Ensure that service requests are answered, dispatched, and completed in a timely manner relative to their priority and the Service Level Agreement (by customer).
Ensure timely and detailed updates to customers when applicable.
Manage escalations to ensure that they are resolved as soon as possible.
Document and refine processes within the department by engaging the team in continuous improvement initiatives. Ensure that all team members are following the processes.
Compile Key Performance Indicators and identify opportunities for improvement.
Provide feedback on Field Service Technicians and report any issues to the Service Manager and/or the National Service Director.
Take an active role in the Field Service Duties to identify opportunities for continuous improvement and partner with the Field Service Team to act on those opportunities.
Partner with Billing Department to ensure Service Billing is always up to date.
Ensure that estimates are completed on a timely basis and ensure that they are communicated to the Sales team and responses are received.
Partner with the Parts Department Supervisor to improve parts flow to the Field Service Technicians.
Ensure adequate coverage for all functions and act as back-up if required.
Ensure that third party service providers are utilized when appropriate and that their performance is monitored and tracked.
Compile, update, and distribute service status reports to key customers and take an active role in meetings with key customers to maintain SLA’s.
Manage Field Service Technicians Payroll / Vacation and Expenses via various internal systems.
Participate in the Review process of the Field Service Technicians, fostering sustainable goals via various internal systems.
Monitor billing for any revenue issues resulting in margin downturns i.e. overtime not being billed.
Ensure full ownership of the SLA process (where applicable) as it pertains to the respective region being managed.
Other Duties as required.
Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the Canada, Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.
Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.
Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status
Job Types: Full-time, Permanent
Pay: $50,100.00-$60,000.00 per year
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