Regional Service Manager

BearCom

17d • $100,000 - $130,000 • Remote

About The Position

The Regional Service Manager is responsible for managing, planning and supervising the activities of the Service department and will report directly to the General Manager. The Service Manager exercises independent judgment and initiative in management of technical staff, including overseeing the day to-day operations of the service department and operations across the assigned region of BearCom Canada Corp.

Requirements

• Must Have Knowledge Of:
• Products and services offered by BearCom Canada
• Safety standards related to office, shop and site environments for a CoR-designated company
• Fiscal management and control required to develop and administer a program budget and periodic revenue forecasting
• Principles of quality management and continuous improvement
• Methods used in developing performance and productivity standards
• Techniques required to effectively manage an emergency
• Principles and practices of planning required for program and project development
• Terminology used to disseminate information and to prepare written documents related to technical service operations
• “Best in class” practices used in service operations
• Skills:
• Building relationships
• Leading and supervising technical teams covering a wide geographical area
• Problem solving and responsible decision making
• Organizing processes and information
• Using computer applications to record and organize data
• Comprehending technical and non-technical data
• Communication and motivational skills
• The ability to work well under pressure
• Ability:
• Provide effective detailed oral and written instructions
• Interface effectively with customers, exhibiting the ability to grow the customer base
• Demonstrate a commitment to providing outstanding customer service
• Work within stringent deadlines to complete assignments in a timely and cost-effective manner
• Participate as a team leader, assigning tasks and ensuring work is accurate and complete
• Encourage collaboration between work teams within and between branch locations
• Establish criteria and standards for effective performance in order to supervise and evaluate technical staff
• Develop effective operating procedures to direct work functions
• Identify and inform the sales department of - opportunities to further penetrate the marketplace
• Evaluate employee work quality, conduct performance appraisals, identify areas needing improvement, and recommend training
• Develop, monitor, and manage a budget to ensure expenditures remain within allocated funding
• Bachelor's Degree or equivalent in appropriate technical/business discipline and/or business experience with 6+ years industry experience.
• Resource management of technical teams greater than 3 or more employees, 3+ years.

Nice To Haves

• Technical/industry certifications are preferred: CET, CSM, and/or PMP.

Responsibilities

• Manage and coordinate the daily functions of the Service department to ensure timely and efficient delivery of services to customers
• Actively work to grow and expand the Service department in coordination with the Sales department
• Direct the design, implementation and enhancement of department processes to improve customer service and employee productivity
• Execute priorities, goals, objectives and performance measures for service department supervisors and staff
• Encourage and motivate service staff to deliver exceptional quality of service and exceed customer expectations; work with underperforming employees to correct deficiencies
• Provide or coordinate staff training including on-job and safety training programs, both for immediate and long- term requirements
• Ensure certification and training requirements are met for all technical services employees and proper “talent inventory” is kept and maintained
• Ensure all test equipment is inventoried and compliant with current calibration requirements
• Select, screen and interview potential service operations staff for new positions
• Responsible for conducting performance reviews with service employees
• Oversee discipline and termination procedures and appeals
• Serve as liaison between branch and contractors being utilized for the completion of Bearcom work in the region
• Monitor timesheets and payroll approvals for service personnel
• Manages domain P&L and evaluates resource and operational KPI’s
• Manage MA and SLA agreements to ensure compliance with terms and conditions as written
• Provide oversight on quotes to customers in coordination with Technical Services Group for project work
• As part of a project plan, assist in the development of proposals and quotations, providing input to project managers regarding service options as well as the cost and availability of technical resources
• Manage and monitor branch service supervisors (as applicable) to aid them in attaining goals and objectives
• Monitor and coordinate maintenance and repairs on (fleet) vehicles.
• Stay abreast of new trends and innovations in telecommunications, and adapt service offerings to accommodate them
• Coordinate and execute bi-weekly service meetings with the team and additional personnel as required
• Responsible for maintaining a safe work environment in compliance with safe work practices for the service team
• Additional duties as assigned by your General Manager

Benefits

• BearCom wants to elevate your professional growth! We place high value in investing in the development of our team members and advancing your technical capabilities.
• BearCom can provide extensive on-the-job training, and covers all fees associated with most professional certifications.
• Highly Competitive Compensation
• Medical, Dental, and Vision Insurance
• Company-Paid Life, Short/Long-Term Disability Insurance
• Paid Holidays
• Generous Paid Time Off
• Matching 401k Plan
• Employee Referral Bonus
• Tuition Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Manager