SUMMARY

The Cambridge/Burlington Fire Alarm Service Manager is a motivated, knowledgeable and customer-minded individual who is committed to applying and contributing your experience and expertise to our Service’s Division. The Service Manager will be responsible to develop, coach, direct, and lead the Fire Alarm Team in Cambridge/Burlington to achieve greater profitability, growth, safety and customer satisfaction. The position will require an ability to work effectively with other departments such as sales, customer service, accounting, procurement, warehousing, IT and management to achieve overall company objectives. The Service Manager will contribute his/her efforts to “making life safety simple” to our customers and service team. The Cambridge/Burlington Service Manager is a proven leader who has a track record for handling pressure situations effectively and diplomatically. This job description is to be used as a guideline only, and may not incorporate all functions of the job.

JOB DESCRIPTION
The Cambridge/Burlington Service Manager is a full-time position who is responsible for all service and small quoted work executed through our Cambridge/Burlington branch. You will be responsible for the following tasks:

• Direct Management of Field and Shop Services Staff
• Provide leadership, guidance and coaching to service staff through goal setting and regular performance reviews and ongoing dialogue
• Provide routine maintenance and inspections services of Fire & Life Safety equipment both in the field and at our service shops
• Analyze and provide suggestions on salary decisions for all technicians
• Provide feedback on staffing issues and recommend when to make adjustments to staffing levels or staffing changes
• Approving vacation requests for technicians
• Maintain a team environment where staff feel supported and proud to represent the company
• Train technicians how to perform their jobs properly and facilitate opportunities for learning new skills and techniques
• Ensure all direct staff receives appropriate training on job duties, corporate policies and applicable procedures
• Ensure staff and department have required resources to effectively perform their job/duties

Project Management Duties:

• Work with our Scheduling Coordinators, OOD Admin, as well as the Service Sales Team to project manage and execute quoted jobs safely and efficiently to maintain margins and within time allotment
• Assist our Scheduling Coordinators on advising the appropriate technician(s) that are best matched for the job’s so they can be scheduled accordingly
• Reviewing scope of work with technicians to ensure they understand the job
• Start technician’s off on job’s and set clear expectations as needed
• Assist our Scheduling Coordinators on obtaining subcontractors to perform work for our customers as required/applicable
• Work with our OOD Administrators in making sure jobs are billed and closed out properly
• Assist Sales in pricing T&M service jobs, and assist with deficiency pricing as required
• Support scheduling and admin by interacting directly with customers to resolve issues

Customer Service:

• Work with our Regional Service Managers and our Director of Service Operations to develop and implement procedures pertinent to the effective and efficient operation within the department
• Monitor departmental performance against goals to ensure that progress is being made, and that corrective action is taken if necessary
• Work with our customers to ensure their requirements and expectations are being met and improved
• Maintain positive relationships with key customers and prospects
• Back up support for other Service Managers as needed

Physical Requirements:

• This position has administrative tasks and will require sitting in front of a computer screen for periods of time
• The candidate must be capable of performing all physical work performed by the field and shop Service Technician’s including exposure to outside elements, walking on uneven surfaces, climbing, lifting and standing for extended periods of time
• On occasion the position requires extended driving by vehicle

QUALIFICATIONS

• Minimum 5 years’ experience in either the technical/electrical/building automation/life safety services industry
• Current or past CFAA Certification (would be an asset)
• Proven track record of working in a high-paced, service-based environment
• Detailed oriented and able to prioritize work, meet tight deadlines and adapt to changing priorities
• Excellent organizational skills & good work ethic
• Self-motivated, results oriented and capable of moving easily between operating details and broader service objectives
• Knowledge of the Ontario Building Code, Ontario Fire Code and Ontario Electrical Codes
• Good interpersonal skills with staff and customers
• Efficient with technology and software
• Working knowledge of Fire Protection Sprinkler Systems would be an asset

STANDARDS/OBJECTIVES

The Cambridge/Burlington Fire Alarm Service Manager embraces the core values of Classic Fire & Life Safety and will maintain a high degree of personal integrity and confidentiality in the exercise of your work.