ABOUT US:
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Startec Refrigeration Service is focused on solving your field refrigeration and HVAC challenges and is one of the most trusted and respected names in commercial, and industrial refrigeration, and HVAC system installation and maintenance. We service cold storage, meat packing, food processing, and recreational ice facilities throughout Western Canada.
BEHAVIORAL ASSESSMENT:
All applicants must complete the Traits and Behaviors Assessment below when submitting their application. Please proceed using the link: https://app.traits.com/survey/a56e7669-2ba6-4573-83cd-800831da5362
POSITION OVERVIEW:
Startec Refrigeration Service is currently recruiting for a Regional Manager (Northern Alberta) to work at our Edmonton, AB location (10029 56th Avenue NW Edmonton, AB T6E 5L7). The Regional Manager is responsible for overseeing and managing the operations and performance of a specific region. Reporting to the President, the Regional Manager’s role involves leading a team of Refrigeration Mechanics, Refrigeration Mechanic Leads, Coordinators, and Administrators to coordinate operational activities, drive business growth, and ensure customer satisfaction to achieve financial targets.
KEY PERFORMANCE INDICATORS (KPI):
BUSINESS OPERATIONS & SYSTEMS (Weighting 40%)
Day-to-Day Operations
- Exercises general operational authority in the absence of or under the direction of the President.
- Manages the day-to-day running of a specific area, region, or division under the Startec Refrigeration Services company.
- Responsible for the profitable operations of the specific area, region, or division by analyzing financial statements and other indicators of performance to assess standing and financial position.
- Engages in negotiations, with agreed limits, to generate lucrative contracts/agreements or build beneficial relationships with companies and individuals. The Regional Manager will obtain approval from the President to enter into an agreement that affects areas or other branches outside of their jurisdiction.
- Delivers administration support to Startec Service personnel in their designated jurisdiction.
- Works with the executive and management team to ensure efficient allocation of resources in his or her jurisdiction.
- Ensures facilities are managed, maintained, and controlled effectively.
- Ensures all internal operational changes are planned, communicated, and executed to agreed stakeholder expectations.
- Reviews implements and enforces processes and systems to improve efficiency and effectiveness.
- Approve warranty and other related requests.
Invoicing & Billing Management
- Oversee the end-to-end invoicing and billing processes within the region, ensuring accuracy, timeliness, and adherence to company policies and procedures.
- Develop and implement standardized invoicing and billing practices to streamline operations.
- Monitor billing activities and ensure invoices are generated and delivered to customers on schedule.
Billing Discrepancy Resolution
- Investigate and resolve billing discrepancies and customer inquiries in a timely and satisfactory manner.
- Collaborate with other departments, such as sales, customer service, and finance, to address billing-related issues.
- Implement corrective measures and process improvements to prevent future billing discrepancies.
Delinquent Account Management
- Maintain positive relationships with customers while ensuring timely payment of outstanding balances.
- Handle escalated customer inquiries, disputes, and complex collection cases professionally and efficiently.
- Identify and address root causes of delinquency, working with internal stakeholders to improve customer experience and prevent future delinquencies.
Reporting & Analysis
- Monitor service performance indicators and implement measures to improve service quality and customer satisfaction.
- Prepare and submit regular service performance reports to senior management, highlighting key metrics and achievements.
- Analyze service data to identify trends, opportunities, and areas for improvement.
- Financial/progress reporting to the executive team
- Provide insights and recommendations to enhance service operations and customer satisfaction.
- Provide regular updates to senior management on billing performance and key insights.
CUSTOMER SERVICE & EXPERIENCE (Weighting 30%)
Customer Experience
- Develop and maintain effective relationships with customers, suppliers, employees at the branch and corporate offices, and the community.
- Managing the daily operations of the branch/region/division, recognizing what is in the best interest of the branch and company, and making decisions accordingly.
- Keeping ahead of developments in customer service by reading journals, going to meetings, and attending courses
- Provide assistance and advice to customers either directly or through the use of internal resources.
- Complete feedback surveys from local clients in the region; reviewing trends and reporting findings to the executive team.
