Reporting to the After Market Business Manager; we are currently looking for an experienced Branch Service Manager to plan, organize and direct the field service team, parts dept and admin.
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.
Responsible for all activities related to the service function of Welding, Field Sales Support, and Mechanical Services operations involving the installation, maintenance and repair of overhead cranes, and spare parts and equipment.
Provides a safe work environment by; enforcing safety policies; cooperating with site safety policies and; participating in site specific safety programs.
Maintains the Service Work Order and Information System in order 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.
Develops and oversees 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.
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 branch and consolidate it into monthly summary reports which analyze critical unsolved problems, corrections and/or commitments, and financial risks.
Collaborates with the Aftermarket Business Manager and Branch staff, to create, monitor and implement the scheduling plan to effectively manage workload, support business objectives and maximize productivity.
Identifies, manages, and documents service function work processes and operating procedures; maximizing performance on a cost-effective basis.
Monitors results and productivity and adjusts plans accordingly.
Develops and maintains effective communications and relationships with customers.
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.
Ensures timely and effective resolution of product service and warranty problems.
Obtains manufacturer or supplier commitments or assistance as necessary for service support programs
Directs a team of service professionals ensuring team direction supports objectives and maximizes internal and external customer experience.
Communicates goals and objectives; measures results; coaches individuals and teams for improvement.
Supervises and trains employees, to include organizing, prioritizing, and scheduling work assignments.
Seeks opportunities for involvement in industry associations, or professional organizations in order to develop relationships with end-users of products and services marketed by the Company.
Attends local industry events.
Evaluates and develops new or expanded service business.
Seeks opportunities where the Company has the potential to achieve relative competitive advantage.
Position requires either a Trade certification and/or post-secondary education with 5 – 7 years related industry experience. Any combination of education and experience may be considered.
Knowledge and ability to enforce compliance with safety rules and regulations; to minimize industrial injuries and meet regulatory requirements.
Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures.
Ability to oversee work assignment and allocation of trades peoples’ time to best utilize available manpower in the field.
Ability to develop, plan, and implement short- and long-range goals.
Ability to implement and enforce safety programs.
Skill in organizing resources and establishing priorities.
Planning and organizational skills, including the ability to meet deadlines and complete projects.
Ability to work independently and / or as part of a team.
Knowledge of contract documents and specifications.
Knowledge of parts distribution and parts management
Knowledge of electrical, welding and mechanical trade repairs and maintenance.
Knowledge of customer service standards and procedures.
Ability to coordinate quality assurance programs in area of specialty.
Ability to develop and maintain record keeping systems and procedures.
Skill in the use of personal computers and related software applications.
Ability to analyze and interpret financial data and prepare financial reports, statements and/or projections.
Knowledge of budgeting cost estimating, and fiscal management principles and procedures.
Management, supervisory and leadership skills.
Working knowledge of labour relations and personnel management.
Ability to supervise and train employees.
Employee development and performance management skills.
Effective interpersonal skills, including tact and diplomacy with a variety of individuals and groups.
Ability to communicate effectively, both orally and in writing, with a wide variety of individuals and groups
Job Type: Full-time
Job Type: Full-time