Customer Service Manager
2 weeks ago
Description
:**Major Job Functions:**
- Lead, demonstrate and champion a healthy and safe work environment and culture for all branch employees, contractors, and customers.
- Ensure that all safety practices, policies, and compliance requirements are followed, employees maintain the appropriate safety training, conduct monthly spot audits, and meet safety TRIF and LTI targets.
- Demonstrate clear and effective leadership to branch employees through role guidance, performance management, coaching, mentoring, and supporting growth opportunities.
- Provide quality, timely feedback to individuals through formal and informal conversations to support the performance management process.
- Manage day-to-day branch operations, assets, finances, and report branch financial results.
- Manage the successful execution of Finning's Service Excellence Operational process and customer service commitment within the branch.
- Own successful execution of customer contracts.
- Resolve customer issues and goodwill settlements promptly.
- Investigate service eforms related to variances, service warranty, and service re-do.
- Create annual budget, forecasting, and review applicable contract management emails.
- Maximize recovery of components from CAT and OEM.
- Understand labor relations and grievance resolution processes.
- Understand parts and service processes, Finning's work order cycle, sales processes, warranty offerings, and goodwill practices.
- Adhere to Finning policies and procedures.
- Understand operational processes, issues, challenges, best practices, people, and customers within the industry.
- Business acumen, financial planning, budgeting, and forecasting knowledge.
- Performance Management and Performance Improvement Plan (PIP) processes and high performance leadership principles.
**Experience:**
- 8-10 years of previous supervisory or leadership experience.
- Previous experience on the repair and execution side of business.
- Strong mechanical aptitude to expand technical expertise knowledge base and gain experience.
At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, or mental and physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations/adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.
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