ROLE SUMMARY:
Our Southwestern Ontario Region is looking for a Security Service Supervisor to join the team. The main job duties and responsibilities of this role will be to oversee the branch operations, drive process improvements and deliver superior customer service. You must have an excellent entrepreneurial mindset, and able to work inter-divisional in a fast-moving environment. You must be an effective communicator able to provide clear and concise updates to leadership and provide work direction to field employees. This role will be based out of the London branch.
JOB RESPONSIBILITIES:
- Execute a number of supervision activities for effectively and economically implementing the business strategies, plans and programs, including achieving planned revenues and continually establishing budget costs.
- Oversee and provide leadership, mentorship, supervision and training to Field Leaders, service sales reps as well as service and support staff.
- Implement MFA (Market Feedback Analysis) processes, meet with customers to mitigate and resolve concerns and increase customer satisfaction.
- Responsible for organizing and monitoring contractual obligations.
- Assist the Service/Install Manager in managing Work-In-Progress (WIP) reports, including but not limited to Job Status and approving & reconciling of purchase orders for third party suppliers
- Monitor contractual revenues and WIP progress to ensure that accurate progress billings and revenue recognition is occurring at the branch level.
- Perform site visits to assist and support Field Leaders.
- Review work orders to ensure accuracy and completeness.
- Review and request invoicing / progress billing for all open work orders monthly.
- Work with the Service/Installation Manager and Installation team to plan installation work for forecasting purposes.
- Managing work orders, forecasting, backlog and POC tasks
- Quoting emergency and other service work orders as required.
- Ensure the coordination, organization and planning of Field Leaders’ work schedules to ensure efficiency, and the timely completion of work orders with effective dispatching to achieve revenue and margin targets
- Continuously reviews, monitors productivity and develops strategies related to improving:
o The number of repeat calls per Field Leader
o The coverage of the servicing territory and traveling and response time
o Problem systems
o Employee productivity levels
o Improving customer servicing time while reducing traveling time
- Support the Installation Manager to be accountable for employee performance and success on the job towards department goals.
- Foster TEAM working relationships by promoting teamwork, strong team and management relations, and high morale among workers
- Ensure personnel within the service department are fully informed of his/her responsibilities, daily workload and the expected level of quality service.
- Ensure Storekeeper has transacted all materials, and all documentation is complete to allow for invoicing to take place.
- Ensure all policies and procedures are implemented and followed by team members.
- Ensure all required qualifications and training by team members is current and up to date in tracking database
- Monitor for the proper calculation, accuracy and documentation of time sheets, overtime, vacation, and amount of absenteeism per employee, new hires, etc.
- Provide ongoing training to Field Leaders through regular meetings and on the job training programs.
- Communicate technical issues/problems to the appropriate levels of personnel and contribute to problem resolution based upon established limitations and concerns. Report and implement the changes/improvements to the Service group.
- May be responsible for managing a unionized environment and dealing with labour relations issues as they arise
- Responsible for complying with all company standards & procedures.
- Follow established health & safety procedures; report all accidents and hazards to the appropriate personnel.
- Ensure all Company vehicles are stocked with sufficient inventory to meet service needs within the guidelines set.
- Deal with customer complaints ensuring a timely and courteous response.
- Responsible for providing a safe workplace environment and for the safety of the workers.
- Provide leadership and support in maintaining EH&S policies, documentation, along with conducting audits, inspections and training.
- Assist the Service/Install Manager in the planning, developing and implementing of programs geared towards growth and achieving branch objectives.
- Supervise quality, employee and customer relations.
- Other duties as assigned by the Service/Install Manager
Qualifications:
- Must have 5 years of experience in the related industry
- Previous supervisor/leadership experience preferred
- Working knowledge of any codes and standards applicable to the industry
- Post-Secondary diploma or degree in building systems, electronic technology, networking or equivalent knowledge/ work experience an asset
- Strong working knowledge of Lenel, ICT, and CCTV systems preferred
- Proficient computer skills (Office 365, Cloud, & other web-based app usage basics)
- Basic understanding of WIP reporting and Project financials
- Must have a valid driver’s license with a good driving record
More about the position:
- Ability to work with minimal supervision/self-motivated and has a desire to work on a winning team
- Strong interpersonal skills and effective at building relationships - with a strong client service orientation
- Adaptable to changing environments
- Understands and can demonstrate a calm demeanor when faced with confrontation or high-pressure situations.
- Analytical thinking with the ability to separate issues and implement positive solutions.
- Ability to mentor and discipline others effectively and professionally
- Highly organized and able to work under pressure
- Excellent communication skills with an ability to convey a message in an organized, clear and effective manner
- Goes beyond job requirements to seek opportunities and generate ideas for improvements
- May be responsible for managing a unionized environment and dealing with labour relations issues as they arise
- Follow established health & safety procedures; report all accidents and hazards to the appropriate personnel.
- Ensure the coordination, organization and planning of work schedules to ensure the effective dispatching of technicians and the timely completion of work orders.
- Ensures all Company service vehicles are stocked with sufficient inventory to meet service needs within the guidelines set.
- Deal with customer complaints ensuring a timely and courteous response.
- Provides ongoing training to technicians through regular meetings and on the job training programs.
- Responsible for providing a safe workplace environment and for the safety of the workers.
Our offerings include:
- Competitive compensation and benefit package
- RRSP matching
- Employee Stock Purchase Plan
- Employee Discounts
- Learning and Development opportunities
- Reward and Recognition Program
- A culture of performance & accountability
- A supportive and positive team environment
Background Check Requirements:
As a condition of employment, this position may be subject to the successful completion of the following pre-employment conditions:
- Criminal Background Check
- Reference Check
We thank all applicants for their interest; however, only those candidates selected for an interview will be contacted.
We are committed to a diverse and inclusive workplace for all. If you are contacted for a job opportunity, please advise us of any accommodations needed to ensure fair and equitable access throughout the recruitment and selection process.
Job Types: Full-time, Permanent
Expected hours: 40 per week
Benefits:
- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Employee stock purchase plan
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
Work Location: In perso
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