Service Manager

As the largest integrated material handling solutions provider in Canada, Johnston is the only company with the expertise and resources to help you achieve all of your operational goals.

RESPONSIBILITIES: - Assists in preparation of annual business plans and annual budget for Service Operations. - Sets clear goals and objectives, and ensures that road service personnel have a clear understanding of expectations. - Performs regular, documented review of technician activities. To include quality audits, site visits and van inspections. - Implements action plans to achieve annual key results, and constantly monitors progress toward achievement of goals. - Manages day to day operations of Service personnel including attendance and Overtime work. - Addresses and resolves customer service issues as quickly as possible. - Recruits and selects road service personnel. Oversees the job training, monitors performance, conducts annual performance appraisals, and takes corrective action, including dismissal when required. - Performance appraisals to be in writing and must include action plans for improving the levels and skills of staff. - Conduct Monthly Safety and Service Meetings. - Adheres to and promote health and safety policies and procedures. - Oversee the technician’s service vehicle, van tool and uniform requirements - Recommend technical training requirements to exceed Raymond Dealer of Distinction requirements. - Ensure that technicians are educated on account maintenance and are cognizant of the following: *Customer service expectations *Proper billing procedures *C.F.P.M. account management *S.M. account management - Approve all warranty and internal billings. - Authorize the purchase of required shop/road tools and equipment and other service supplies. - Ensure all road service employees conduct themselves in a professional and ethical manner at all times.

JOB QUALIFICATIONS: - Minimum completion of secondary school - Minimum of 5 years of experience within the service industry - College or university education would be an asset - Management, service, or business courses would be an asset - Computer literacy in the JDE system and MS Office would be an asset The candidate should be able to demonstrate a high level of business and entrepreneurial qualities, which will supplement their already high level of empathy and interpersonal skills. The ability to fit into, and work with the Johnston Equipment team is essential.