Convergint is currently recruiting for a Service Supervisor to join our team in Moncton, NB or Halifax, NS. As the Service Supervisor, you will be responsible for maximizing customer satisfaction by effectively executing all Convergint commitments on Customer Service Programs (CSPs), time and material work, parts sales and other service duties. The position typically supervises Service Technicians. This role is responsible for the effective management of resources, costs, safety, quality assurance and customer satisfaction for the delivery and expansion of the existing service base. The financial impact is measured in the growth and delivery of Service products in the local CTC market.
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.
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.”
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Oversees all elements of service and quoted work orders along with CSP related work, including manpower scheduling, material procurement and/or cost control. Proactively communicates service schedules and related service activities with customer and seek to continuously improve customer satisfaction.
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Maintains good customer relations, includes prompt response to customer requests and maintaining frequent customer contact. Reviews annual customer satisfaction surveys to measure and track customer satisfaction levels.
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May provide pricing, quoting, order processing directly with customers for service work. Carefully monitor all financial aspects of the service work performed (costing, invoicing, billing time, revenue, margins, etc.)
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Works with Operations Coordination Team for effective delivery of customer service including scheduling of field technicians, approval of work order billings, as well as usage and reporting in iCare.
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Actively participates in Operations to Service turnover meetings.
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In collaboration with Sales and CSP Coordinator, ensures timely contract renewal process is in place. Cultivates and maintains existing accounts and actively pursue new service and system expansion opportunities with existing service base. Ensures renewals for expiring contracts for accounts without an assigned Account Executive.
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Effectively communicates service requirements to service team and wider organization as and when required and maintains accurate and up to date records of service work with respect to job status, job changes, material flow and other control records necessary for processing of internal and external reports.
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Manage technician recommendation reports that identify opportunities to add value to client systems.
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Supervises colleagues in a manner that maintains morale, skills proficiency and productivity. In conjunction with the HR Department, recruit and hire colleagues as required. Performs limited range of managerial responsibilities including but not limited to mentoring, coaching and developing colleagues; works with OCT in planning, assigning and directing work; performance management; service budget. May oversee subcontractor selection process and performance.
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Responsible for instilling a safety-conscious culture within the team. Ensure all relevant and required safety training and safety certificates have been obtained (e.g. site-specific safety orientations/mobilization, CPR, First Aid, OSSA certifications, etc.) May coordinate with other colleagues and/or leaders in order to achieve full safety compliance. Executes all work in accordance with Provincial, local regulations, general best practices.
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Ensure Technicians have proper tools and equipment and that they are maintained properly. This includes field/hand tools, as well as cell phones, vehicles, etc.’
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Acts as “our customer’s best service provider” at all times thereby ensuring Convergint is the customer’s first choice for service.
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Communicates with and works with the other team members consistently to improve overall operations of the Convergint Technology Center, and company.
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Keeps up to date and informed on all company policies.
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Presents a professional image of Convergint at all times in appearance and behaviour.
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Performs other duties and responsibilities as requested or required.
What You’ll Need
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Exceptional customer focus and ability to regularly work under pressure; consistent ability to maintain awareness of and seek to meet the needs and wants of the customer without being prompted.
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Strong technical knowledge and experience related to building automation systems, fire alarm systems, and/or electronic security systems; required to adapt and develop procedures, processes, tools to meet the more complex requirements of the job.
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Solid mechanical and electrical aptitude (e.g. works with a variety of hand and power tools such as drill, screwdriver, wire stripper, hacksaw, crimper) and ability to read blueprints and drawings; solid math skills.
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Demonstrates initiative – regularly engages in proactive behaviour and looks for opportunities.
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Strong analytical skills necessary to resolve problems and look for solutions.
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Strong financial analytical skills including cost control.
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Strong team leadership, team building and facilitation skills.
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Strong coaching, mentoring, and staff development skills. Actively seeks ways in which to act as a role model, guide, develop and mentor others within the organization.
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Exceptional verbal, written and interpersonal communication skills.
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Advanced organizational skills and the ability to handle multiple projects simultaneously.
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Advanced computer skills including familiarity with MS Office applications (Outlook, Word, Excel)
Requirements:
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Diploma in electronics, electrical or mechanical preferred.
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Relevant trade certification as asset.
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Minimum of five years of previous, relevant field experience required.
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Minimum of two years of supervisory or technical lead experience.
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Experience in one or more of the following industries preferred: electronic, security, fire alarm & life safety, and/or building automation.
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:
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Company Holidays and Paid Time Off
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Fun & Laughter Day Off
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Immediate comprehensive benefit plan (medical, dental, etc.)
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Employer contribution to RRSP;
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Work environment committed to safety;
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Colleague Assistance Program
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Tuition reimbursement
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Competitive salary and compensation plan
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Corporate Social Responsibility Day
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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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