Regional Service Manager

3 weeks ago

Laval, Quebec, Canada Brandt Tractor Ltd. Full time

Brandt is currently seeking a Regional Service Manager-Positioning Technology for the Quebec and Atlantic region reporting to either our Laval or Brossard Construction & Forestry location. This position is responsible for managing the service operations of Positioning Technologies, including best in class after-market Machine Guidance as well as leading edge Geo Positioning products.  This role involves managing all aspects of the talented service department and day-to-day activity of foremen, service writers, bench and field technicians in the delivery of support and repair services to our customers. Duties & ResponsibilitiesService and Product SupportManage service workflow to ensure work is planned, scheduled, assigned, and completed on time and within quoted costsKeep our ticketing software current to reflect the status of active open work orders within the departmentMeet company and customer expectations for quality of work in our bench service and electronic field techniciansPrepare accurate quotes for customer work orders and ensure work orders are closed and processed in a timely mannerMeet, communicate with, and work with customers to resolve any issuesCollaborate with the regional sales teams to align the customer experienceWork with parts and sales to coordinate parts, inventory, and service deliveryEnsure work is performed according to established safety and industry standardsEnsure standards, policies, and reporting practices work orders, warranty, parts return, and credit are metEnsure equipment and facilities are available and safe for employee useIdentify and present market trends to our Training team so that their product offering can be improvedCollaborate with corporate product support group on improving parts customer satisfaction, and service department profitability and effectivenessFinancialDevelop and manage the annual service department budget to achieve objectives compatible with the branch's and Brandt's overall financial and operational goalsMonitor achievement monthly, and takes steps to address gaps in expected performanceSubmit all warranty claims correctly and within the required timeframe to receive maximum allowable creditMonitor and close WIP dailyManage paper flow to ensure all service revenue, expenses, and activities are timely, accurate, and completely recordedEmployee Supervision and ManagementFollow company policies, procedures, and practices for employment and employee relationsUse time tracking tool for all techniciansEnsure the progress of all work orders is tracked and reportedReceive and manage work orders from our Centralized call centerMinimize work-related injuries and illnesses by ensuring that all work in the department is performed safely and that occupational health and safety standards are metIn coordination with the Manager of Integrated Services and Human Resources, recruit, hire, and retain service personnelIdentify gaps, capabilities and arrange training opportunities as requiredEnsure equipment manufacturer standards for training and certification are metReview employee performance against goals on an ongoing basis, and document individual employee performance annuallyOther duties as assigned Required SkillsHas a solid foundation of knowledge and skill in the operation of an equipment dealershipDemonstrated ability to organize work, set priorities, and achieve work related objectives and goalsDemonstrates a strong customer service orientation, and exercises sound judgment when dealing with directly with customersAble to communicate effectively and professionally with customers, employees, and branch personnel at all levelsHas the confidence, critical thinking, knowledge, and technical skills to assess and solve customer, business, and personnel problems effectively and efficientlyMust be self-motivated in learning and applying new knowledge and skills and is willing to share knowledge with othersDemonstrates a strong commitment to occupational health and safety Required Experience5-7 years' progressive, combined experience in service, management and business (i.e. Electronic Field Technician, Electronic Technician or Mechanic combined with 3 years' management/supervisory experience in the Positioning industry, Equipment Industry or a Technical productMust be able to travel to customer sites, and as required troubleshoot and or resolve customer issuesMust be proficient in using work-related desktop applications and web-based productivity applicationsMust be able communicate in both English and French (spoken and written)

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