Digital Service Leader

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We boldly go.

Where is the work:

What’s in it for you: In this role, you will lead the Canada Region and be responsible for execution strategy and the achievement of business results. This position is responsible for the strategic outlook of the region and is expected to lead effective change management efforts while maintaining critical relationships with key customers. The Digital Service Leader leads a team of Tech Team Leads and Remote Service Specialists (RSS) to execute digital service offerings, support EHS initiatives, foster employee engagement and development, and achieve business targets. This role reports to the Regional Service Operations Leader.

What you will do:

• Drive critical growth enablers, such as service agreement base growth and repairs (pull-through), in partnership with Sales.
• Collaborate with ASLs and ASMs to align processes and increase effectiveness.
• Develop and maintain key customer relationships across the region.
• Build and execute robust customer connection processes.
• Own WIP responsibility with effective business forecasting.
• Manage budget control responsibilities, including expense containment for fleet, uniforms, tools, T&E, safety equipment, etc.
• Mitigate risk related to service agreements and service repair work.
• Drive continuous improvement through ongoing process reviews and training, where appropriate. Ensure standard service work processes are created and followed.
• Proactively assess and plan workforce needs in partnership with Sales to understand market demands. Leverage productivity tools to evaluate team performance.
• Effectively attract, coach, counsel, train, and develop all Digital Service team members. Ensure skill competency in customer service, processes, and technical capabilities to the highest degree possible.
• Ensure environmental, health, and safety compliance within the team.
• Connect and engage with field teams as required.
• Oversee training to ensure a safe and productive work environment both in the shop and at customer sites.
• Leverage productivity tools to support team evaluation, associate leadership, and development.

What you will bring:

• Excellent leadership and people management capabilities.
• Exceptional interpersonal and communication skills.
• Strong written communication abilities with keen attention to detail.
• Ability to communicate effectively with customers in issue resolution and escalation situations, both verbally and in writing.
• Highly skilled at influencing with and without direct authority.
• Ability to collaborate and communicate effectively with both Sales staff and team members.
• Minimum of five (5) years of experience managing and coaching large teams and organizing work schedules, and three (3) years of experience in HVAC or a related field involving technical systems, equipment, or skilled trades.
• Project management skills to oversee and drive successful execution of startups and customer requests.
• Strong business acumen and analytical skills, with demonstrated knowledge of P&L and annual operating plans.
• Proficiency in Microsoft applications; Salesforce experience is considered an asset.
• A valid driver’s license held for a minimum of 12 months, with no major or frequent traffic violations.
• Practical experience, relevant skills, and alignment with our leadership principles.

Language Requirements:

• English fluency (oral and written) is required.
• Full professional working proficiency in French (oral and written) is an asset.
• Regular overnight and local travel is required monthly within the country, with occasional overnight travel outside Canada.

Annual Base Salary Range or Hourly Base Pay Range:

Compensation Type:

Incentive Eligible:

Sales Commission Eligible:

Disclaimer: We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience,  travel requirements, and union designation.   Our compensation range is generally based on the national average for the country.  Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

This posting is for an existing vacancy. The position is imminently available, and qualified candidates will be considered for immediate placement.

We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.