Based at: Service Department
Position reports: Business Owner
Job Purpose Summary: Manage service department and maintain customer relations.

Key Responsibilities and Accountabilities:

Running the service department including quoting and overview.
Ensure the profitability of jobs and if not, dig into reasons why.
Accountable for development of a plan and implementation of activities to meet and exceed Cost/ billed hour objective as established in the budget and Balanced Scorecard
Accountable for development of a plan and implementation of activities to meet and exceed Billable time objective as established in the budget and Balanced Scorecard
Accountable for development of a plan and implementation of activities to meet and exceed Customer Service Quality objective as established in the budget and Balanced Scorecard
Liaise with other functional/departmental managers so as to understand all necessary aspects of organizational development, and to ensure they are fully informed of organizational development objectives, purposes and achievements
Ensure activities meet with and integrate with organizational requirements for quality management, health and safety, legal stipulations, environmental policies and general duty of care

Dimensions/Territory/Scope/Scale indicators:

Service department operational network in New Brunswick

Communicating:

Communicate with owner, counterparts and service technicians.
Communicates with stock room as well as clients.
Communicates with sales department.
Ensures compliance with Balanced Scorecard requirement to meet with staff on a weekly basis including agenda and minutes including action items.

Planning and organizing:

Plan man hours and assign men to specific jobs. Plan the job around material and sub-contractors where required.
Plan around vacation schedules.
Plan the job from beginning to end.

Managing information or general administration support:

Establish and maintain appropriate systems for measuring necessary aspects of organizational performance

Monitoring and reporting:

Reports to Owner on project status updates where required.
Advise if the project is running behind.
Report and update financial performance on the project.

Evaluating and decision-making:

Quickest and easiest way to work a project.
Let technicians know what was in mind when the project was quoted.
Evaluate technicians on workmanship and skill.
Assign technicians based on job suitability.
Operates within established signing authority for financial purposes and authority limit as assigned.

Financial budgeting and control:

Prices jobs.
Not involved in financial budgeting.
Manage and control departmental expenditure within agreed budgets
Assist in development of divisional budget.

Quality control

Every job is reviewed for quality.
Develop and implement quality management strategy and plans, including resource, systems, timescales, financials, to support, contribute to, and integrate within, the organization’s annual business plan and long term strategy.
Develop and maintain systems to establish standards relating to activities and products.
Develop and maintain systems to measure performance against established standards.
Monitor performance (in relevant areas) according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
Monitor and inform/communicate/apply standards created/maintained by external bodies, and integrate within internal quality management systems.
Establish and implement necessary communication strategy for the improvement and awareness of quality issues across department.
Report as necessary on changes in standards (internally and externally initiated) and on performance against standards.
Manage departmental performance against agreed targets and budgets, and within policies and standards.
Liaise with customers and suppliers where necessary (where impacting/affected by quality issues)

Health and safety

Make sure of awareness of health and safety policies, implement and follow through.
Existence and awareness of a suitable and relevant health and safety policy.
A safe workplace without risk to health.
Safe plant and machinery, and safe movement, storage and use of articles and substances.
Adequate provision of first-aid and welfare facilities and support.
Provision of suitable and current information and supervision concerning health and safety policies and practices.
Proper and timely assessment of risks to health and safety, and implementation of measures and arrangements identified as necessary from the assessments.
Provision of emergency procedures, first-aid facilities, safety signs, relevant protective clothing and equipment, and incident reporting to the relevant authorities.
Liaison as necessary with other organizations and relevant authorities, and assistance and cooperation concerning audits and remedial actions.
The workplace satisfies health, safety and welfare requirements for ventilation, temperature, lighting, sanitary, washing and rest facilities.
Prevention and precautions against, or adequate control of, exposure to hazardous substances, and danger from flammable, explosive, electrical, noise, radiation and manual handling risks.
Surveillance and reporting on health and safety practices and systems.

Self-development:

Read industry material about equipment repair practices and industry standards.

Recruiting:

Interview and recommend.

Assessing:

Manage and develop direct reporting staff

Training:

Plan, develop and implement strategy for staff training and development, establish and maintain appropriate systems for measuring necessary aspects of staff training and development
Monitor, measure and report on staff training and development plans and achievements within agreed formats and timescales
Manage and develop direct reporting staff
Manage and control departmental expenditure within agreed budgets
Liaise with other functional/departmental managers so as to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development objectives, purposes and achievements

Managing

Plan and manage departmental activities in accordance with agreed budgets and timescales.

Computer Skills

Proficiency in Excel, Word and business operating system

Literacy and Numeracy

Proficiency in spoken and written English
Proficiency with numbers and financial statements.

To apply for this position please contact quoting #SM0828-CB to: hsmith@saunders.nb.ca