p>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 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.
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.