scalable software integrates GPS tracking, sensors, and cameras across various platforms, helping companies run their businesses more effectively.

Why Join Us?

At Zenduit / GoFleet, we are trusted by our clients to bring their visions to life through a blend of technical expertise and clear, effective communication. With extensive experience in product development, programming, and project management, our team thrives on innovation, collaboration, and personal growth. Joining us means becoming part of a culture where your ideas are valued, professional development is prioritized, and our core values drive every action we take.

Our Core Values :

• Relentless Focus on the Customer : We prioritize delivering exceptional value by deeply understanding and anticipating the needs of our customers and resellers. We are obsessed with customer-driven success to ensure our products and services deliver maximum value.
• Speed with Purpose, Results that Matter : We act swiftly while balancing urgency with precision, ensuring that our actions lead to meaningful, growth-driven outcomes.
• Build Trust through Transparency & Integrity : Transparency and integrity foster trust, and we uphold honest communication, accountability, and ethical actions in everything we do.
• Continuous Learning & Adaptability : We are passionate about learning, adapting, and staying agile in a fast-evolving technological landscape, personally and professionally.
• Own It & Lead with Initiative : Every team member takes ownership of their work and proactively leads initiatives, driving innovation and making a meaningful impact.
• Strength through Unity, Success through Collaboration : We believe in the power of teamwork and collaboration, supporting one another to achieve collective greatness.

About the Role :

The Install Manager is a critical leadership position responsible for the success and scalability of Zenduit’s installation operations globally. This role ensures installations are executed with the highest levels of efficiency, compliance, and quality while fostering a robust network of skilled installers. Beyond operational management, the Install Manager drives innovation by leveraging tools like My Install Hub , optimizing processes, and collaborating with cross-functional teams to enhance the customer experience and streamline installer workflows.

Enhanced Responsibilities :

Installer Recruitment & Development :

Build a strategic recruitment framework to attract and onboard skilled installers, ensuring coverage in all key regions.

Develop and manage a comprehensive certification program to maintain high installation standards.

Provide ongoing education and skill enhancement opportunities, including advanced training on Zenduit, Geotab platforms, and new technologies.

Compliance & Quality Assurance :

Define and enforce a robust compliance framework, ensuring all installations meet regulatory and safety standards.

Conduct regular audits to verify adherence to standardized procedures and identify improvement areas.

Collaborate with legal and operations teams to update procedures based on changing compliance requirements.

Process and Workflow Optimization :

Implement data-driven insights to refine installation workflows, reducing time-to-completion while improving quality.

Establish clear communication channels between installers, logistics teams, and regional managers for streamlined coordination.

Leverage customer feedback to identify pain points and create actionable plans to improve the installation experience.

Innovation and My Install Hub Leadership :

Drive the development and adoption of My Install Hub , ensuring it becomes a central tool for installation management.

Collaborate with product and development teams to introduce features that enhance scheduling, real-time updates, and installer performance tracking.

Promote the app’s capabilities through onboarding sessions, marketing materials, and direct engagement with installers.

Installer Network Expansion :

Design and execute a regional growth strategy to scale the installer network, ensuring availability in underserved markets.

Partner with LATAM, EMEA, and NA teams to align network expansion with business objectives and customer demands.

Foster long-term relationships with installers by providing incentives, feedback, and recognition programs.

Customer Experience and Retention :

Work closely with the Success and Implementation teams to ensure installations align with customer expectations.

Monitor post-installation metrics to identify potential risks and implement proactive measures to prevent churn.

Maintain open lines of communication with customers during the installation process to address concerns in real-time.

Reporting and Analytics :

Establish KPIs and create regular reports to monitor installer performance, operational efficiency, and customer satisfaction.

Use analytics to predict trends, allocate resources effectively, and forecast future needs.

KPIs :

Installer Network Growth :

Expand the global installer network by >

20% annually, ensuring adequate coverage in all target regions.

Training and Certification :

Ensure 100% of new installers complete training and certification within 30 days of onboarding.

Maintain a >

95% certification renewal rate among existing installers.

Compliance and Quality :

Achieve >

98% compliance in quarterly installation audits.

Maintain a >

99% customer satisfaction score for installation quality.

Process Efficiency :

Reduce average installation time by 15% annually without compromising quality.

Implement >

90% of actionable feedback from installers and customers into process improvements.

My Install Hub Adoption :

Increase active usage of My Install Hub by >

30% annually.

Achieve >

95% positive feedback from installers using the app.

Installation Success and Customer Retention :

Maintain a >

98% first-time success rate for installations.

Contribute to maintaining >

95% customer retention within six months post-installation.

Cost Optimization :

Reduce installation-related operational costs by 10% annually through process improvements and resource allocation.

Regional Installer Coverage :

Ensure 100% installer availability in priority regions to meet customer demand.

Enhancements : Leadership Focus :

Position the Install Manager as a strategic leader who not only ensures operational excellence but also drives innovation and growth across regions.

Technology Integration :

Emphasize the role of My Install Hub as a transformative tool for optimizing installer efficiency and customer experience.

Customer-Centric Approach :

Strengthen the focus on aligning installation operations with customer expectations and enhancing their overall experience.

Global Collaboration :

Highlight the importance of cross-functional and regional collaboration to support Zenduit’s global expansion goals.

Proactive Engagement :

Incorporate predictive analytics to foresee installer shortages, customer demand spikes, and potential quality issues.

Time Zone | Location :

EST | Toronto, ON / Greater Toronto Area

Salary

Benefits

We are an equal-opportunity employer committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

Requirements

Required Work Experience : - Required years of work experience : At least 3 years of experience in field service coordination, logistics, operations management, or a related role. - Required skills :