GardaWorld : Toronto - Field Service Supervisor

80k-85k + up to 10% bonus

Position summary :

The primary responsibility of this role is to lead the Field Service team consisting of Technicians as well as Subcontractor resources. This role will deliver exceptional customer experience results in support of resolving customer concerns and system deficiencies. This role will also have responsibility to meet and exceed established Service KPIs. The leader in this role will provide insight/recommendations for continuous improvement and scalability department along with growth and development of the team

Duties & Responsibilities

• Lead a team of technicians to provide maintenance and service repair of stand-alone and monitored security systems across North America.
• In partnership with the Vendor Manager, develop subcontractor resources to supplement existing FTE resources, both for geographically challenging areas as well as to provide surge capacity within region.
• Collaborate with Service Dispatch, Remote Services, Sales, Installation, Customer service and other internal groups.
• Collaborate, partner, and support Regional Service Teams across North America with their surge capacity during high demand periods.
• Ensure adherence to contract specifications, SLOs/SLAs and customer requirements.
• Oversee on-call schedule for your Region in support of Customers who require evening, weekend, holiday field services.
• Oversee the service ticket backlog; driving teams and follow process and meet both Customer and Business expectations.
• Identify and mitigate risk through conflict and issue resolution with the service team and stakeholders.
• Partnering with National Accounts leadership to support Service needs (reporting, weekly update calls, QBRs, SLAs and other specific requests).
• Oversee customer site audits and scheduled preventative maintenance.
• Partner with Customer Success teams on high visibility/at risk customer escalations, providing pathway to resolving customer issues in a timely manner.
• Maintain and repair all equipment as needed guarantee that it is working as required.
• Ensure company vehicles are kept in good working condition and notify fleet management team of any deficiencies
• Ensure sufficient equipment is in the vehicle to complete assigned daily tasks as well as carry out any other maintenance or repair issues that arise while on site.
• Support finance and supply chain teams with inventory counts of equipment in warehouse and vehicle.
• Ownership of KPIs: to drive lower MTTR, lower service ticket backlog & aging, increased system uptime.
• Quality Assurance: lead a culture of first-time fix, identifying root cause identification and resolution to reduce recurring visits or issues.
• Lead/Participate in continuous improvement projects as assigned.
• Maintain records for fleet vehicles and ensure in date for all required inspections.
• Maintain technician records and compliance of required documentation (WHMIS, WAH, etc.)
• Perform other duties as assigned.

Qualifications:

• Bachelor’s Degree and equivalent of 5+ years’ experience managing and scheduling, coordinating technicians, preferably in the security industry is an asset
• Implementation/Troubleshooting experience with CCTV systems (analog and IP), access control, intrusion alarm, and intercom systems.
• Working knowledge of Case / Service Ticket Management systems.
• Possesses a strong working knowledge of business software such as Microsoft Office Suite, Salesforce.com, smartsheet and NetSuite.
• Network implementation/troubleshooting experience required.
• Experience leading both full-time field technicians as well as a network of subcontractor partners

Working Conditions

• Office & Warehouse environments
• Occasional travel to high-