Service Operations Manager

• Supervise, engage, and daily coach the internal team responsible for dispatching and coordinating service calls
• Ensure smooth synergy and liaison between the dispatch staff in the office and the teams of expert technicians deployed on the road throughout Quebec
• Act as the primary point of escalation and strategic contact to resolve complex requests from institutional clients, suppliers, and business partners
• Lead the management of operational emergencies with a high sense of responsiveness, effectively triaging high-priority requests
• Take charge of the rigorous review and systematic validation of commercial and technical documentation, notably the final approval of service quotes and contracts
• Collaborate hand in hand with the Quality Assurance department to ensure the company's continuous compliance with its regulatory accreditation requirements

• Solid and verifiable managerial experience in operations management, dispatch service supervision, or high-volume service center management
• Perfect professional bilingualism (French and English), both spoken and written, to easily communicate with a clientele spread across the entire country
• High stress tolerance and superior skills in interpersonal communication and client conflict resolution
• Strong organizational skills, autonomy, and the ability to use integrated management systems
• mastery or practical knowledge of SAP Business One (SAP B1) software is a major asset
• Comfortable working a professional schedule of 50 to 55 hours per week, with occasional flexibility on weekends to supervise the handling of urgent situations
• Previous experience or an affinity with the biomedical, medical, pharmaceutical, or scientific sectors is a distinct advantage to accelerate your onboarding
• Commitment to working full-time in-person
• this Service Operations Manager position is based at the headquarters located in Anjou

Previous experience or an affinity with the biomedical, medical, pharmaceutical, or scientific sectors

• Competitive fixed annual salary between $65,000 and $75,000, adjustable based on your experience level
• Annual financial bonus program based on overall management performance
• Comprehensive group insurance coverage (health and medical care)
• Advantageous retirement savings plan (RRSP) with employer contribution matching
• 3 weeks of paid vacation upon hiring, plus 6 personal days per year
• Complete technological work tools provided from day one: corporate laptop, smartphone, and iPad
• Free parking available on-site in Anjou
• Stimulating, stable, and highly professional work environment within a cutting-edge industry