Service Manager

Paladin Technologies has emerged as the largest complex systems integrator in Canada. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support.

The experts that make up Paladin’s teams stay at the forefront of the changing technology landscape through continued training, complex client projects, and company support. As Paladin continues to grow, we continue to provide our employees with exciting challenges and a rewarding career.
We are currently looking for a Service Manager to oversee the day-to-day control of our Edmonton service team, taking care of all our clients in Northern Alberta.  In this role, you will lead a seasoned and qualified team to ensure we provide an excellent customer experience with reliable and effective on-site and remote services. The service manager will take ownership for maintaining great client relationships to grow our business.

Responsibilities:

• Responsible for delivery of service and preventive maintenance to our clients across Northern Alberta and across the country as required with accurate and timely billing.
• Plan, organize, direct, and control staffing levels and utilization to ensure that service and maintenance activities are delivered on time, on budget and to our quality standard.
• Control costs and maximize productivity through the implementation of best practices and standardized processes.
• Ensure effective internal communications within the service coordination team as well as with operations and other organizational departments and divisions.
• Interview, hire, and oversee training and development for staff.
• Conduct effective and timely performance reviews for all direct reports to grow their careers in alignment with company policy and strategic direction.
• Collaborate internally with our technology and operations divisions with a growth mindset to to increase our customer base and identify new and innovative revenue streams.
• Successfully manage field technicians to optimize ticket and service resolution for clientele.
• Successfully manage the service coordinators to provide best-in-class service.
• Work with our sales team to establish service and maintenance agreements for our key clients.
• Deliver on all aspects of our service level agreements including field service technical support, preventative maintenance, emergency response and reporting.
• Develop effective and meaningful reporting metrics from our service ticketing and financial accounting systems. 
• Ensure that all members of your team have their responsibilities and authorities clearly established.
• Manage P&L of the service department to maximize efficiency and profitability. 
• Foster a corporate culture that promotes safe practices and encourages individual integrity and accountability. 
• Ensure all Health, Safety and Environmental policies and practices are followed and meet client requirements.
• Perform other tasks as required.

• 5 - 8 years’ experience as a Service Manager overseeing complex technology projects
• IT, Telecommunications, or other related industry experience would be considered an asset.
• Post-secondary education would be considered an asset.
• Excellent written and verbal communication, as well as interpersonal skills
• Strong computer skills, with proficiency in Microsoft Office and project software
• Able to work independently, manage time effectively, and work with multiple deadlines

Company Info:

Paladin Technologies is a premier North American complex systems integrator for building technology solutions, including IP security, alarms & monitoring, audio visual, low-voltage infrastructure, and networking. As a leader in the design, deployment, optimization, management, and maintenance of communication and digital networks, Paladin can meet the needs of clients on a national scale, while providing local support. Our team is the best in the industry, with manufacturer trained technicians, PMP-certified project managers, CTS- and RCDD-certified design engineers, coordinators, and administrative resources.

Paladin has offices coast to coast across the United Stated and Canada, and nearly 1,600 talented and committed professionals dedicated to custom-crafting and installing technology solutions for clients requiring Integrated Security, Network Infrastructure, Audio Visual, Fiber Optics/OSP, Structured Cabling, and more. We are always at the forefront of the changing technology landscape, and through continued training, complex client projects, and company support, we provide our colleagues with exciting challenges and a rewarding career as Paladin continues to grow.

This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. If you need accommodation for any part of the application process, please send an email or call 858-668-1705 to speak with Human Resources and let us know the nature of your request.

We thank you for your application, however only those selected for an interview will be contacted.