Reporting to the Operations Manager, the Service Manager plans, organizes and directs the service operations of Welding, Field Services Support, and Mechanical Services, involving the installation, maintenance, repair and fabrication of mining parts and equipment. The Service Manager is responsible for driving results by developing and managing short- and long-term planning strategies, processes, and events that foster a positive experience for internal and external customers. Position has 150+ hourly/ non-exempt employees.
Provides a safe work environment by; enforcing safety policies; cooperating with site safety policies and participating in site specific safety programs.
Creates and maintains a safe work culture environment by enforcing SMS safety policies, ensuring follow-up and corrective action on all safety incidents and participating specific site safety programs.
Maintains staff by training; ensuring employees are trained in their assigned tasks; arranges and tracks training (i.e. WHMIS, Supervisory Certificates).
Prepares estimates and quotes for major assignments/ jobs.
Assists with outstanding Accounts Receivable; follows up on over 90-day invoices and communicates with customer to resolve any problem.
Maintains the Service Work Order and Information System to ensure effective and full utilization of the system and to ensure that all service function informational and work order management information needs are met.
Manages warranty policy and administration to ensure maximum warranty cost recovery from represented manufacturers; minimization of current assets employed in warranty and minimization of the Company’s warranty risk exposure and cost; provides assistance with warranty issues.
Coordinates the utilization of all necessary and/or available resources in the investigation, analysis, and reporting of significant product deficiencies by obtaining product deficiency information from branches and consolidate it into monthly summary reports which analyze critical unsolved problems, corrections and/or commitments, and financial risks.
Identifies, manages, and documents service function work processes and operating procedures, maximizing performance on a cost-effective basis.
Coordinates with Branch management to maintain machine life-cycle service revenue programs that serve as part of the total marketing plan of the Company, enhancing the competitiveness of the Company product offering and producing annuity like long term cash flow.
Monitors results and productivity and adjusts plans accordingly.
Provides the leadership necessary to support the development, maintenance, and continual improvement of the Division’s Quality Management System.
Meets general and maintenance management to ensure that the service function is delivering the quality and type of service to meet or exceed their needs (i.e. monthly meetings, weekly availability meetings; monthly meetings reconciling availability of trucks).
Obtains manufacturer or supplier commitments or assistance as necessary for service support programs.
Ensures that machines operate within end-user productivity, reliability, and economic targets.
Provides training orientation for customer employees (i.e. Mine’s Act procedures, safety, emergency response, seat belts, etc.).
Communicates goals and objectives; measures results; coaches individuals and teams for improvement.
Supervises and trains employees, to include organizing, prioritizing, and scheduling work assignments.
Participates in mining related events.
Practices public relations with customers; building relationships for business purposes.
5 – 7 years related industry experience.
HET Red Seal Trades Qualification is preferred.
A combination of education and experience may also be taken into consideration.
3 – 5 years management / supervisory experience.
General knowledge of the Komatsu product line (Construction and Mining) and products SMS Equipment currently service.
Self-starter with strong interpersonal and communication skills (written and verbal).
Strong organizational skills including asset allocation, project management and priority management.
Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
Excellent computer skills including Microsoft Office. Extend experience a definite asset.
Ability to work independently and/ or as part of a team.
Physical ability to supervise and inspect work in maintenance and mining environments.
Ability to analyze and interpret financial data and prepare financial reports, statements and/or projections.
Ability to analyze budgetary expenditures for compliance with approved budget.
Knowledge of budgeting, cost estimating, and fiscal management principles and procedures.
Working knowledge of labour relations and personnel management.
Seeks opportunities where the Company has the potential to achieve relative competitive advantage.
This position will involve some travel.