Top Benefits
About the role
Job Overview
We are seeking a dedicated and experienced Service Manager to lead our service department. The ideal candidate will possess a strong background in customer service, with the ability to effectively manage a team while ensuring the highest level of service to our clients. This role requires excellent communication skills and a passion for delivering exceptional customer experiences in a fast-paced environment.
What we are looking for:
- Team Leadership: Oversee and manage a team of office staff (i.e., service administrators, dispatchers, etc.) and on-road service technicians responsible for the installation, repair, and replacement of equipment, ensuring tasks are completed efficiently and to high standards.
- Scheduling & Workload Management: Plan, organize, and monitor the daily tasks of the service team, including routine maintenance.
- Sales Collaboration: Partner with the sales team to coordinate equipment demonstrations, installations, and service-related activities for both prospective and current clients.
- Third-Party Coordination: Manage the installation and repair services provided by third-party vendors.
- Goal Setting & Staff Development: Assist service staff in setting and achieving goals, providing guidance to help them succeed.
- Performance Monitoring: Motivate the service team and regularly assess their performance to ensure high productivity and job satisfaction.
- Communication: Facilitate effective communication within the service department and with other departments across the company.
- Customer Focus: Foster a customer-centric environment, continuously aiming to enhance customer satisfaction.
- Complaint Resolution: Address and resolve customer complaints promptly, working closely with clients to resolve disputes.
- Warranty & Compliance: Ensure adherence to manufacturer warranty policies and procedures.
- Training: Provide ongoing training and resources for service staff to stay updated on product knowledge.
- Policy Adherence: Ensure that all team members understand and comply with department policies and procedures.
- Cost & Time Estimates: Provide accurate estimates for repair and maintenance costs and timelines.
- Quality Assurance: Maintain high standards in service quality, minimizing the need for repeat repairs.
- Tool Management: Ensure proper care, storage, and inventory of tools.
- Record Keeping: Keep customer files updated and easily accessible for reference.
- Pricing & Packages: Prepare pricing guides and maintenance packages for frequent service requests.
- Customer Follow-Up: Conduct follow-ups within 24 hours to confirm customer satisfaction.
- Quotations & Installations: Prepare and oversee service quotations and installations.
- Policy Compliance: Maintain comprehensive knowledge of company and department policies, ensuring compliance at all levels.
About you:
- Experience: 4-6 years of progressive experience in a service department, with at least 4 years in a supervisory role.
- Education: A university degree or college diploma in business administration.
- Technical Knowledge: Strong understanding of technical repairs, particularly with kitchen equipment.
- Leadership: Proven experience in leading and managing teams.
- Organizational Skills: Strong organizational, time management, and multitasking abilities.
- Problem-Solving: Capable of addressing complex issues and implementing solutions that benefit the entire department.
- Interpersonal Skills: Excellent communication skills, both verbal and written, with a strong focus on customer service.
- Customer Relations: Ability to build and maintain strong, trusting relationships with customers.
This role is ideal for a proactive leader who is passionate about service excellence and customer satisfaction. Join us to make a significant impact within our organization!
Job Types: Full-time, Permanent
Pay: From $80,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- RRSP match
- Store discount
Schedule:
- 8 hour shift
- Monday to Friday
Application question(s):
- This position requires you to oversee and manage a team of office staff (i.e., service administrators, dispatchers, etc.) and service technicians. Do you have this experience?
Experience:
- Supervising: 4 years (required)
- Service Industry: 4 years (required)
Work Location: In person
About Nella Food Equipment
Nella Cutlery was established and has been serving the food industry since 1951. We import, manufacture, and distribute a full line of food service equipment and supplies used in supermarkets, delicatessens, convenience stores, restaurants, casinos and more. With many top brand names to choose from and a large selection of quality used equipment, Nella's experienced and helpful staff will assist you in purchasing what you need within your budget requirements.
