Convergint is currently recruiting for an Operations Manager to join our team in Ottawa, ON. As the Operations Manager, you will be responsible for responsible for the management and leadership of all installation and service business in the assigned region ensuring Convergint is the customer’s best service provider. This role is responsible for effective project execution within budgeted cost (estimated cost versus actual cost), review of contracts with the legal department, schedules and positive cash flow. Effectively implement service sales strategies to achieve revenue growth and margin goals and maximize service delivery to achieve customer satisfaction goals.

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.

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”- Manages, oversees and coordinates all aspects of CTC operations, supports service, sales & marketing activities for all lines of business including, but not limited to, the following: operations, supporting the qualification of potential business, review of proposals and bookings, communication with customers through contract management and ongoing development and support of existing systems. Works closely with Sales Manager and Account Executives on Service opportunities including Project conversion to CSP opportunities

• Overall responsibility of CTC performance on the Operational Key Performance Indicators.

• Overall responsibility for execution of contracts – estimated cost vs. actual cost; review of contracts; supervision of service labor and subcontractors; 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. Overall responsibility of assigned CTC Day Sales Outstanding (DSO) goal; Overall responsibility of CTC project negative variance of <2%. Identifies new markets and high potential growth areas.- Work with the Project Services team to ensure accurate and timely billing of contracts and service work along with collections.

• Supervises colleagues (typically Project Managers, Project/Service Specialists, Engineering Specialists. All other roles flow up through reporting lines including but not limited to Service Administration and Service Dispatch, Project Administration and/or Installers/Electricians) 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 include but are not limited to: mentoring, coaching and developing colleagues; planning, assigning and directing work; performance management; compensation budgets.

• Assists the sales team in support of their goal achievement. Responsibility for customer satisfaction on all service accounts. Leads the team and sets expectations that drive the overall success to be our customers best service provider.

• Effectively communicates goals to the teams and communicate with the wider organization as and when required and maintains accurate and up to date job cost records, and other control records necessary for processing of internal and external reports.

• Supports operations and sales leaders in the set up and execution of strategic accounts to ensure consistency in the execution of projects across the CTC location.

• Develops and implements strategies that improve service delivery and provide additional value to customers in a cost effective manner. Ensure proper use of iCare/iPlan, Spectrum and other service tools to ensure efficient delivery of services to our valued customers.

• Responsible for the effective and 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 DSO and company KPI’s as part of financial focus for each CTC and overall territory.

• Proactively communicates with and seeks feedback from all customers. Seeks to continuously improve customer satisfaction. Seeks feedback through the Company Customer Survey process. Meets with customers on a regular basis to ensure that we are providing quality installations and service, and meeting their individual needs.

• Utilizes financial systems to review actual vs. estimated contract cost and to provide timely and accurate financial reports. Manages monthly financial reporting including analysis and makes any adjustments and recommendations as necessary for improvement. Recommends benchmarks and metrics for measuring and improving operations.

• Manages the administration of the CTC warehouse inventory and shipping/receiving activities.

• Manages the Convergint vehicle fleet for the location including adherence to all maintenance requirements, vehicle policies and safety policies.

• Maintain harmonious relations with the principles of mechanical contractors, electrical contractors, construction management firms, building owners, UA locals and others as applicable.

• Assists the sales team and account managers to enable them to increase quality of work and customer satisfaction.

• Manages performance of local subcontractors and associated Master Services Agreements.

• Work with other Convergint divisions and other Convergint CTC locations in order to provide integrated systems solutions to customers including Fire and Security applications.

• Acts as “our customer’s best service provider” at all times thereby ensuring Convergint Technologies is the customer’s first choice for service. What You’ll Need

• Excellent management skills related to Project Management

• Customer Focus – Maintaining awareness of and seeking to meet of the needs and wants of the customer

• Excellent communication skills both oral and written

• Excellent Leadership Orientation – Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Operations Department

• Strong team leadership, team building and facilitation skills

• Advanced Initiative – Engages in proactive behavior and looks for new project opportunities

• Advanced Adaptability – Responds effectively to changes in situation or information

• Strong financial analytical skills including cost control

• Excellent Microsoft Outlook, Project, Excel, Word and Power Point skills

Requirements

• Technical diploma and/or equivalent trade experience preferred.
• Diploma or Bachelor degree in Management desirable.
• Minimum seven years of previous operations, service or field or project management experience
• Minimum seven years of experience in electronic, fire alarm & life safety industry
• Minimum five years previous senior supervisory experience required
• Experience managing a business operation an asset

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. #OTT