Service Manager - Quebec City

We are a solutions-driven, customer-focused provider of material handling, storage and automated systems solutions and we take pride in knowing that your actions boost our customers’ productivity. We are looking for customer-focused, self-starting individuals to join our team and make a difference. If that sounds like you, join the Johnston Equipment team today!

Position Summary: The service manager will lead, support and develop a large team of highly skilled technicians that work in the field to achieve employee, department and customer goals and objectives. Equally important they will strive to build meaningful relationships with their customers to add value and insight to their current and future service needs. The Service Manager pivots to bring all internal and external entities together to deliver an effortless customer experience.  Each day is different with a diverse workforce and diverse customer base with competing demands and a variety of challenges and opportunities to work through. You monitor metrics, coach employees and work towards positive outcomes. You collaborate with other regional managers to improve regional processes.

How You’ll Make an Impact

• Daily administration of zone activities which includes, implementation of action plans to achieve annual key results and monitor progress toward achievement of goals.
• Advocate and follow standard in health and safety.
• Advocate and follow standard in to onboarding and engagement with new hires and transferring employees.
• Build meaningful and strategic relationships by regular communication with internal departments that effect direct reports and customers.
• Develop direct reports to be high performing, to attain key performance goals through effective and efficient workforce and job analysis planning (safety, training, communication, job tasks and job performance, job satisfaction, career discussions, corrective action, behavior and discipline)

What You’ll Bring to the Table

• Work with technicians to achieve monthly/annual objectives
• Ensure compliance with all H&S road service policies, train and develop technicians and participate in health & safety initiatives
• Ensure technicians are well equipped with proper equipment prior to service calls through the maintenance of service vans & tools
• Monitor attendance of staff and accounting of hours/posting of work orders
• Contact or meet with customers to review new business, scheduling, quality concerns, collection issues and technical issues
• Complete site visits to customer locations to ensure quality workmanship/H&S standard
• Analyze customer satisfaction levels and aim to build rapport with customers through resolution of service issues
• Resolve employee and customer concerns/disputes
• Conduct annual performance evaluations one to one with subordinates
• Maintain employee training records
• Create and track various operational reports for the zone
• Monitor performance and KPIs
• Assist in preparation of business plans and annual budgets for service operations
• Analyze upcoming annual marketplace data and establish technical staffing requirements, inventory of service vans etc.
• Attend and participate in various strategy, team, management, and health & safety meetings.
• Forecast replacement or growth projections of technician headcount and set budgets based on financial data, market and business analysis

Why You’ll love it here

• We offer a competitive salary, incentive program and an excellent benefits package
• We trust and support you - take ownership of your work and push your ideas from inception to execution
• We want to see you grow - we support your career progression and provide learning and development opportunities

While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.

G.N. Johnston Equipment is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.

About Johnston Equipment:

Johnston Equipment provides material handling equipment to move product in, out and throughout warehouses; service solutions and tools to better manage warehouse productivity; racking, storage and automated system solutions to optimize the storage and movement of goods; and programs to protect material handling assets and the people who utilize them. We are continually striving to create better and more advanced solutions as well as provide the highest quality service.

We are growing and need talented professionals to drive our vision to create an effortless experience for our customers by delivering our products and services in an efficient and safe manner. Join us…. Make a difference!