Operations Manager - Tech Services (Sap / Repair And Configuration)

The Operations Manager of Tech Services will play a crucial role in contributing to the organization's future success. Reporting to the National Director Tech Services, this position is responsible for overseeing the delivery of repair and configuration services within the designated facility. The Operations Manager is accountable for achieving corporate customer satisfaction goals (SLAs) and annual revenue and profit targets. They will provide daily supervision and guidance to the repair and configuration team, which includes Leads, Repair and Configuration Bench Techs, L3's, and GLs.

Location: Mississauga, On (4-5 days per week on-site)

Salary: $80,000 - 92,000 per year

Key Responsibilities:

• Identify opportunities to enhance service quality while reducing costs.
• Meet or exceed all contracted customer SLA metrics.
• Track, monitor, and address performance issues of technicians to maintain optimal performance.
• Continuously improve service levels through data control, report analysis, and event history evaluation.
• Foster strong business relationships with customers, Canadian and US business partners, other departments, vendors, and manufacturers.
• Establish measurable goals and objectives for the service team, conducting performance reviews regularly.
• Collaborate with the sales team to resolve escalations and address customer satisfaction concerns.
• Ensure service delivery by fulfilling all work orders in accordance with customer SLAs.
• Safeguard and contribute to revenue growth in existing and future accounts.
• Manage SLS reporting and oversee the program's overall management.
• Provide daily supervision, guidance, and career development opportunities for the delivery team.
• Take charge of the customer satisfaction process and document the results.
• Aid Senior Management in operational planning, employee program development (e.g., awards, incentives, sales plans), and resource planning.
• Measure and manage key performance indicators (KPIs).
• Assist in the transition of client business from sales to delivery, adhering to SLAs and SOW agreements.

Qualifications:

• Subject matter expertise in the functional area.
• Ability to direct and coordinate operations successfully.
• Flexibility regarding working hours and scheduling.
• 5+ years of experience in technical services and repairs.
• Ability to align team members by clearly articulating direction and expectations.
• Combination of post-secondary education and relevant experience, or equivalent.
• Proficiency in SAP and warehouse management systems.
• Demonstrated leadership abilities in managing large teams.
• Effective resource analysis, planning, and management skills.
• Proven track record in fostering positive employee relations and creating a collaborative team environment.
• Strong background in service quality management with notable achievements.