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.

Employment type
Full-Time

Work arrangement
No