Medline Sinclair (sinclairdental.com) is currently searching for a Service Manager for our Mississauga Branch. The Service Manager is responsible for delivering service excellence, ensuring customer satisfaction and retention. This role focuses on enhancing productivity, performance, safety, efficiency, inventory health, and profitability through effective processes implemented by the Service Supervisor and Team Lead.

Duties & Responsibilities:

Staff/Department Management:

• Oversee the daily activities of the Service Supervisor and Team Lead, and meet on a regular basis to discuss in field activities.
• Utilize metrics to enhance productivity and performance.
• Plan and balance workloads effectively.
• Ensure service calls are up-to-date in calendars for all technicians.
• Resolve escalated customer issues/complaints promptly.
• Coach staff through challenging customer situations.
• Provide training, tools, coaching, mentoring, encouragement, and recognition to meet business expectations.
• Collaborate with Branch leadership on annual performance and salary reviews for the Service team.
• Conduct performance and salary reviews for the Service Supervisor and Team Lead.
• Conduct performance and salary reviews for Service Technicians in conjunction with Supervisor/Team Lead.
• Ensure the Supervisor and Team Lead are trained to facilitate onboarding for Service Technicians, focusing on safety and job-related responsibilities.
• Facilitate safety training and policy implementation for the Service Department.
• Participate in required Job Safety Analysis and safe work procedures.

Customer Service:

• Follow through on commitments to customers and internal colleagues.
• Listen to and address customer issues and maintain customer relations.
• Communicate client service information with Sales Representatives and Office Staff.
• Act as an escalation point for difficult customer situations.

Inventory:

• Conduct annual inventory audits

Managing Risk:

• Ensure legislative compliance.
• Manage company property and ensure adequate protection for customer property.
• Implement corporate policies and plan/control changes.
• Provide a safe work environment through training delivery to Supervisors and Team Leads, identifying and resolving unsafe situations, reporting injuries, and conducting injury and near-miss investigations.

Qualifications & Skill Requirements:

Education:

• Bachelor’s degree or equivalent work experience.

Experience:

• 5+ years of proven experience in supervising teams
• Cost management experience.
• Excellent people management skills with an open and direct communication style.
• Effective conflict management and problem-solving abilities.
• Technical experience with mechanical, electrical, electronic, pneumatic, hydraulic, and/or plumbing systems.

Skills:

• Basic IT skills (databases, MS Office, enterprise systems).
• Strong verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Results-oriented with a focus on achieving goals.

Successful candidates will be required to complete a criminal background check.

What you need to do now
If you feels this is your next career step, please apply now!

Applicants with disabilities may notify Human Resources of any accommodations needed to support their participation in the recruitment process.

We sincerely appreciate your interest in Medline Sinclair!