Top Benefits
About the role
Job Overview
We are seeking a dedicated and experienced Service Manager to lead our service department. The ideal candidate will possess a strong background in customer service, with the ability to effectively manage a team while ensuring the highest level of service to our clients. This role requires excellent communication skills and a passion for delivering exceptional customer experiences in a fast-paced environment.
What we are looking for:
- Team Leadership: Oversee and manage a team of office staff (i.e., service administrators, dispatchers, etc.) and on-road service technicians responsible for the installation, repair, and replacement of equipment, ensuring tasks are completed efficiently and to high standards.
- Scheduling & Workload Management: Plan, organize, and monitor the daily tasks of the service team, including routine maintenance.
- Sales Collaboration: Partner with the sales team to coordinate equipment demonstrations, installations, and service-related activities for both prospective and current clients.
- Third-Party Coordination: Manage the installation and repair services provided by third-party vendors.
- Goal Setting & Staff Development: Assist service staff in setting and achieving goals, providing guidance to help them succeed.
- Performance Monitoring: Motivate the service team and regularly assess their performance to ensure high productivity and job satisfaction.
- Communication: Facilitate effective communication within the service department and with other departments across the company.
- Customer Focus: Foster a customer-centric environment, continuously aiming to enhance customer satisfaction.
- Complaint Resolution: Address and resolve customer complaints promptly, working closely with clients to resolve disputes.
- Warranty & Compliance: Ensure adherence to manufacturer warranty policies and procedures.
- Training: Provide ongoing training and resources for service staff to stay updated on product knowledge.
- Policy Adherence: Ensure that all team members understand and comply with department policies and procedures.
- Cost & Time Estimates: Provide accurate estimates for repair and maintenance costs and timelines.
- Quality Assurance: Maintain high standards in service quality, minimizing the need for repeat repairs.
- Tool Management: Ensure proper care, storage, and inventory of tools.
- Record Keeping: Keep customer files updated and easily accessible for reference.
- Pricing & Packages: Prepare pricing guides and maintenance packages for frequent service requests.
- Customer Follow-Up: Conduct follow-ups within 24 hours to confirm customer satisfaction.
- Quotations & Installations: Prepare and oversee service quotations and installations.
- Policy Compliance: Maintain comprehensive knowledge of company and department policies, ensuring compliance at all levels.
About you:
- Experience: 4-6 years of progressive experience in a service department, with at least 4 years in a supervisory role.
- Education: A university degree or college diploma in business administration.
- Technical Knowledge: Strong understanding of technical repairs, particularly with kitchen equipment.
- Leadership: Proven experience in leading and managing teams.
- Organizational Skills: Strong organizational, time management, and multitasking abilities.
- Problem-Solving: Capable of addressing complex issues and implementing solutions that benefit the entire department.
- Interpersonal Skills: Excellent communication skills, both verbal and written, with a strong focus on customer service.
- Customer Relations: Ability to build and maintain strong, trusting relationships with customers.
This role is ideal for a proactive leader who is passionate about service excellence and customer satisfaction. Join us to make a significant impact within our organization!
Job Types: Full-time, Permanent
Pay: From $80,000.00 per year
Benefits:
- Dental care
- Extended health care
- On-site parking
- RRSP match
- Store discount
Schedule:
- 8 hour shift
- Monday to Friday
Application question(s):
- This position requires you to oversee and manage a team of office staff (i.e., service administrators, dispatchers, etc.) and service technicians. Do you have this experience?
Experience:
- Supervising: 4 years (required)
- Service Industry: 4 years (required)
Work Location: In person
About Nella Food Equipment
Nella Cutlery was established and has been serving the food industry since 1951. We import, manufacture, and distribute a full line of food service equipment and supplies used in supermarkets, delicatessens, convenience stores, restaurants, casinos and more. With many top brand names to choose from and a large selection of quality used equipment, Nella's experienced and helpful staff will assist you in purchasing what you need within your budget requirements.