- Management of the local customer service experience by establishing, implementing, and maintaining company rules, procedures, or standards as required to support professionalism and excellence
Customer Escalations
- Investigate customer complaints and make recommendations to management for issuing refunds or compensation to customers.
- Handle customer complaints or any issues that arise with the customer. Keeping an accurate record of discussions or correspondence
- Ensure exceptional customer service and satisfaction by addressing customer escalations, and complaints promptly and effectively.
- Monitor customer feedback and implement corrective actions to resolve any service-related issues.
- Foster strong customer relationships and identify opportunities for service expansion and revenue growth.
COMPLIANCE & INTERNAL CONTROLS (Weighting 15%)
Compliance
- Establishes, maintains, and monitors internal operational control mechanisms to minimize financial and operational risks.
- Ensures compliance with all quality and health and safety requirements.
- Ensure organizational adherence to government legislation surrounding operational and health and safety requirements.
- Manages the interpretation and implementation of internal administration policies and procedures, acting as a mediator as required or escalating issues to the VP, Operations
- Ensures adherence to facilities and building regulations.
- Oversee local billings in pursuit of a ten-day average from the end of the task to the generation of invoices.
- Conduct regular inspections and audits to assess service quality and identify areas for improvement.
Billing Process Optimization
- Continuously review and assess the invoicing and billing process, identifying areas for improvement and implementing necessary changes.
- Streamline billing procedures to increase efficiency, accuracy, and productivity.
- Leverage automation tools and technology to optimize the billing process.
Accounts Collections Strategy & Planning
- Develop and implement effective collections strategies, policies, and procedures to optimize cash flow and minimize bad debt risk.
- Analyze delinquency trends, customer behaviors, and industry best practices to continuously improve collection processes.
- Collaborate with cross-functional teams, such as finance, sales, and management, to gather insights and align collection efforts with business objectives.
Technical Leadership
- Maintains knowledge of emerging technologies and trends in operations management
- Maintains in-depth knowledge of his or her industry and liaises with specialized colleagues for expert advice on financial, legal, and regulatory issues.
PEOPLE & CULTURE MANAGEMENT (Weighting 15%)
Team Leadership
- Advises on appropriate people resourcing to deliver to plans and budget.
- Directs the management of day-to-day office administration support.
- Maintains the Startec culture through appropriate human resources strategy and operations.
- Work with Human Resources to create plans that support the selection and retention of quality employees in the designated region.
- Provides a mechanism that encourages the coaching and development of Startec employees.
- Develops and maintains systems to monitor employee performance and provide feedback.
- Ensures people management practices comply with all government labor laws.
- Facilitate regular communication channels to discuss performance expectations, progress, and feedback.
- Conduct team meetings, one-on-one discussions, and performance review sessions to ensure clarity and transparency.
Performance Management
- Regularly assess the performance of teams and individual team members based on predetermined goals and KPIs.
- Conduct objective performance evaluations, providing constructive feedback on strengths and areas for improvement.
- Identify underperforming team members and develop performance improvement plans (PIPs) to address performance gaps.
- Work closely with individuals to set realistic improvement goals, provide necessary resources, and monitor progress.
- Identify high-potential individuals within the teams and develop succession plans for key positions.
- Identify and nurture talent within the region, providing growth opportunities and career paths.
Training & Development
- Identify training needs and facilitate the professional development of team members.
- Guide technical skills, industry regulations, safety protocols, and emerging technologies. Encourage participation in relevant training programs and certifications.
- Follow recognition programs to acknowledge/reward outstanding performance and achievements within the team.
- Provide guidance and mentorship to team leaders, and supervisors to foster a culture of continuous learning and improvement.
- Offer support in resolving complex technical issues, addressing customer concerns, and managing team dynamics.
TECHNICAL SKILLS:
- Industry Knowledge: Possess a deep understanding of the industry in which their organization operates. This includes knowledge of industry trends, emerging technologies, and best practices.
- Operations Management: Proficiency in managing various operational aspects, such as supply chain management, logistics, inventory control, and production processes. This includes the ability to identify operational inefficiencies and implement process improvements.
