Customer Service Shop Supervisor

2 weeks ago

Saskatoon, Canada Crestline Coach LTD. Full time

Crestline is a worldwide innovative leader in Ambulance Manufacturing and Specialty Vehicles and Canada’s largest supplier of small to mid-sized Commercial Buses. With safety, innovation and durability always at the forefront of our business, Crestline exceeds and inspires today’s industry standards. Forty years in the making, Crestline’s growth has accelerated from three Saskatchewan founders to 175 diverse employees from 11 countries. Critical to success is our world-class manufacturing, sales and after sale service organization which makes every effort to provide unparalleled service and knowledge to our unique and diverse clientele.

**Crestline is seeking a Customer Service - Shop Supervisor to join the team.**
- This position will be responsible for assisting the Customer Care Manager in a lean manufacturing and service environment to achieve or exceed DBC short and long term objectives and improve profitability. The Shop Supervisor will oversee all Bus and Ambulance PDI, service repairs, upfit and remount activities, while ensuring the Service team meets or exceeds the safety and quality objectives while maintaining a high sense of urgency for changes among Service staff.

**_Responsibilities:_**
- Assist the Customer Care Manager with managing Service staff and utilizing the optimum amount of resources to meet or exceed manufacturing, safety and quality goals in order to improve profitability.
- Ensure the Service staff stay focused on customer satisfaction, zero defects, on-time delivery and cost reduction objectives
- Work collaboratively with Supply Chain and Engineering to problem-solve Production related issues to minimize rework
- Provide clear expectations to Team Members and hold them accountable for results, while providing continual feedback, motivation, direction & coaching to achieve work objectives
- Lead process improvement activities by coordinating cross-functional teams comprising of production, materials, maintenance, quality, and engineering associates.
- Monitor and address output & productivity issues within the span of control, including the meeting of production targets, cycle time and product & process quality standards.
- Identify quality, cost, productivity, and lead time improvement projects in the area.
- Ensure that the employees have all the tools and materials necessary for the performance of their work readily available.
- Make decisions about tool sharing and procure additional tools if necessary.
- Develop a continuous improvement plan for the area.
- Maintain comprehensive records to document the performance of his/her area of responsibility.
- Provide technical assistance to the Supply Chain department
- Provide estimates on hours to complete remount and shop service jobs to Service Specialists to quote jobs
- Assist in hands on repairs and troubleshooting when required
- Work with Engineering to design and implement customer specials requests for components or systems to be added to their units
- Assist the Customer Care Manager with executing lean manufacturing processes with a focus on standardized work, materials flow and scrap reduction initiatives
- Assist the Customer Care Manager with cost and process improvements
- Assist the Customer Care Manager to ensure that all kaizen events are planned well in advance and all pre-work is completed to set the teams up for success
- Measure, monitor, improve, and control tactical measurements from each production area such as quality measures, productivity measures, safety records, on-time delivery measures, etc. to improve profitability
- Ensure the Hour by Hour charts are maintained and are used for daily problem solving and reducing actual hours.
- Lead and coach Service through subsequent problem-solving sessions that may be necessary in order to make them successful, while driving the company’s short and long-term objectives.
- Support the Customer Care Manager as needed with various projects to support the lean and quality objectives and improve profitability
- Lead continuous improvement initiatives as directed by the Customer Care Manager
- Work with the Quality & Safety Manager to ensure the safety of personnel
- Establish and facilitate small group team initiatives for continuous improvement.
- Take ownership for evaluating existing processes to determine the optimum processes, standards, equipment, tools, flow and facilities required to manufacture products.
- Conduct the root-cause analyses of the manufacturing processes to identify, define and resolve manufacturing problems and opportunities.
- Conduct daily audit of area from a housekeeping, safety, quality, productivity, and OTD standpoints.
- Audit standards and ensure changes for improvements in database accuracy.
- Comply with all federal and provincial safety standards, guidelines and policies by driving workforce initiatives such as our health & safety system towards a Mission Zero incident safety culture.

**Technical Skills/Competencies (

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