Directeur/trice du Service Bilingue - FR/AN

Convergint Technologies Ltd•Laval (administrative region), QC

16d•Onsite

About The Position

Convergint is currently seeking a Bilingual Service Manager - FR/EN to join our growing team at our Laval location. As a Service Manager, you will be responsible for the overall management and direction of CTC's service business, including sales and operations. You will effectively implement service sales strategies to achieve revenue and margin growth targets and maximize service delivery to meet customer satisfaction goals. The position includes overall financial responsibility for the planning and execution of service activities. This position supports the Montreal and Quebec regions.

Requirements

Present a professional image of Convergint Technologies and act as an ambassador for the company both internally and externally.
Actively seek out ways to be a role model, guide, develop, and mentor others within the service department.
Professional knowledge of safety equipment, alarm and CCTV systems, electronic security, fire alarm and life safety, and mechanical and automation systems issues and protective measures.
Excellent communication skills, both verbal and written.
Adaptability – Responds effectively to changing situations or information.
Initiative – Engages in proactive behavior and seeks out opportunities for service.
Bilingual – English / French is required.
Bachelor's degree in Engineering or related field or relevant experience.
Minimum of seven years of prior relevant field service experience required.
Experience in one or more of the following industries: electronics, fire alarm and security, building automation (is an asset).
Five years of experience in a senior supervisor role.

Nice To Haves

building automation (is an asset)

Responsibilities

Responsible for growing existing service business and developing new service business, while ensuring service sales targets and profitability are met.
Manage, supervise, and coordinate all aspects of service sales and marketing activities, including but not limited to: sales planning, lead qualification, proposal preparation, RFP responses, presentations, and closing service business opportunities.
Work closely with the Sales Director and Account Managers on service opportunities, including the conversion of projects into CSP opportunities.
Overall responsibility for contract execution - estimated cost versus actual cost; contract review; supervision of service labor and subcontractors; service contract planning and scheduling.
Overall contract management and execution and revenue generation, service billing preparation, and collections.
In conjunction with Sales, ensure timely contract renewal process is in place; actively pursue new service and system extension opportunities with the existing service base.
Liaise between the customer and internal legal counsel for service contract-related issues.
Assist the sales team to help them achieve their goals.
Coach, counsel, and train the sales force to improve individual service sales skills.
Overall responsibility for customer satisfaction for all service accounts.
Lead the team and set expectations that drive overall success.
Develop and implement operational strategies that improve service delivery and add value to customers profitably.
Ensure proper use of iCare/iPlan, Spectrum, and other service tools to ensure effective service delivery to our valued customers.
Responsible for the effective and successful administration of key accounts with a higher degree of complexity, including, estimating, competitive pricing, maximizing profit margin, quotes, order processing, payroll processing, service billings, and collections.
Manage the finances of the service business, including budgeting, load rates, and estimating rates; improve forecast accuracy for the sales function and projects, ensure profitability.
Utilize financial systems to compare actual versus estimated contract costs and to provide accurate and timely financial reporting.
Regularly meet with service customers to ensure we are providing quality service and meeting their individual needs.
Resolve customer issues that have been escalated by the supervisor/CTC.
Proactively communicate with service customers and seek their feedback.
Seeks to continually improve customer satisfaction by providing results to all customers.
Perform year-round performance management, including annual performance reviews and salary planning.
Effectively communicate objectives to the service team and communicate across the organization as needed, and maintain accurate and up-to-date sales records, and other control records necessary for processing internal and external reporting.
With CTC's growth and development, continued focus on the overall service structure is an important aspect of this role.
Work with the CTC Service Manager on staffing needs and skill sets required to support our existing customer base and proactively consider future needs.
Responsible for the supervision of overall fleet needs, including the schedule of replacement vehicles and additions to the fleet to support growth needs at CTC.
Function in collaboration with the Controller on the fleet selector ensuring the appropriate vehicles are on the selector supporting service requirements.
Provide leadership and manage colleagues in a manner that maintains morale, skills, and productivity.
Recruit and hire team members as needed in conjunction with the HR department.
Management responsibilities, including but not limited to: mentoring, coaching, and developing colleagues; recruitment and selection, planning, assigning, and directing work; performance management; project budget.
Oversee subcontractor selection and work processes.
Manage the warehouse area to include work materials, inventory, tools, ladders, recycling program, and overall warehouse cleanliness.
This also includes standards for shipping/receiving and product management.
Periodic recounts and updates of warehouses and vehicles.
Safety is a key aspect of our business.
Adhere to and promote all safety programs in place at Convergint Technologies.
Ensure all aspects of the work are performed safely.
Work closely with the Safety Manager and Safety Coordinators on safe work practices.
Participate in overall business planning and budget preparation and share responsibility for achieving overall financial goals.
Perform other duties and responsibilities as requested or required.