Service Manager

To be a trusted advisor of high quality document management solutions and services that creates new value for our clients and is a company that can attract, recruit and retain smart talented employees.

To build a high performance culture and increase efficiencies in our business operations. As one team, executing a single strategy, we will challenge status quo, and create outstanding value and performance for all our customers and their customers.

Manage, mentor and coach a team of Customer focused professionals, improve Service process efficiencies and enhance the KMBS Customer experience.

SUMMARY OF KEY RESPONSIBILITIES

1. Manage, mentor and coach – Improve the competency levels of all Service staff on a technical and work ethic aspect
2. Improve process efficiencies – Analyze and improve the day to day processes to streamline the workflow and improve productivity
3. Enhance KMBS Customer experience– Increase the level of Customer satisfaction and become the top Customer focused supplier in the market
4. Improve MIF retention – Focus on and implement all initiatives  to grow and maintain our market share

KEY RESPONSIBILITIES / DUTIES

Manage, mentor and coach

• Responsible for reviewing quality and quantity of Service productivity
• Ensure the training is requested and attended by all relevant staff.
• Review and coach all Service staff on CIP's
• Communicate and encourage growth and career planning

Improve process efficiencies

• Analyze service processes to improve efficiencies and promote cost reduction
• Participate and encourage Sales/Service meetings
• Monitor progress and promote field focus and adherence in cost saving modifications.
• Responsible for reviewing Service Level Agreements for Branch compliance

Enhance the KMBS Customer experience

• Respond in person immediately to all Customer concerns that require managerial intervention
• Ensure the all Customer receive an ETA call prior to site visit
• Be proactive in customer care by weekly team customer reviews
• Achieve goal of 88% 1st call fix ratio for team

Improve MIF retention

• Support and participate in Lead program initiative
• Ensure that all Customers receive a visit by a technician at least twice per year
• Participate in Client visits on a monthly basis to promote customer relationship and retention

SKILLS / QUALIFICATIONS

• A  college diploma in technical or related field
• Minimum 5 years previous experience as Service Team Leader
• Good communication and presentation skills
• Ability to lead and motivate
• Ability to accommodate shift hours
• A creative and strategic thinker; able to manage long- and short-term initiatives concurrently
• A team player with a proven problem solving ability, time management and prioritization skills
• Detail oriented, possessing strong analytical skills and the ability to work self-managed and collaboratively as part of a team
• Able to excel in a changing environment
• Bilingual (English/French) is preferred
• Competency  with MS Office suite
• Own vehicle with  a valid driver's license

MEASURE OF SUCCESS

• Recognized a leading Service provider
• Customer/Stakeholder satisfaction based on survey
• Management of Service Level Agreements compliance
• Creation of successful service process efficiencies
• Sales Improvement by Service value contribution

REFERENCE ID: KMBS-11-4023
POSITION TYPE: Permanent
LOCATION: Edmonton, AB
VACANCIES: 1