Test Manager ensuring solutions are tested right first time at IAG Cargo. Collaborating with delivery teams to enhance testing maturity and automate processes.
About the role
- Service Department Manager overseeing daily operations of the service department for technical services. Ensuring efficient customer support and managing complex system issues at Facility Solutions Group.
Responsibilities
- Lead and manage the Service department operations, including customer support intake, alarm monitoring and triage, technical service delivery, commissioning support, and administrative coordination.
- Oversee the Customer Support Center, ensuring inbound calls, service requests, and Niagara alarm events are properly logged, prioritized, dispatched, and escalated according to defined procedures and service levels.
- Manage technical service functions responsible for handling complex system issues, customer escalations, and advanced troubleshooting in support of Smart Buildings platforms.
- Develop, maintain, and enforce standard operating procedures for service workflows, alarm response, escalation paths, quality assurance, and documentation practices.
- Ensure accuracy, consistency, and integrity of customer data, system records, service history, and asset documentation across all service platforms.
- Establish and monitor performance KPIs related to service responsiveness, resolution quality, customer satisfaction, and operational efficiency.
- Coordinate service activities across internal teams, including projects, engineering, sales, and operations, to ensure seamless delivery and customer experience.
- Oversee scheduling, purchasing, inventory planning, systems administration, and resource allocation to support service delivery.
- Lead hiring, training, performance evaluations, and professional development for service and support personnel.
- Identify opportunities for process improvement, scalability, and cost optimization within service operations.
- Develop systems and tools that improve customer communication, internal visibility, and long-term service effectiveness.
Requirements
- 5+ years of experience managing operations in a technical, construction, or manufacturing environment.
- Strong leadership, organizational, and communication skills.
- Proficiency in Microsoft Office and project scheduling or ERP systems.
- Knowledge of supply chain, warehouse, or fabrication principles.
- Bachelor’s degree in Business, Operations Management, or related field (preferred).
- Familiarity with lean practices, Six Sigma, or process improvement tools (preferred).
Benefits
- Opportunities for career advancement within the project management track.
- A collaborative and innovative culture that encourages open communication.
- Ongoing training and professional development to enhance your skill set.
- Recognition of achievements and contributions to the team.
- A work environment focused on getting things done, serving customers, and delivering quality work.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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