Service and Warranty Manager – Building Materials
Our client, an industry leader in high-end building materials, is looking for a Service and Warranty Manager to join their growing team in Calgary. This individual will lead and mentor the Service and Warranty team to proudly provide the highest level of customer service while maintaining strong relationships with our clients and community.
Responsibilities:
- Lead, guide, and mentor the Service and Warranty team ensuring alignment with corporate objectives.
- Structure the department for efficiency, implementing standard operating procedures.
- Establish, track, and evaluate team objectives, performance metrics, and KPIs.
- Offer an open platform for team members to share ideas and concerns.
- Handle talent management from recruitment, coaching, to professional development.
- Report to senior management with clarity on status, challenges, and solution strategies.
- Collaborate with Engineering and Production on product-related matters.
- Ensure timely customer care adhering to company SLAs, maintaining strong customer relations.
- Oversee external service partnerships, ensuring optimal benefits and profitability.
- Assess and improve service desk operations, aiming for enhanced productivity and client satisfaction.
- Act as the bridge between customers and the company, conveying customer feedback and implementing service improvements.
Requirements:
- Post Secondary education is an asset.
- Comprehensive experience in Service and Warranty strategy, planning and execution.
- Superb customer relationship management.
- Proven leadership skills with a record of directing a high-performing service team.
- Proficiency in analyzing data for process improvement, with an understanding of continuous improvement methodologies (e.g., root cause analysis, process mapping, and data analysis).
- Exceptional communication abilities, problem-solving aptitude, and a customer-centric mindset.
- A robust understanding of safety and compliance standards in the industry.
Remuneration:
Remuneration for this role consists of a strong base salary, an annual bonus, a great benefit program, RSP’s, tremendous growth opportunity!
For a confidential discussion about this opportunity, please reach out to Jennifer Maier at jmaier@summitsearchgroup.com.
Summit Search Group has a strong commitment to Diversity, Equality and Inclusion. We strive for continuous development, modeling, inclusive behaviors and proactively managing bias throughout our process.
