Service Manager
Argus Control Systems Ltd.
Surrey, Canadá
5d ago

Job Posting

Argus is an automated control systems pioneer with over thirty years of leadership and innovation in control technology.

We were among the first to use computers for integrating the control of greenhouse environments and irrigation systems.

Argus is an entrepreneurial organization built on the expertise of our people. We are committed to attracting and retaining the best employees to ensure we meet the ever-evolving needs of our clients.

Our employees enjoy competitive salaries, benefits and reward programs, within a dynamic work environment. Argus recognizes that our continued success is dependent upon the capabilities and self-motivation of our people, and therefore encourages and supports employee continual growth and development.

WHAT MAKES WORKING AT ARGUS AWESOME :

  • Great culture and awesome people
  • Casual and fun office environment
  • Competitive compensation
  • Benefits & Pension Plan
  • Employee Assistance Program (EAP)
  • Educational assistance
  • Date : 2020-01-28 Position Title : Service Manager Department : Application Services Team (AST) Job Summary :

    The Service Manager leads the team of client care specialists chartered with delivering legendary service and exceptional support to cultivators and owners of Argus Control Systems.

    The Service Manager oversees the service ticket and support processes and provides the education, tools and administrative support required to ensure the Service team performs as efficiently and effectively as possible.

    The Service Manager champions initiatives to improve client satisfaction with service offerings, owns metrics related to the team’s performance and schedules and manages both in-house and in-field service team resources.

    Reports to : Vice President & General Manager Duties :

  • Provide educational opportunities on an ongoing basis for internal processes, business applications as well as Argus specific applications.
  • Informal discussions, seminars and knowledge sharingOutside resources to be used as needed.On-site training to both internal and external customers as needed.

  • Provide the necessary tools to the Service Team as needed to perform their duties which includes but is not limited to : Maintaining checklists, work instructions, procedures as per ISO workflowProviding business applications such as CRM, Wiki, Ticket Systems and other service-related applications and support.
  • Provide resources and budgeting to ensure the Service Team is able to perform their mandate to the best they can. This includes recruitment, hiring and dismissal of employees.

    Budget to include tools, education and other business expenses needed to operate on an on-going basis.

  • Provide administrative support to the Service Team by providing the following : Foster a collaborative, positive, work environment and ensure performance and training objectives are being met.
  • Provide human resource support to the department in the form of performance reviews, resolving interpersonal issues and conflicts and grievances.

    Share company objectives, vision and goals and how it affects the Service TeamManagement of on-call service and compensation to ensure customers’ needs are being met and the Service Team is being compensated fairly.

    Provide support for service escalations from Service Team members.Management of ticket system and project scheduling as delegated by PDTRepresent Service Team during management meetings as needed.

    Maintain records on service calls, ticket resolution, timesheets, employee performance, project stats and other KPI related to the Service Team.

    Manage the in-field support team schedule and workload.

  • Comply with policies and procedures as specified in the Argus Employee Policy Manual and Quality Management System. Maintain all departmental policies, procedures and work instructions.
  • Respond to all items found during an internal or external ISO audit as per the QMS management procedures.

    Authority :

  • Responsible for department budgets, employee performance and training, as well as departmental processes and procedures.
  • Create, maintain and revise department processes, and procedures as required to meet or exceed standards.
  • Hiring, firing and disciplinary actions are to be made in conjunction with general manager and / or human resources department as needed.
  • Other duties as designated by the General Manager. .
  • Access to any files, records, confidential information as needed to perform the duties outlined.
  • Working Conditions :

  • Regular office working conditions
  • This is a full-time position based on a 40 hour work week, Monday to Friday, unless otherwise specified
  • Occasional travel required as per departmental goals and objectives.
  • High paced, multi-tasking environment.
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