ABOUT US:Startec Refrigeration Service is focused on solving your field refrigeration and HVAC challenges and is one of the most trusted and respected names in commercial and industrial refrigeration, and HVAC system installation and maintenance. We service cold storage, meat packing, food processing, and recreational ice facilities throughout Western Canada.BEHAVIORAL ASSESSMENTAll applicants must complete the Traits and Behaviors Assessment below when submitting their application. Please proceed using the link: https://app.traits.com/survey/a56e7669-2ba6-4573-83cd-800831da5362POSITION OVERVIEW:Startec Refrigeration Service is currently recruiting a Service Manager to work at our Calgary, Alberta location (9423 Shepard Rd SE, Calgary, AB, T2C 4R6). The Service Manager will play a pivotal role in ensuring the seamless delivery of high-quality service to Startec's customers.
Reporting to the President, the Service Manager's role involves leading a team of Refrigeration Mechanics and Leads, Coordinators, and Administrators to coordinate operational activities, drive business growth, and ensure customer satisfaction to achieve financial targets. KEY PERFORMANCE INDICATORS (KPI):BUSINESS OPERATIONS & SYSTEMS (Weighting 40%)

• Day-to-Day Operations: Lead Refrigeration Mechanics and collaborate with the service coordinator. Manage financial performance and operational profitability; improve service quality and customer satisfaction. Allocate resources effectively and oversee vehicle fleet maintenance and recruitment.
• Invoicing and Billing Management: Ensure accurate and timely invoicing and billing. Resolve discrepancies and customer issues with sales, customer service, and finance. Implement process improvements.
• Reporting & Analysis: Submit service performance reports to senior management. Analyze data for trends and operational improvements. Provide financial/progress updates to the executive team.

CUSTOMER SERVICE & EXPERIENCE (Weighting 30%)

• Customer Relations: Engage in trade shows and seminars. Collaborate with Sales to secure contracts and build relationships. Assist customers, review feedback trends, and maintain service standards.
• Customer Escalations: Handle and document customer complaints, recommend compensation, and explore service expansion opportunities.

PEOPLE & CULTURE MANAGEMENT (Weighting 20%)

• Team Leadership: Align staffing with budget and maintain Startec culture. Promote a collaborative environment and optimize non-billable hours.
• Performance Management: Evaluate mechanics' performance, set improvement goals, and provide resources. Recognize achievements, address underperformance with PIPs, and support employee development and retention.

COMPLIANCE & INTERNAL CONTROLS (Weighting 10%)

• Compliance: Monitor internal controls, ensure regulatory and safety compliance, and manage adherence to policies. Mediate or escalate issues as needed.
• Technical Leadership: Stay informed on industry regulations and guide service teams to align with best practices.

QUALIFICATIONS:

• Technical bachelor's degree or indentureship related to the organization (e.g. Refrigeration Mechanic, Mechanical P. Eng or CET, etc.)
• Red Seal Journeyman Refrigeration Mechanic is required, or an equivalent such as a Millwright ticket
• Ammonia refrigeration experience will be considered as an asset
• A minimum of 3 - 5 years of sales experience is considered an asset
• Proven experience in a managerial role, preferably with regional or multi-site responsibilities
• Strong leadership and team management skills
• Excellent knowledge of business operations and processes
• Strong communication and interpersonal skills
• Financial acumen and budgeting skills
• Willingness to travel within the region as required

We offer competitive wages, training, flexible, dynamic, and exciting work environment.

We thank you for your application and interest in our organization. Only those candidates selected for an interview will be contacted.

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