If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today!

Job Summary:

Ainsworth Inc. is seeking a driven and highly motivated Support Services Manager to join our Central Ontario Mechanical Service Team. This position provides a high level of customer service support to meet internal and external customer requirements. They will oversee and lead a group regional dispatchers that schedule, dispatch and coordinate technical field staff. The ideal candidate will have a strong operational background with extensive dispatch experience in delivering services in the Mechanical Services industry.

Key Responsibilities:

• Interface with customers and other departments as necessary to ensure successful completion of service requests.
• Prompt resolutions of service delivery issues identified throughout the service delivery process.
• Prioritize work ensuring that deadlines are met by the team and the highest standards achieved.
• Support team members in ensuring daily targets are met and the successful delivery of our service, KPI management and adherence with reporting requirements.
• Resolve dispatching errors in a timely and efficient manner causing minimal service delivery disruption.
• Provide flexible support to ensure adequate cover at peak operating times to meet deadlines.
• Work closely with Operations Team to understand and direct performance to goals in all supported projects.
• Resolve service delivery customer inquiries and complaints.
• Ensure service-related procedures and protocols are accurate and up to date when communicating to the team.
• Manage all coordination personnel through the performance management process, including timely performance appraisals, regular feedback on goals performance, coaching, and personnel/process actions.
• Develop operational goals, objectives, and related metrics to ensure alignment with regional strategy and targets.
• Direct administrative duties including the generation and maintenance of dispatch and technician schedules and compliance tracking of mandated work.
• Promote and lead all job functions in a safe and helpful manner, abiding by and in accordance with all applicable Health, Safety and Environmental company policies and government legislation/regulations.
• Oversee, direct, and support weekly WIP for the Central Ontario Region to ensure objectives and targets are met.
• Perform other duties as assigned by management.

Qualifications:

• Works with minimal supervision and confidently demonstrate authority in management decisions.
• Creative thinker with structured problem-solving skills.
• Manages data and emotional intelligence.
• Demonstrates urgency to anticipate and respond to issues.
• 3+ years' experience in supervision of high performing service delivery group with at least some technical support requirements.
• 5+ years relevant experience in dispatch and service delivery of technical services.
• Proficiently demonstrates leadership skills and accountability.
• Undergraduate degree in Business Administration or equivalent experience.
• Proficient in Microsoft Office suite applications and knowledge of service management systems.
• Demonstrates ability to manage a virtual workforce and communicate via non-traditional means.
• Demonstrated ability to meet deadlines and prioritize workload.
• Proven systematic and organized approach to multi-tasking abilities.
• Drive a culture of best in class service.
• Establish and manage an ongoing governance structure for daily dispatch.
• Partner with all levels in the organization to drive service delivery on due date.
• Communicate with key stakeholders to secure continuous organizational commitment and alignment.
• Evaluate and analyze dispatch processes to identify areas for improvements.

Why work at Ainsworth (a GDI company)?

Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:

Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacationRewards: Service milestones and peer recognition plus Employee Discounts and IncentivesDiversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within companyWhile we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.Ainsworth (a GDI company) 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.Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us…. Make a difference.

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