Service Manager

Job summary

The Service Manager is responsible for the overall leadership and management of the service business, including sales growth, operations, and financial performance. They will coach the team, manage key accounts, and ensure high levels of customer satisfaction through effective service delivery.

Job details

Convergint is currently recruiting for a Service Manager to join our growing team in our Toronto location. As the Service Manager, you will be responsible for the Overall management and leadership of the CTC service business, including both sales and operations activities. Effectively implement service sales strategies to achieve revenue growth and margin goals and maximize service delivery to achieve customer satisfaction goals. Scope of work includes Overall financial responsibility for planning and executing the service business. Who You Are You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Manager. Who We Are With 20-years of proven growth and exceptional performance, our mission is to be our customer’s best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide. What you’ll do with “Our Training and Your Experience” * Responsible for helping the Sales Manager grow existing service business. When a dedicated Service Account Executive is hired, your responsibility will include co-managing this resource to develop new service business. You will help drive and maintain service sales goals and profitability. In co-ordination with the Sales Manager, you will help oversee and coordinate all aspects of service sales activities including, but not limited to, the following: sales goal planning, qualifying potential business delivered by the Sales Team, preparation of proposals, RFP responses and presentations, and help close service business opportunities. Works closely with Sales Manager and Account Executives on Service opportunities including Project conversion to Customer Support Program (CSP) opportunities. * Overall responsibility for the review and execution of Customer Support Program and respective contracts focusing on margin and scope. Supervision of service labor and subcontractors execution; planning and scheduling service contracts. Overall management and execution of contracts and revenue generation, preparation of service invoices, and collections. In collaboration with Sales, ensure timely Contract Renewal process is in place; actively pursue new Service and System expansion opportunities with existing Service base. Acts as liaison between customer and in-house legal counsel for service contract issues. * Assists the sales team in support of their goal achievement. Coaches, councils and trains the sales force to improve individual service selling skills. Overall responsibility for customer satisfaction on all service accounts. Acts as a leader and helps the Sales Manager set expectations that drive the overall success. * Develops and implements operations strategies to improve service delivery and provide additional value to customers in a cost-effective manner. Ensure proper use of business and other service tools to ensure efficient delivery of services to our valued customers. * Responsible for the successful administration of key accounts with a higher level of complexity including, estimating, competitive pricing, maximize profit margin, quoting, order processing, payroll processing, Service billings and collections. Actively manage company KPI’s as part of financial focus for each CTC and overall territory. * Manages service business financials including budgeting, cost control, and estimating; improves forecasting accuracy for sales function and projects, ensures cost efficiency. Utilizes financial systems to review actual vs estimated contract cost and to provide timely and accurate financial reports. * Meets with service customers on a regular basis to ensure that Convergint is providing quality service and meeting their individual needs. Resolves customer problems that have been escalated from the Supervisor/CTC level. Proactively communicate with, and seek feedback from service customers. Seeks to continuously improve customer satisfaction through delivering results to all customers. Seeks feedback through the Company Customer Survey process as KPI on success of efforts. * Effectively communicates goals to the service team and communicates with the wider organization as and when required. Maintains accurate and up to date sales records, and other control records necessary for processing of internal and external reports. * Continuous focus on overall service structure is an important aspect of this role. Work with CTC Service Supervisors on manpower requirements along with skillsets supporting our existing customer base and outlook on future needs in a proactive manner * Provide leadership and manage colleagues in a manner that maintains morale, skills proficiency and productivity. Recruit and hire team members as required in conjunction with the HR Department. Managerial responsibilities including but not limited to mentoring, coaching and developing colleagues; recruitment and selection, planning, assigning and directing work; performance management; project budget. Oversees subcontractor selection process and work. * Conduct performance management throughout the year including annual performance evaluations and salary planning. * Work with Operations Manager to determine the Service Dept.’s overall fleet requirements including timing of replacement vehicles and adds to fleet supporting growth needs at CTC. Works in conjunction with Controller on fleet selector ensuring proper vehicles are on selector supporting service requirements. * Manages inventory levels for Service Parts. Manage technician tooling requirements, job materials, ladders. * Safety is a key aspect of our business. Adhere to and promote all safety programs in place at Convergint Technologies. Ensure all aspects of work are executed in a safe manner. Ensure all colleagues complete daily FLHA’s/tool box meetings, use tools properly and work safely every day. Work closely with Safety Manager and Safety coordinators on safe work practices. * Participates in overall business planning and budget preparation and shares in the responsibility of delivering overall financial targets. * Always acts as “our customer’s best service provider” thereby ensuring Convergint Technologies is the customer’s first choice for service. * Keeps up to date and informed on all company policies. Always presents a professional image of Convergint Technologies in appearance and behavior. * Performs other duties and responsibilities as requested or required. What You’ll Need * Present a professional image of Convergint Technologies and act as an ambassador for the company both internally and externally. Expectations of and contributions from the Service Manager are high in the minds of the customer, the company and colleagues. * Excellent leadership and management skills. Creating and delivery of service contracts and Time & Material (T&M) service. * Excellent team leadership, team building and facilitation skills. * Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Service Department and CTC. * Initiative – Engages in proactive behavior and helps drive Sales to seek service opportunities. * Customer Focus – Maintaining awareness of and seeking to meet the needs and wants of the customer. * Excellent communication skills, both oral and written. * Broad based professional knowledge of security hardware, alarm and video surveillance systems, electronic security issues and safeguards and mechanical automation systems. * Excellent in Microsoft Office products, including Word, Excel, PowerPoint. * Excellent financial analytical skills including cost control. * Adaptability – Responds effectively to changes in situation or information. * Analytical Thinking – Logically breaks down problems and looks for solutions. Requirements: * Bachelor’s degree, College Diploma or equivalent related field experience. * Experience in one or more of the following industries a prerequisite: electronic security, fire alarm & life safety, building automation, HVAC, IT, audio visual * Minimum five years previous relevant experience required Company Benefits and Perks Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues: * Company Holidays and Paid Time Off * Immediate comprehensive benefit plan (medical, dental, etc.) * Employer contribution to RRSP; * Work environment committed to safety; * Colleague Assistance Program * Tuition reimbursement * Competitive salary and compensation plan * Corporate Social Responsibility Day * And much more… Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer. Visit our Convergint careers site to learn more about the company and the exciting opportunities available. #TNO

