Service Manager

The Service Manager is responsible for the day-to-day management of Arel Limited's service operations across the Electrical / Generators, AC / BMS, Elevator, medical equipment service lines. The role ensures service requests are logged, scheduled, and resolved efficiently; that service billing is accurate and timely; that technician utilization is tracked, reported, and optimized; and that customer relationships are proactively managed to drive satisfaction, retention, and renewal of service contracts.

JOB DUTIES & RESPONSIBILITIES

Service Operations Management

• Oversee service delivery for Electrical / Generators, AC / BMS, Elevator, medical equipment, and related technical service requests
• Ensure service requests progress from initial receipt through completion
• Ensure completed jobs receive customer acceptance prior to closure
• Manage daily service operations to ensure requests are efficiently coordinated, prioritized, scheduled, and completed within agreed SLAs
• Review and prioritize incoming service requests based on urgency, customer impact, contractual commitments, required expertise, and resource availability
• Monitor service jobs in progress to ensure adherence to agreed timelines and customer expectations
• Maintain oversight of Planned Preventative Maintenance (PPM) schedules
• Ensure contracted PPM activities are completed within agreed timelines
• Ensure emergency and breakdown requests are acknowledged within established response times
• Track emergency and breakdown requests through to resolution
• Ensure emergency and breakdown requests are resolved within established response times
• activities are accurately recorded in the company's service management system

Service Team Leadership and Administration:

• Provide leadership and direction to the service team
• Establish service department priorities, work standards, and performance expectations to support effective service delivery
• Monitor the workload and performance of direct reports
• Provide coaching and guidance to direct reports as required
• Conduct regular team meetings to communicate operational priorities, service performance, customer expectations, and process improvements
• Support recruitment, onboarding, and training activities for Service Department employees
• Identify development needs and coordinate training initiatives to improve service administration, customer support, and operational effectiveness
• Manage attendance matters for direct reports in accordance with company policy

Customer Service Management:

• Serve as the primary escalation point for customer service inquiries and complaints
• Ensure service requests received via phone, email, or portal are logged accurately and assigned within established timelines
• Maintain regular communication with customers regarding service progress, delays, and outstanding issues
• Conduct customer follow-ups after service completion to confirm satisfaction and identify improvement opportunities

Service Scheduling and Resource Coordination:

• Manage service scheduling to ensure customer requests are coordinated effectively and completed within agreed timelines
• Coordinate with Technical Supervisors/Team Leads to ensure appropriate technical resources are available for scheduled assignments
• Monitor service workload and recommend scheduling adjustments to improve efficiency and customer responsiveness

Service Billing and Financial Management:

• Review completed service jobs to ensure labour, parts, travel, and additional charges are accurately captured before invoicing
• Ensure service documentation is complete, accurate, and submitted within required timelines to support billing
• Coordinate with Finance/Accounts Receivable to ensure timely invoice issuance
• Investigate customer billing queries, disputes, and discrepancies

Service Reporting and Performance Management:

• Prepare and submit regular service performance reports to senior management
• Monitor and report on key service performance indicators (see Key Performance Indicators below)

Customer Engagement and Business Development Support:

• Support customer retention through proactive communication and effective service delivery
• Engage with customers approaching contract renewal to support retention discussions
• Identify opportunities for additional service requirements, preventative maintenance agreements, and service enhancements
• Collaborate with Sales and Business Development teams on customer opportunities, service proposals, and technical solutions
• Participate in customer presentations, service reviews, and business development activities as required

Health, Safety, Quality and Compliance:

• Ensure service operations comply with company policies, procedures, health and safety requirements, and customer site requirements
• Ensure compliance with the Occupational Safety and Health (OSH) Act
• Promote compliance with service documentation, reporting, and quality standards
• Support investigations into service failures, customer complaints, incidents, and quality concerns
• Ensure corrective and preventive actions are identified, implemented, and monitored
• Promote a culture of safety, accountability, customer focus, and continuous improvement

QUALIFICATIONS (EDUCATION, EXPERIENCE & CERTIFICATIONS)

• Bachelor's Degree in Engineering, Business Administration, or a related field
• Minimum five (5) to seven (7) years' experience in a service management, field service, or technical service coordination role, including at least two (2) years in a supervisory or managerial capacity.
• Working knowledge of service management/CRM and billing systems.

KNOWLEDGE, SKILLS & ABILITIES:

• Strong customer service orientation and conflict resolution skills.
• Sound understanding of service scheduling, dispatch, and SLA management.
• Proficiency with service management/CRM and billing systems.
• Strong analytical skills, including the ability to interpret utilization and productivity data.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking skills, with the ability to manage multiple concurrent service jobs.
• Sound financial acumen relating to service billing and receivables.
• Strong leadership and team management skills.