- Data Analysis: Strong analytical skills to analyze complex data sets, identify trends, and make informed decisions based on data-driven insights. Proficiency in using data analysis tools and software is beneficial.
- Financial Analysis: Understanding of financial statements, budgeting, forecasting, and financial analysis. This includes the ability to interpret financial data, identify areas for improvement, and make sound financial decisions.
- Project Management: Proficiency in overseeing and managing projects, including project planning, resource allocation, risk management, and project execution. This includes the ability to manage multiple projects simultaneously and ensure their successful completion within budget and timeline constraints.
- Technology Skills: Familiarity with relevant technologies and software applications used in the industry., ERP software, data analytics tools, and project management software.
- Quality Management: Knowledge of quality management principles and methodologies, such as Six Sigma or Lean Six Sigma. This includes the ability to identify quality issues, implement quality control measures, and drive continuous improvement.
- Regulatory Compliance: Understanding of relevant regulations and compliance requirements within the industry. This includes the ability to ensure compliance with legal, safety, and environmental standards.
PERSONAL ATTRIBUTES:
- Leadership: Possess strong leadership skills to inspire and motivate their team, set a clear vision, and guide them towards achieving goals. Effective leadership involves the ability to delegate tasks, provide guidance, and promote a positive work culture.
- Communication: Effectively communicate with employees, stakeholders, and senior management. This includes active listening, clear verbal and written communication, and the ability to adapt communication styles to different audiences.
- Interpersonal Skills: Ability to interact with a diverse range of people, including employees, customers, and external partners. Strong interpersonal skills are crucial for building and maintaining positive relationships, resolving conflicts, and collaborating effectively.
- Problem-Solving: Strong problem-solving skills to identify issues, analyze root causes, and develop effective solutions. This involves critical thinking, creative problem-solving, and the ability to make decisions under pressure.
- Adaptability: Ability to work in dynamic environments where they need to adapt to changing circumstances and demands. Being adaptable and flexible allows them to navigate through challenges, embrace new ideas, and adjust strategies as needed.
- Time Management: Effective time management skills to prioritize tasks, meet deadlines, and ensure optimal use of resources. This includes the ability to delegate tasks, manage multiple projects simultaneously, and maintain a focus on key priorities.
- Conflict Resolution: Strong conflict resolution skills enable them to address conflicts constructively, find mutually beneficial solutions, and maintain positive working relationships.
- Emotional Intelligence: Ability to understand and manage their own emotions, as well as recognize and empathize with the emotions of others. This helps them build trust, handle difficult situations, and promote a positive work environment.
- Decision-Making: Make informed decisions that align with organizational goals and priorities. Effective decision-making involves gathering relevant information, considering various perspectives, evaluating risks, and choosing the best course of action.
- Collaboration: Collaborate with cross-functional teams and departments to achieve common objectives. Strong collaboration skills enable them to work effectively with others, foster teamwork, and leverage diverse skills and expertise.
- Presentation: Strong communication skills to effectively communicate with stakeholders at various levels, including senior management, employees, customers, and external partners. The ability to deliver clear and impactful presentations is also important.
- Team Management: Ability to lead and motivate teams, set clear expectations, delegate responsibilities, and provide guidance and support to team members. This includes fostering a positive work culture and promoting collaboration and teamwork.
QUALIFICATIONS:
- Bachelor’s degree in accounting, business, or finance, would be considered an asset.
- Technical bachelor’s degree or indentureship related to the organization (e.g. Refrigeration Mechanic, Mechanical P.Eng or CET, etc.)
- Proven experience in a managerial role, preferably with regional or multi-site responsibilities.
- Strong leadership and team management skills.
- Excellent knowledge of business operations and processes.
- Analytical and problem-solving abilities.
- Strong communication and interpersonal skills.
- Financial acumen and budgeting skills.
- Customer-focused mindset.
- Ability to work under pressure and meet deadlines.
- Willingness to travel within the region as required.
We offer competitive wages, training, flexible, dynamic, and exciting work environment.
We thank you for your application and interest in our organization. Only those candidates selected for an interview will be contacted.
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