Overview

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

Responsibilities

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 planningImprove 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 complianceEnhance 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 teamImprove 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

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 collaborativelyas 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