Service Manager

Description:

As the Service Manager, you will be reporting to the Operations Manager and will be responsible for the administration and technical performance of the Service Department including quoting service sales and service contracts, customer care, technical competence, and efficiency, growth and performance of the service team.

Your experience in the industry as well as your project and people skills will enable you to make an impact within our team and demonstrate strong delivery to our customers on exciting and high-profile water, waste, and energy projects.

Responsibilities:

• To act as the primary contact to customers to quote Preventative Maintenance Contracts, Service Sales, Parts Sales, and with respect to system operation, maintenance, troubleshooting and training.
• Available after hours to customers for emergency service responses and support field technicians as part of the after hours On-Call hierarchy.
• To organize and implement software and field modifications to water treatment equipment
• To work closely and in concert with Project Managers and the General Manager to provide support for project installations and start-up services.
• To supervise and train CWT technicians to ensure that all quality standards are met.
• To Coordinate the activities of CWT technicians in the shop and in the field with the Shop Supervisor.
• Clearly communicate service expectations to technicians and follow up on execution to promote a culture of continual improvement.
• Promote safe work practices and a culture of safety within the service team.
• Evaluate performance of service technicians and provide feedback to senior management.
• Ensure all regulatory requirements are in compliance. This includes, but is not limited to: OHSA, and Labor Standards.
• Communicate and escalate non-conformances to the Quality Coordinator with a focus on defining and fixing root causes.
• Communicate testing results, field modifications, software updates and service with the Quality Coordinator to maintain the quality records of medical devices installed in the field.
• Review workorders for accuracy, billing information and opportunities for improvement.
• Ensures the accuracy and timeliness of service invoicing.
• Monitors and requests service inventory. Reports on inventory shortages.
• Responsible for Service Department KPI’s (Key Performance Indicators) reporting to customers.

Position Qualifications:

• Flexible, with the ability to effectively prioritize internal and external requests and mobilize the resources to support customers in regular and emergency situations.
• Commitment to continual improvement.
• Previous Manager/Coordinator experience an asset.
• A minimum of 5 years of experience as a water treatment service technician or similar technical background.
• Potential Certifications: Mechanical / Electrical / Instrumentation Engineering Technologist or Journeyman, WQA Certified Technician, First Aid, Business Management
• Excellence in summarizing and effectively communicating complex technical problems to clients and internal stakeholders, both written and verbal.
• Computer skills, Microsoft Office skills, (Excel, Outlook and Word).
• Organized and systematic employee with a strong aptitude for performing detailed tasks.
• A desire to lead by example and promote leadership skills at every level within a dynamic and multi-site team
• Legally able to work in Canada

Requirements:

• Initiative and accountability – self-starter, take ownership and responsibility
• Proven ability to multitask efficiently and flexibility to respond to changes in priorities.
• Strong organizational and time management skills - ability to work under pressure and meet deadlines
• Demonstrated contract administration and project management skills
• Ability to organize and prioritize a complex series of project components to meet multiple time-based deliverables requiring a high level of detail and accuracy
• Demonstrates persistence to overcome obstacles
• Experience in energy, mining and/or municipal sectors considered an asset
• Proven track record of managing budget and schedule
• Strong interpersonal skills and ability to build and maintain effective and respectful working relationships with internal and external contacts
• Proactive with a high level of attention to detail
• Decision-making and problem solving ability

Working Conditions:

• Some heavy lifting as required
• Short term travel to job sites is a condition of hire (Western Canada) and will occur on an as needed basis
• Alcohol and drug testing is required on some sites and is a condition of hire
• Drivers Abstract is required, and confirmation of insurability required
• Technical /Trade School or Equivalent Experience Required
• Police Criminal records check may be required
• Occasional overtime and travel are required as a condition of hire.
• On-Call availability for customers is a condition of hire.
• Compliance with National Standard for Vendor Credentialing for Canadian Healthcare Suppliers, including provision of immunization records is a condition of hire.

About Canadian Water Technologies

Canadian Water Technologies (CWT) designs, builds, and services high-purity water treatment systems for industrial, municipal, health care, and life-science clients across Canada.

We focus on innovative and sustainable solutions that deliver safe, reliable water quality. Our team combines technical expertise with hands-on experience in advanced treatment technologies like reverse osmosis, nano-filtration, and de-ionization.

We’re proud of our collaborative culture, commitment to quality, and dedication to supporting clients long after installation.