Service Contract Manager

Company Overview

Thermo King Eastern Canada is a trusted leader in mobile refrigeration services, specializing in the maintenance, repair, and installation of refrigeration units for trailers, containers, and mobile cooling systems. We offer reliable and efficient temperature control solutions to keep your cargo safe and at the right temperature. We are currently expanding our team and are looking for a Service Contract Manager to join us!

Job Overview

We are seeking an energetic and detail-oriented Service Contract Manager to lead the administration and optimization of service contracts within our organization. The Service Contract Manager will have an in-depth understanding of the transport refrigeration industry and the equipment. They will display extensive knowledge of our standards and practices, including product details and company services. The ideal candidate is an articulate, self-motivated individual who possesses strong organizational skills and will pay close attention to detail, along with excellent interpersonal skills to deal with people at all levels of the organization. The ideal candidate will thrive in a fast-paced environment, utilizing their expertise in ERP systems, sourcing, and negotiation to drive value and efficiency.

Responsibilities

• Act as a primary interface between the dealership and contract customers
• In-depth understanding of the transport refrigeration industry and the equipment
• Display extensive knowledge of our standards and practices, including product details and company services offered.
• Build and maintain customer relationships, ensuring that their expectations are exceeded daily.
• Develop KPIs, surveys, and scorecards to track performance against contracts and agreements.
• Prepare and present reports to Contract customers on KPI’s and fleet performance.
• Ensure our customer H&S practices are being followed in their yards.
• Maintain customer relationship sites such as ISN Networld.
• Oversee and ensure monthly contract billing is completed.
• Troubleshoot escalated service desk problems and present to management as required.
• Assist with invoicing of the contract units.
• Monitor and utilize telematics system to assist with scheduling and proactive solutions.

Skills

• Keen attention to detail and impeccable organizational skills
• A proactive drive to take on tasks and duties as assigned
• Excellent multi-tasking skills and ability to handle workload efficiently
• Solid prioritization and time management skills
• Ability to think critically both individually and in a team environment
• Excellent verbal and written communication skills as well as presentation skills
• Able to work independently with little supervision

Experience

• 3-5 years of relevant experience in similar role
• In-depth understanding of the transport refrigeration industry and the equipment
• Display extensive knowledge of our standards and practices, including product details and company services offered
• Managing a team of direct reports
• JHSC

Education

• High School Diploma