Job Overview

We are seeking a dedicated and experienced Service Manager to lead our service department. The ideal candidate will possess a solid 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 rapid-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: $80,000.00-$120,000.00 per year

Benefits

- Dental care
- Extended health care
- On-site parking
- RRSP match
- Store discount

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

📌 Service Manager (North York)
🏢 Nella Food Equipment
📍 North York