Service Manager

Convergint is currently recruiting for a Service Manager to join our growing team in our Laval location. As the Service Manager, you will be responsible for the Overall management and leadership of the CTC service business, including both sales and operations activities. Effectively implement service sales strategies to achieve revenue growth and margin goals and maximize service delivery to achieve customer satisfaction goals. Scope of work includes Overall financial responsibility for planning and executing the service business.

Who You Are

You have a passion for providing world-class service to customers, colleagues and communities. You are a person of integrity with a commitment to growth, accountability and delivering results. You want to join an organization with a positive culture that embraces inclusion and allows everyone to be the best version of themselves at work and home. You want to grow with us and deliver results as an exceptional Service Manager.

Who We Are

With 20-years of proven growth and exceptional performance, our mission is to be our customer's best service provider. We realize the importance of diversity in achieving that goal. Our company was built upon a solid foundation of 10 Values and Beliefs which drive our unmatched culture, making us the #1 global, serviced-based systems integrator in the industry. We take great pride in protecting the lives and assets of our customers and their communities with the solutions we provide.

What you'll do with "Our Training and Your Experience"

• Responsible for growing existing service business and developing new service business while ensuring attainment of service sales goals and profitability. Manages, oversees and coordinates all aspects of service sales and marketing activities including, but not limited to, the following: sales planning, qualifying potential business, preparation of proposals, RFP responses and presentations, and closing service business opportunities. Works closely with Sales Manager and Account Executives on Service opportunities including Project conversion to CSP opportunities
• Overall responsibility for execution of contracts - estimated cost vs. actual cost; review of contracts; supervision of service labor and subcontractors; planning and scheduling service contracts. Overall management and execution of contracts and revenue generation, preparation of service invoices, and collections. In collaboration with Sales, ensure timely Contract Renewal process is in place; actively pursue new Service and System expansion opportunities with existing Service base. Acts as liaison between customer and in-house legal counsel for service contract issues.
• Assists the sales team in support of their goal achievement. Coaches, councils and trains the sales force to improve individual service selling skills. Overall responsibility for customer satisfaction on all service accounts. Leads the team and sets expectations that drive the overall success.
• Develops and implements operations strategies that improve service delivery and provide additional value to customers in a cost-effective manner. Ensure proper use of iCare/iPlan, Spectrum and other service tools to ensure efficient delivery of services to our valued customers.
• Responsible for the effective and successful administration of key accounts with a higher level of complexity including, estimating, competitive pricing, maximize profit margin, quoting, order processing, payroll processing, Service billings and collections. Actively manage DSO and company KPI's as part of financial focus for each CTC and overall territory.
• Manages service business financials including budgeting; Burden Rates and estimating rates; improves forecasting accuracy for sales function and projects, ensures cost efficiency. Utilizes financial systems to review actual vs estimated contract cost and to provide timely and accurate financial reports.
• Meets with service customers on a regular basis to ensure that we are providing quality service and meeting their individual needs. Resolves customer problems that have been escalated from the Supervisor/CTC level. Proactively communicate with and seek feedback from service customers. Seeks to continuously improve customer satisfaction through delivering results to all customers. Seeks feedback through the Company Customer Survey process as KPI on success of efforts.
• Effectively communicates goals to the service team and communicates with the wider organization as and when required, and maintains accurate and up to date sales records, and other control records necessary for processing of internal and external reports.
• With growth and development on the CTC, continuous focus on overall service structure is an important aspect of this role. Work with CTC Service Leader on manpower requirements along with skillsets supporting our existing customer base and outlook on future needs in a proactive manner
• Provide leadership and manages colleagues in a manner that maintains morale, skills proficiency and productivity. Recruit and hire team members as required in conjunction with the HR Department. Managerial responsibilities including but not limited to: mentoring, coaching and developing colleagues; recruitment and selection, planning, assigning and directing work; performance management; project budget. Oversees subcontractor selection process and work.
• Conduct performance management throughout the year including annual performance evaluations and salary planning.
• Responsible for overseeing overall Fleet requirements including timing of replacement vehicles and adds to fleet supporting growth needs at CTC. Works in conjunction with Controller on Fleet selector ensuring proper vehicles are on selector supporting service requirements.
• Manage warehouse area to include job materials, inventory, tools, ladders, recycling program and overall cleanliness of warehouse. This also includes standards for shipping/receiving and product management. Periodic warehouse/vehicle recount and updates
• Safety is a key aspect of our business. Adhere to and promote all safety programs in place at Convergint Technologies. Ensure all aspects of work are executed in a safe manner. Ensure all colleagues complete daily FLHA's/tool box meetings, use tools properly and work safely every day. Work closely with Safety Manager and Safety coordinators on safe work practices.
• Participates in overall business planning and budget preparation and shares in the responsibility of delivering overall financial targets.
• Performs other duties and responsibilities as requested or required.

What You'll Need

• Present a professional image of Convergint Technologies and act as an ambassador for the company both internally and externally. Expectations of and contributions from the Service Manager are high in the minds of the customer, the company and colleagues.
• Actively seeks ways in which to act as a role model, guide, develop and mentor others within the Service Department
• Broad based professional knowledge of: security hardware, alarm and video surveillance systems, electronic security issues and safeguards, fire alarm & life safety , automation and mechanical systems
• Excellent communication skills, both oral and written
• Adaptability - Responds effectively to changes in situation or information
• Initiative - Engages in proactive behavior and looks for service opportunities

Requirements:

• Bilingual in French and English is required
• Minimum of seven years of previous, relevant field service experience required
• Experience in one or more of the following industries a prerequisite: electronic, fire alarm & life safety, building automation (Asset)
• Bachelor's degree in Engineering or related field desirable or equivalent experience
• Minimum five years previous senior supervisory experience required

Company Benefits and Perks

Convergint fosters a supportive, accessible, and inclusive environment in which individuals of different backgrounds and identities are able to realize their maximum potential within the company. We offer a variety of programs and exceptional benefits to all of our colleagues:

• Company Holidays and Paid Time Off
• Immediate comprehensive benefit plan (medical, dental, etc.)
• Employer contribution to RRSP;
• Work environment committed to safety;
• Colleague Assistance Program
• Tuition reimbursement
• Competitive salary and compensation plan
• Corporate Social Responsibility Day
• And much more...

Convergint is committed to a culture of Inclusion and Diversity and is an Equal Opportunity Employer.

Visit our Convergint careers site to learn more about the company and the exciting opportunities available.

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