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Director of Service Operations

1 month ago

ontario canada ca Roberts Farm Equipment Inc Full time

For decades, Roberts Farm Equipment has been unique in the farming community aggressively cutting edge, and unapologetically committed to old-fashioned ideas of customer service.


Robert’s Farm Equipment is a family-owned and operated business that serves the community and many family farms, we think of ourselves as being all in the family. We sell some of the finest products in the market, but our customer service is second to none. It's who we are.


Our business remains very rooted from the past generations of Robert’s values and vision for service and community. While we’ve grown and experienced change, those timeless values have been our bedrock—and the reason the link between our company, the community, and our customers has remained so strong.


Robert’s Farm Equipment is seeking a qualified Director of Service Operations to provide strategic leadership and oversight to service departments at our 7 locations. Reporting to the Chief Operations Officer, the Director of Service Operations is responsible for leading a team of Service Managers, and managing all departmental activities to achieve company targets. The Director of Service Operations is responsible for overseeing, planning, and implementing processes and projects related directly and indirectly to the Service Technicians.


Qualifications for this role include…


  • University Degree or College Diploma in Business Administration, Agricultural Technologies or a related field or;
  • Minimum of 6-10 years’ hands-on, technical experience demonstrating progressive responsibility and achievements in managing Service Technicians
  • Completion of Agricultural Equipment Technician Training & Certification is considered an asset
  • Must have an extensive knowledge of Agricultural/Construction practices and equipment
  • Thorough understanding of service order quotation and scheduling
  • Thorough understanding of business processes, strategies and methodologies
  • Must be comfortable with current technology, proficient with the following computer environments: Microsoft Office (including Outlook), Internet Explorer and Google Chrome Browsers
  • Experience with CDK Business System is considered an asset
  • Knowledge of the Occupational Health and Safety Act and Industrial Establishments Regulation and all other related Health & Safety legislation is required


The ideal candidate will have the following skills and attributes:


  • Excellent leadership and management skills
  • Must have a strong mechanical aptitude
  • Ability to resolve conflicts and problems
  • Excellent prioritization, initiative and time management skills
  • Must be highly organized with the ability to multi-task
  • Ability to meet timelines and deadlines and uses time effectively and efficiently
  • Ability to ensure confidentiality of team members, company information and customer information
  • Demonstrates a professional demeanor, respect and commitment to service excellence
  • Ability to work cohesively with employees and managers as part of a team
  • Ability to work efficiently and effectively under pressure with simultaneous deadlines
  • Must have a valid driver’s license


The Director of Service Operations will be responsible for…


  • Leading and supervising the Service Department including but not limited to; recruitment and selection, orientation and onboarding and performance management
  • Ensuring profitability and effectiveness of the department through the management of Service Managers and service orders with adherence to processes and customer standards
  • Reviewing standard operating procedures periodically to ensure compliance
  • Collaborating with the Marketing Team to identify and develop new business opportunities and develop strategies for market entry
  • Collaborating with the Parts Department to identify issues or room for improvement to maintain work-flow
  • Reviewing service sales trends and develops annual budgets
  • Holding monthly Service Manager meetings and prepares all financial data and KPI’s for each meeting
  • Participating in monthly management meetings, providing departmental updates as required
  • Visiting all dealership locations on a regular basis to ensure staff and processes are effective and to address any staff concerns or feedback
  • Liaising with dealers and manufacturers to stay up to date on products, promotions, programs and compliance; attends dealer meetings and training as required
  • Communicating with the Sales and Parts Department on equipment and parts issues as well as promotions and pricing
  • Approving and maintains service expense budgets
  • Setting up and monitoring all required technician training
  • Reviewing bi-weekly efficiency bonuses and submits to payroll
  • Liaising with external service providers to inspect and repair shop equipment
  • Ensuring customer service needs are being met on evenings and weekends or during peak seasons by organizing Service Technician rotations using the on-call system
  • Ensuring cleanliness of dealership yard, building and shop areas


Life at RFE...


If the successful candidate does not currently live within commuting distance to our store locations, this position will require relocation to Grey, Bruce, Huron, or Wellington county . This relocation will enable the candidate to work closely with local teams and customers, ensuring they have an impact in a rural regions known for their natural beauty and close-knit culture. Grey, Bruce, Huron, and Wellington counties all offer the option of a peaceful, scenic lifestyle with affordable housing, vibrant community life, and easy access to outdoor activities like hiking, beaches, and local events. Robert’s Farm Equipment employees who have also relocated to the local area, appreciate the work-life balance that comes with living in a rural community, with less commuting stress and more time to enjoy nature and family life.


RFE offers competitive total rewards package, including a company vehicle, flexible group benefits, RRSP/TFSA matching, employee discounts and more.