What you’ll do

The Service Manager is responsible for the overall leadership and management of the service business, including sales growth, operations, and financial performance. They will coach the team, manage key accounts, and ensure high levels of customer satisfaction through effective service delivery.

Requirements

Candidates must have a minimum of five years of relevant experience in industries such as electronic security, fire alarm, or building automation. A bachelor's degree, college diploma, or equivalent field experience is required.

Benefits

• Company Holidays
• Paid Time Off
• Medical Insurance
• Dental Insurance
• RRSP Employer Contribution
• Colleague Assistance Program
• Tuition Reimbursement
• Competitive Salary

Listed skills

• Leadership · Preferred
• Financial planning · Preferred
• Team building · Preferred
• Budgeting · Preferred
• Cost Control · Preferred
• Communication Skills · Preferred
• Microsoft Office · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Leadership
• Service Management
• Sales Strategy
• Financial Planning
• Contract Management
• Customer Satisfaction
• Team Building
• Mentoring
• Operations Strategy
• Budgeting
• Cost Control
• Security Systems
• Performance Management
• Communication Skills
• Analytical Thinking
• Microsoft Office
• Internal Reporting
• Payroll Processing
• External Reporting
• Accountability
• Automation Systems
• Time Off Management
• Sales Records
• Planning
• Analytical Skills
• Microsoft Excel
• Adaptability
• HVAC
• Alarm Devices
• Customer Support
• Building Management System
• Management
• Business Planning
• Certified Safety Professional
• Customer Service
• Communication
• Corporate Social Responsibility
• Sales
• Financial Systems
• Financial Statements
• Fire Alarm Systems
• Forecasting
• Selling Techniques
• Inventory Management
• Invoicing
• Key Performance Indicators (KPIs)
• Mentorship
• Microsoft Outlook
• Operations Management
• Operations

Job areas

• Management & Leadership
• Security & Safety
• Sales
• Customer Service & Support
• Engineering
• Service Manager
• Maintenance Supervisor
• Mechanical Engineering Technicians
• First-Line Supervisors of Mechanics, Installers, and Repairers

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