Area Service Supervisor, Western Canada CPDI

What you’ll do:

The Area Service Supervisor – Western Region is responsible for directing and coordinating CPDI (Critical Power Distribution Infrastructure) Service regional operations to achieve safety, customer service, sales, profitability, productivity and growth objectives. The role manages territory workload and resource capacity, including overtime, using Salesforce Field Service Lightning and other operational data to meet customer commitments while continually improving quality and service levels.

As the window to the local market, the Area Service Supervisor’s charge is to increase the net present value of Eaton’s relationship with assigned territory customers by driving near-term revenue and positioning Eaton for larger wins in the future. The Area Service Supervisor is responsible for leading & developing their direct reports, field service electronics technicians, to drive top performance and world class customer support.

At Eaton, our service team delivers solutions to some of our customers’ most challenging energy management requirements. We are looking for people who bring the passion for leadership and can drive innovation and engineering excellence. Let’s talk about your future with Eaton!

Eaton is a leading supplier of mission critical power distribution, static switching, and power monitoring equipment that ensure reliability in the most demanding applications for data centers, industrial and commercial customers.

ESSENTIAL FUNCTIONS:

Responsibilities related to People collaboration;

• Effectively manages a diverse and dispersed field-based workforce throughout the assigned region. Establishes clear expectations, provides ongoing coaching and feedback, and manages individual and team performance, including documented performance improvement and corrective action when expectations are not met. Demonstrates good corporate citizenship.
• Act as sales and marketing agent in conjunction with sales and operations management to ensure top line sales and bottom-line profit objectives are met. Provide strategic direction to identify and develop prospective new customers.
• Fosters an environment that promotes Eaton’s goals, philosophies, and encourages continuous improvement through participation and teamwork

Responsibilities related to Process, Continuous Improvement, and/or Development;

• Embraces and assists in the deployment of all corporate initiatives such as Lean (ie. 5S), MESH, EBS
• Work with the team to meet continuous improvement targets ie. Productivity, Quality, Safety
• Develop and deploy product/process improvement initiatives and sharing of best practices throughout and across the regions.
• Uses operational dashboards and analytics to identify workload trends, capacity constraints, productivity gaps, overtime drivers and improvement opportunities; familiarity with Power BI, Excel or similar analytics tools is an asset.
• Uses Salesforce Field Service Lightning to manage and prioritize team workload, service appointments, technician capacity, backlog and territory coverage, and reinforces timely and accurate system use by team members.

Responsibilities related to Operations and/or Development;

• Assure the safety of employees who work in low, medium, and high voltage work environments, including the development & deployment of safety programs, maintaining compliance with safety policies, and facilitating the availability of safety equipment resources.
• Develops forward-looking profit plans and accurate monthly forecasts to achieve regional revenue and profitability commitments. Responsible for budgeting and procurement of capital equipment, efficient execution of sales quotes, cost control, subcontractor leverage, inventory management, receivables, backlog conversion and project execution across the region.
• Serves as the regional leadership escalation point for complex field, scheduling, safety and customer issues. Leads cross-functional response plans and travels to customer sites when leadership presence is required to support resolution and restore customer confidence.
• Owns regional profitability and reviews financial and operational results regularly, taking timely recovery action where revenue, margin, cost, backlog or productivity performance is below plan.
• Monitors and manages overtime, utilization and productivity; identifies root causes of performance gaps and implements actions to improve labour effectiveness while maintaining safety, quality and customer service.
• Manages regional workload and resource allocation to balance scheduled service, emergency response, preventive maintenance, projects, training and customer commitments across the territory.
• Assure an effective and skilled staff through recruiting, assessment of talent (find gaps and follow action plans to fill gaps), training & development, goal setting, communications, performance appraisal, and conformance to applicable company policies and standards.  Provide leadership and direction to ensure professional growth for employees and retention within the region. 

Health, Safety & Operational Excellence

• Follow all health, safety, and environmental policies, procedures, and regulatory requirements.
• Use required personal protective equipment (PPE) and promptly report hazards, incidents, unsafe conditions, or defective equipment.
• Adhere to established work instructions, risk assessments, and safe work practices.
• Support quality standards by reporting product nonconformities and operational issues.
• Participate in continuous improvement initiatives and contribute to Eaton Lean System, EBS, and Operational Excellence objectives.

Qualifications:

Minimum basic Qualifications:
•    Bachelor’s degree or College Diploma or Red Seal Certification
•    Minimum of five (5) years electrical/electronic field service expertise
•    Minimum of two (2) years of people leadership experience or five (5) years of large technical project leadership experience
•    Possess and maintain a valid and unrestricted driver’s license
•    Legally authorized to work in Canada without company sponsorship

Preferred Qualifications:
•    Bachelor’s Degree from an accredited institution
•    Experience leading a remote team
•    Familiarity with data analytics and dashboard tools such as Power BI and advanced Excel.
•    Experience using Salesforce Field Service Lightning or a comparable field service management platform to manage workload, resource capacity and service execution.
•    Strong knowledge of uninterruptable power systems and control products, as well as field service practices and procedures and quality programs.
•    Demonstrated success in: a) driving zero incident safety culture; b); performance results; c) building high performance teams; d) leading cross-functionally; e) developing and retaining leaders; f) driving organizational change.

Skills:

•    Effective communication / interpersonal skills 
•    Demonstrated leadership qualities aligned with the Eaton Leader profile.
•    Strong financial and business acumen, including regional profitability, forecasting, cost control, backlog, overtime and productivity management.
•    Ability to interpret operational and financial data and translate findings into practical resource, workload and performance actions.
•    Demonstrated ability to manage employee performance, hold difficult conversations and establish clear accountability for results.
•    Strong collaborative skills; ability to successfully work in a matrix environment.