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Lowe’s Canada: Area Manager, Field Services

Lowe's Canada

This is a Full-time position in Montreal, QC posted January 6, 2021.

Reporting to the Director, Field Services, the Field Service Manager is responsible to aggressively drive Profitable Sales growth within the Service Programs with the goal of improving service, reducing customer complaints and associated costs.The role will focus on the Customer Experience, Service Provider metrics (KPI’s), and will also spend time with stores, working with key roles and teams to drive programs through positive engagement, relationship building, training and building the business.Duties & Responsibilities:This position is responsible for Market/Store Service Programs results and will also present results and conclusions to senior store management as well as make recommendations using good business and financial judgment.Customer Focus Approximately 20% of timeConduct QA visits to determine that work is being done according to Lowe’s standards.

Ensure that customer service standards are respectedVisit worksites to resolve escalated customer service issues.Work with CSC/ RSC partners to build process that improves customer satisfactionKey business partner: Customer call center, store management, vendor partnersKPI’s: Customer service scores, issue resolution time, customer payouts (Lowe’s Banner)Store Focus Approximately 40% of timeWork with market ,district and store teams to establish priorities for the Home Services business.

Together, build solid business plans.

Provide monthly financial reports to market teams.Participate in weekly, quarterly meetings conference calls etcConduct quarterly business reviews with all Big Box stores (Bi-annually with prox stores)Coach and train store leaders on Home Services procedures and best practicesWith store, organize and execute eventsNew store openingsCompetitor research.Key business partner: Store Manager, Market Director, Director OperationsKPI’s: Sales, Lead and Detail plan, pipeline, Order management action items, customer payoutsService Provider Focus Approximately 40% of timeIn partnership with CSC, Source, train, manage regional service providers as neededConduct business reviews and performance management meetings: drive performance in KPI’s such as close rate, cycle time and customer service scores (where sp’s are shared between banners, work together with other FSM’s) Min twice per year for Box and TBD for prox.Ensure that service providers are present and building relationships with their stores.

Conduct SP meetings in store wherever possible.Service provider recognitionKey Business partner: Services program manager, CSC on-boarding teamKPI’s: Sales, Close rate, cycle time, customer service scores, program participation, SP retentionJob RequirementsA Business degree from a College or University is preferred.3 5 years management experience home improvement retail dealing with installation servicesCandidates must have the ability to effectively present information to large groups, have experience in interacting with multiple levels of management both verbally and in writing and demonstrate excellent organizational skills.The position requires superior analytical and project planning capabilities, and a strong execution expertise.

Excellent time management/organizational skills.Strong interpersonal/communication skills with the ability to work effectively at all levels of the organization are essential.Considerable experience and comfort with IT applications is required.Ability to influence and create alignment across multiple functional areas with sometimes conflicting needs.Work independently with limited direction and have flexibility to react quickly in a dynamic business environment.Structured, disciplined and process-oriented and have a strong bias to action.You must enjoy driving the resolution of problems and must relish an environment of constantly taking on new challengesAbility to handle multiple tasks simultaneously.Must have a high drive for results, passion for customer service, and demonstrate a high level of integrity and ethics.Required travel ability to travel using personal vehicle to stores and current / potential customers in the area.Our business is open evenings and weekends, as such there may be a need to support customers and stores outside normal business hours.