Director of Support & Services

Company Description

AV-BASE Systems, Inc. (dba WinAir) is a proud developer and supporter of structurally integrated and cost-efficient maintenance and inventory control systems for over 30 years. With our head office in London, Ontario, we provide WinAir software to over 250 operators (fixed- and rotary-wing) worldwide.

Celebrating our 30th anniversary, WinAir was also recognized by the local business community during the London Chamber of Commerce Business Achievement Awards, as the winner of the Business of the Year award in the medium-sized category in 2018.

Would you like to become a part of an award-winning company that is growing more than ever? Do you thrive in a fast-paced environment? Are you looking for opportunities for growth in different job functions? Then, this might be the perfect opportunity for you!

Job Description

The Director of Support and Services at WinAir will develop and implement strategic plans to align departmental goals with overall company objectives, ensuring optimal performance and efficiency. This role involves collaborating with various departments to prioritize assignments, support interdepartmental projects, and manage client communications. The Director will oversee the budget, resource allocation, and completion of work from Sales, while fostering a positive team environment through ongoing training and development. Additionally, they will monitor customer satisfaction, implement improvements, manage the help desk, and ensure compliance with industry standards and regulations.

Responsibilities and Duties

• Develop and implement strategic plans for the support and services department.

• Align departmental goals with the overall company objectives.

• Manage the budget and allocate resources effectively for the support and services department to ensure optimal performance and efficiency.

• Allocate resources effectively to ensure optimal performance and efficiency.

• Monitor customer satisfaction and implement improvements based on feedback to enhance the customer experience and loyalty.

• Evaluate and implement new technologies and tools to improve the efficiency across the support and services teams.

• Conduct regular performance reviews and provide feedback to team members.

• Audit departmental SOPs for relevance and accuracy and ensure all team members are trained on and following the established SOPs.

• Create and present metrics on departmental performance to the other directors and the CEO as required.

• Identify and mitigate risks within the support and services operations.

• Coordinate with other departments to support interdepartmental projects and initiatives.

• Oversee pending and sold work from Sales, ensuring quality and timeliness.

• Monitor and audit the support given to customers.

• Communicate with clients as needed to provide support and address concerns.

• Collaborate with teams to monitor workflow and prioritize assignments.

• Implement strategies to improve response and resolution times for support tickets.

• Manage after-hours calls for support or plan after-hours support if required.

Qualifications

Education & Training

• Bachelor’s degree in Business Administration, Information Technology, or a related field.

Experience

• At least 10 years of experience in support and services management, with a proven track record of managing a help desk or customer support team.

Skills and Aptitudes

• Ability to align department goals with overall company objectives.
• Strong strategic planning and implementation skills.
• Advanced technical skills related to support systems and tools such as HubSpot
• Continuous learning and adaptation to new technologies.
• Experience with project management principles and practices.
• Strong leadership skills with the ability to inspire and motivate a team.
• Excellent team management and development capabilities.
• Ability to make strategic decisions and manage departmental budgets.
• Outstanding verbal and written communication skills.
• Willingness and ability to manage after-hours support as needed.
• Ability to identify risks and implement mitigation strategies.
• Ability to work effectively with other departments and support cross-functional initiatives.
• Ability to present complex information clearly and effectively to various stakeholders.
• Deep commitment to customer satisfaction and quality service.
• Ability to understand and anticipate customer needs and develop solutions accordingly.
• Strong analytical and problem-solving abilities.
• Ability to handle high-pressure situations and resolve conflicts effectively.
• Excellent organizational and time-management skills.
• Ability to manage multiple priorities and projects simultaneously.
• Creative thinker with the ability to develop and implement innovative solutions.
• A proactive approach to improving processes and services.

Environment and Physical

• Candidate must reside in London, Ontario or the surrounding area.

• Be able to travel to domestic and global locations for trade shows or client visits (background check may be required).

• Be able to flex working time frames to accommodate different time zones as needed.

• Must be able to work remotely and on-site upon request.

• Work in a fast-paced environment with changing priorities.

• Be able to sit for prolonged periods.

Additional Information

Why Work for Us?

We offer a competitive compensation package based on experience and a proven track record of success relative to the deliverables of the role. Benefits offered at WinAir include extended healthcare, dental, EAP, RRSP matching, etc.

We are also proud to offer a flexible work schedule, including "Summer Friday hours" maximizing good work-life balance, different social committee events, and quarterly Town Hall meetings to foster teamwork and a strong, long-lasting work relationship.

Do you want to hear more about what we can offer? Why not check out our website and see what is available? We are hiring for different roles and would love to hear from qualified individuals like yourself!

To Apply

Please send your resume and a detailed cover letter explaining your experience, knowledge, and ability towards this career path, and why we need to speak with you via email to HR. Please include the position title in the subject line.

Thank you in advance for your interest. Only those candidates selected for an interview will be contacted. If you require any accommodation at any point during the recruitment process, please let us know.

Learn more and Apply