Service Manager

Patterson isn't just a place to work, it's a partner that cares about your success. One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.

Patterson n’est pas juste un simple lieu de travail, c’est un partenaire qui se soucie de votre succès. L’une des marques distinctives de Patterson, ce sont les personnes de talent qui incarnent notre culture ̶ être axés sur les gens, en constante évolution et centrés sur les résultats. La croissance professionnelle abonde dans cet environnement de travail motivant. Nous reconnaissons l’apport positif de la diversité des talents et des expériences de nos employés et nous croyons qu’ils bâtissent une organisation plus forte et prospère.

As the Technical Service Manager, you will supervise service staff and act as a technical liaison between several members of the service, sales and executive teams. You will be responsible to maintain an efficient daily technical call calendar and maximize the department yearly revenue.

• Ensure that the response time for a service call meets the established standards.
• Ensure that all technicians communicate their needs or those of their clients on a regular basis.
• Assist the sales department for installation and after-sales service to optimize customer service.
• Touch base and visit client base who have service contracts to ensure full satisfaction of department services and/or to find solutions when faced with challenges.
• Promote and share sales opportunities for merchandise or equipment with representatives regularly.
• Perform annual employee reviews and set new goals to ensure department and branch’s performance.
• Ensure that all manufacturer's specifications, federal/provincial laws and regulations related to the repair, movements, modifications, updates or calibration/radiation issued by the devices are adhered to by technicians.
• Provide complete documentation on the subjects of law or manufacture of these devices to interested parties.
• Ensure that all company or other procedures regarding asepsis are followed.
• Determine the parts and tools needed to meet the need of the department.
• Ensure that vehicle maintenance policies are followed and that technicians drive their vehicles appropriately.
• Initiate, acquire, maintain and share technical knowledge through reading or training provided by the company.
• Manage overtime and departmental expenses.
• Perform other duties as assigned or requested.

• Hold a college degree in electronics and / or administration, or combination of education and experience.
• 10 years and plus of experience as a technician, preferably in the dental field.
• Excellent ability to lead with versatility.
• Strong communication and interpersonal skills.
• Excellent analytical and priority management capabilities.
• Excellent attention to detail.
• Excellent command of French, both spoken and written.
• Very good knowledge of English, both spoken and written.
• The Service Manager will work 40 % with English-speaking customers and 60 % with suppliers outside Quebec.
• All technical support from our Canadian and American suppliers is offered exclusively in English.

• Assurer que le temps de réponse pour un appel de service est selon les normes établies.
• S’assurer que tous les techniciens communiquent leur besoin ou celui de leurs clients sur une base régulière.
• Assister le département des ventes pour l’installation et le service après-vente afin d’optimiser le service à la clientèle.
• Prendre contact et visiter la clientèle qui a des contrats de service pour s'assurer de l'entière satisfaction des services du département et/ou pour trouver des solutions lorsque confronté à des défis.
• Promouvoir et partager les opportunités de vente de marchandise ou d’équipement avec les représentants régulièrement.
• Procéder à des évaluations annuelles des employés et fixer de nouveaux objectifs pour s’assurer de la…