General Service Manager

at  Total Power Limited

SUMMARY

The General Service Manager (GSM) is responsible for leading and managing the growth, performance, and development of the Product Support business unit, including Service Sales, Parts Sales, Rental Operations, and Facility Management in the GTA and Southwestern Ontario region. This role requires a blend of leadership, business development, sales and service expertise, and financial acumen. The GSM drives team development, fosters a positive culture, and focuses on delivering exceptional customer experiences while exceeding business goals. As a strategic thinker, the GSM collaborates with senior management, contributing to company plans and continuously finding ways to improve performance.

WHAT YOU NEED (REQUIREMENTS)

· Minimum 5 years of service operations leadership experience.
· College or University degree preferred.
· Strong interpersonal and customer service skills.
· Ability to build and maintain relationships with departments and key partners across the organization.
· Foster a culture of continuous improvement.
· Proficient in Microsoft Office and computer applications.
· Adhere to company guidelines, policies, and communication standards.
· Ensure accuracy and professionalism in all company documents.
· Follow Health and Safety rules, prioritizing safety in all situations.
· Maintain a professional image, upholding high ethical standards.
· Promote company products and services, building customer loyalty and retention.
· Available for work during power outages or declared emergencies in the region.
· Perform additional tasks as needed to support the organization’s growth.

A LITTLE BIT ABOUT US…

Proudly Canadian and respected throughout the industry, we have built our success through expertise, integrity, and innovation in providing on-site power generating solutions nationwide. For more than 60 years, our unparalleled reputation for delivering the right generator solution and superior customer service has been built by our loyal Customers. Visit us at www.totalpower.ca to learn more about us.
Our growth & Culture: As Canada’s 1st Choice for PowerGen, we’ve been growing quickly and aim to keep doing so – if you want to be part of our success story, join our family, and grow with us! Our employees are our biggest asset; their engagement and passion are the key to our success. We EMPOWER them to be ENGAGED!

· Report directly to the Director of Operations.
· Drive the achievement of sales, gross margin, and income targets for Product Support in the region.
· Lead and support department managers, holding teams accountable for customer service, safety, quality, productivity, and key metrics.
· Mentor teams to exceed revenue, margin, and income goals for Service.
· Support service sales efforts, focusing on Customer Support Agreements, repairs, and retention.
· Assist in budget planning, forecasting, and setting operational goals.
· Enhance technician productivity to improve competitiveness and profitability.
· Ensure maintenance and repair scheduling prioritizes emergencies and verifies creditworthiness.
· Propose ideas for revenue growth and continuous improvement.
· Communicate and reinforce company goals, strategies, and objectives.
· Maintain a professional and safe work environment, addressing safety concerns with the Health and Safety Officer or HR.
· Handle HR responsibilities, including coaching, team-building, training, and supporting recruitment and discipline in collaboration with HR.
· Consult with the Director before addressing performance issues with team members.
· Lead quarterly department meetings and ensure regular meetings are held by management.
· Oversee accounts receivable issues, proactively resolving customer complaints and disputes.
· Uphold the company’s Customer Service Promise, ensuring exceptional customer experiences aligned with company values.
· Serve as the primary decision-maker during power outages or emergencies in the region.
· Perform additional tasks as needed to support the GSM role.