Ville : Markham

Catégorie : Other

Industrie : Professional Services

Employeur : BGIS

Who We Are

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at www.bgis.com

SUMMARY 

The North American Dispatch Services program at BGIS encompasses over 500 mobile technicians located throughout Canada and USA made up of HVAC, Refrigeration, Handyperson, Electrical, Plumbing, Doors, Fire, and Fuel Systems technicians.  This division has experienced explosive growth over the past several years and will continue to do so through organic growth and acquisitions. 

The National Director, Field Service Delivery supports the Technical Services Division by having accountability for the overall Service Operations Platform including the software configuration, data integrity, usage and improvement and also the Planning / Scheduling / Dispatching team, and all the development and implementation of supporting reporting.  The platform is a sophisticated Service Management platform (Astea/IFS Alliance) where all client accounts, locations, maintainable assets, and preventive maintenance data are stored and leveraged to deliver preventive maintenance, demand maintenance and service-related projects from planning and initiation through to purchasing, labour management, costing and invoicing.  The system is GPS enabled and also encompasses software assisted systems assisted planning and scheduling. The system is also deeply integrated with BGIS RealSuite Asset Management platform and this integration is leveraged to manage over 250,000 work order per year.  

This role will be involved in a leadership role with acquisitions in migrating these companies onto the IFS/Astea platform.

The team this role leads is currently approximately over 30 people (managers, supervisors, systems SME, dispatchers/planners, etc).

KEY DUTIES & RESPONSIBILITIES 

People Leadership

Demonstrates strong, competent leadership for team members to guide them in reaching their full potential and meeting their objectives, which supports achievement of our corporate goals. Specifically, these responsibilities include but not limited to:

• Full involvement with recruiting talent.
• Provides mentoring, coaching and guidance to all team members.
• Objectively recommends compensation adjustments.
• Manages all aspects of performance.

IFS/Astea Alliance System

• Foundational Data Ownership – lead systems analysts to provide accountability of:
  • client commercial terms and SLA’s and KPI’s.
  • client sites and maintainable assets.
  • preventive maintenance plans and schedules.
  • technician certifications, skills, locations, etc.
  • BGIS specific process flows and BGIS developed “Customizers”.
  • Oversight and implementation of IFS/Astea developed customizations.
  • Astea/IFS platform report development and usage.

Planning / Scheduling / Dispatching

• Team over 25 staff in this 24/7/365 department covering service delivery throughout 5 time zones throughout North America.
• Continuously manage and improve the planning and scheduling of preventive maintenance programs.
• Continuously manage and improve the delivery of the work combing planned work along with urgent and routine demand maintenance:
  • Leverage the Dynamic Scheduling Engine software within Alliance to optimize delivery of planned maintenance including optimized routing and bundling planned work along with demand work.
• • Also the real time GPS enabled Service Agent selection process to real time dispatch urgent demand work.
• Sophisticated requirements having to balance demanding Service Level Agreements and KPI’s with wide range of large clients with large portfolios to achieve service excellence in responsiveness (arrival times), work completion, and work quality.

Continuous Improvement

• Develop and lead initiatives to improve quality and reduce costs of the Technical Services back office work and also improving productivity of the service technicians (i.e. drive times).

Client Satisfaction and Quality Assurance

• Identifies, recommends and implements programs to achieve greater client satisfaction. Programs may include but may not be limited to using the software platform capabilities to:
  • Real time reporting to drive SLA and KPI achievement for delivery of planned and demand maintenance.
  • provide proof of service (photo’s, bar codes etc).
  • provide GPS enabled proof of arrival and presence.
  • develop and implement checklists.
  • develop and implement client success reporting leveraging the database.
• Collaborates with account leaders from different accounts to review, develop and refine related programs to enhance client communication and satisfaction.
• Leads the implementation of related programs for assigned account.
• Accountable for collaborating with account senior management and relevant stakeholders to ensure service delivery performance objectives are met.
• Conducts a high-level review of the programs to ensure that all requirements are delivered as per the master services agreement.
• Identifies shortcomings in service levels and provides recommendations to enhance performance.
• Collaborates with account senior management to develop and implement action plans to remediate performance gaps.
• Collaborates with relevant stakeholders to ensure all capital planning requirements are identified, budgeted and recommended to the client.

KNOWLEDGE & SKILLS

• • Demonstrated experience and passion in doing and leading the development, implementation, configuration, usage and continuous improvement of mobile technician field services software platforms.
  • Expert level knowledge of field services planning, scheduling and dispatching processes.
  • Minimum of 10 years of relevant work experience.
  • Exceptional leadership skills and ability to influence without authority.
  • Exceptional communication, influence, persuasion and negotiation skills.
  • Exceptional program implementation and management skills.
  • Skilled at identifying opportunities, issues and solutions.
  • Strong Microsoft excel knowledge and BI analytics understanding.

Education, Licenses and/or Professional Accreditation

• Post-Secondary degree or diploma desirable or equivalent experience.

BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous ! Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.