(sr) Branch Service Manager (Maritimes)

Role overview

Team leadership and process improvement

• Manage, mentor, and coach service staff; review productivity quality and quantity.
• Ensure relevant staff request and attend training; review and coach staff on CIP’s and encourage career planning.
• Analyze service processes to improve efficiency and reduce costs.
• Participate in Sales/Service meetings, monitor progress, and promote field focus and adherence to cost-saving modifications.
• Review Service Level Agreements for branch compliance.

Customer experience and retention

• Respond in person to customer concerns that require managerial intervention.
• Ensure customers receive an ETA call before a site visit and hold weekly team customer reviews.
• Achieve an 88% first-call fix ratio for the team.
• Support the Lead program initiative and ensure customers receive at least two technician visits per year.
• Participate in monthly client visits to promote customer relationships and retention.

Qualifications

• College diploma in a technical or related field and at least five years of experience as a Service Team Leader.
• Good communication and presentation skills; ability to lead and motivate.
• Ability to accommodate shift hours and manage long- and short-term initiatives concurrently.
• Creative and strategic thinking, problem solving, time management, prioritization, and analytical skills.
• Able to work independently and collaboratively, pay attention to detail, and excel in a changing environment.
• Competency with MS Office and an own vehicle with a valid driver’s license.
• Bilingual English/French is preferred.

Compensation and benefits

• Annual compensation range is $89,430.49–$111,788.12.
• A vehicle allowance varies based on actual driving patterns.
• Benefits include health, dental, vision, life insurance, disability and wellness programs, tuition reimbursement, paid time off, matching RRSP contributions, and employee discounts.