Service Manager

Paladin Technologies has emerged as the largest complex systems integrator in Canada. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support.
The experts that makeup Paladin’s teams stay at the forefront of the changing technology landscape through continued training, complex client projects, and company support. As Paladin continues to grow, we continue to provide our employees with exciting challenges and a rewarding career.

We are currently looking for a Service Manager to oversee the day-to-day control of our Edmonton location. In this role, you will lead a seasoned and qualified team to ensure successful performance of the day-to-day operational processes and project-related needs. Under the direction of the Vice President, the Operations Manager will have ownership of the delivery of project scopes of work and P/L responsibilities.

Responsibilities:

• Responsible for delivery of service and maintenance to our clients across Northern Alberta and across the country as required.
• Plan, organize, direct, and control staffing levels and utilization to ensure that service and maintenance activities are delivered on time, on budget and to quality standard.
• Maintain technical service labour schedule to ensure optimal utilization of resources
• Control costs and maximize productivity through the implementation of best practices and standard processes
• Ensure effective internal communications both within the service coordination team, operations and other organizational departments and divisions.
• Interview, hire, and oversee training for staff.
• Build and maintain relationships with external clients.
• Conduct effective and timely performance reviews on all direct reports. Complete and document regular performance reviews that comply with Company goals and objectives.
• Work with our Cabling and AV divisions to grow their respective service business within these divisions.
• Work with our Alarms Division to grown and optimise their respective divisions.
• Successfully manage field technicians to optimize ticket and service resolution for clientele.
• Successfully manage the operation coordinators to provide best-in-class service.
• Work with sales team to establish service and maintenance agreements for our key clients.
• Deliver on all aspects of our service level agreements including field service technical support, preventative maintenance, emergency response and reporting.
• Develop reporting metrics from our service ticketing and financial accounting systems.
• Ensure that all members of your team have their responsibilities and authorities clearly established.
• Manage P&L of the service department to maximize efficiency and profitability.
• Foster a corporate culture that promotes safe practices and encourages individual integrity and accountability.
• Ensure all Health, Safety and Environmental policies and practices are followed and meet clientrequirements.
• Perform other tasks as required

Qualifications:

• 5 - 8 years’ experience as an Operations Manager overseeing complex technology projects
• IT, Telecommunications, or other related industry experience would be considered an asset.
• Post-secondary education would be considered an asset
• Excellent written and verbal communication, as well as interpersonal skills
• Strong computer skills, with proficiency in Microsoft Office and project software
• Able to work independently, manage time effectively, and work with multiple deadlines