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Service Manager / Service Supervisor

ADT Security Services Canada, Inc

This is a Full-time position in Montreal, QC posted July 16, 2019.

ADT is a leading provider of security and automation solutions in the United States and Canada for homes and businesses, people on-the-go and their network.

Making security more accessible than ever before, and backed by 24/7 customer support, ADT delivers same-day service and live answer within seconds in customer operations, helping customers feel more safe and empowered.

ADT is headquartered in Boca Raton, Florida and employs more than 18,000 people throughout North America.

More information is available at

POSITION SUMMARY: The tenure of this position will be responsible for the supervision, scheduling, and coordination of Service activities in the location.

This position will be responsible for constantly improving the level of service provided to ADT’s internal and external customer base by delivering to the goals set forth by the organization.

•Manage/Supervise field service operations in their assigned location
•Ensure organizational initiatives are executed in accordance with corporate goals and budgets.

•Answer specific customer requests and complaints, visit customer when necessary
•Champion Zero Harm.

Ensure that safety is kept at the forefront of all messaging and that business practice is aligned with a safety first philosophy.

Ensure that all safety goals are achieved and that all safety related initiative deadlines are met
•Oversee laws and standards respect related to future and existing installations (ULC standards, Inspections, Fire, etc.

•Champion the development of people.

Develop and maintain an effective service workforce through a variety of recruiting, hiring, training, motivating and coaching techniques.

•Research and share “Best Practices” with the Service team.

•Utilize Performance Metrics continually to ensure “what gets measured, gets done.”
•Champion the Performance Management Culture.

Mentor and motivate direct reports to improve effectiveness and to address performance gaps.

Conduct performance reviews/assessments, as required.

•Establish and maintain programs consisting of a high level of quality and timely service to customers for maximum retention.

Achieve ADT metrics.

Regularly monitor results and address issues and concerns that impede positive results.

•Communicate new policies, or Installation techniques, and other modifications to respective teams.

•Promotes a collaborative and positive work environment between sales, admin, installations, and customer service center locations.

•Ensure all financial and operational targets (Scorecards) are met.

•Ensure timely delivery of quality Service work to customer base.

•Recruit, interview and select new Service technicians, as required.

•Approve technician timesheets, expense reports and other related documents.

•Maintain technical knowledge of current standards and new developments.

•Keep associates informed of any Company and Industry changes.

•Plan equipment, tools and clothing needs for in-house technicians
•Generate revenues through security systems upgrades and add on RMR services
•Develop work force size to efficiently accommodate subscriber-related workloads.

•Adhere to and drive ADT core values
•Other duties, as assigned REQUIREMENTS/EXPERIENCE:
•High School graduate with 5 – 7 years of experience: Community College with 3 years experience: or equivalent through work experience, special courses and self development.

•ADT or associated service company experience an asset.

•Two years in Supervisory/Management and Instructional role, customer service experience, work scheduling.

•Proven conflict resolution skills and people development.

•Possess a valid driver’s licence SPECIFIC REQUIREMENTS:
•Competency with computers and core MS Office user applications (spreadsheet, document and presentation) knowledge of data base management, excel, Microsoft office.

•Proven conflict resolution skills and people development.

•Motivating others
•Drive for results
•Customer focus
•Managerial courage
•Conflict management
•Command skills
•Timely decision making
•Priority setting Apply online today ADT Security Services Canada, Inc.

provides equal access to employment opportunities for all applicants and employees in accordance with applicable federal and provincial laws, without regard to race, ancestry, place of origin, color, ethnic origin, citizenship, creed, sex, sexual orientation, age, marital status, family status or disability or any other characteristic protected by provincial or federal law.

ADT Security Services Canada, Inc.

is committed to treating all people in a way that allows them to maintain their dignity and independence.

We believe in integration and equal opportunity.

Accommodations are available upon request for all applicants with a disability throughout the recruitment process.

Please contact Human Resources at [Click Here to Email Your Resumé] if you require accommodation.

We will work with all applicants to accommodate their individual accessibility needs.