Service Manager

2 weeks ago


Red Deer, Canada Tornado Global Hydrovacs Full time

**Job Title: Service Manager - Parts & WarrantyLocation**:Red Deer**

Department: Parts and Service

Revised: April 2024

**About Tornado Global Hydrovacs**

Tornado Global Hydrovacs stands at the forefront of the hydrovac truck industry, celebrated for our groundbreaking technology and unmatched customer support. We specialize in the sale, maintenance, and repair of premium hydrovac trucks, facilitating efficient and safe operations for our clients. As we pursue further growth, Tornado Global Hydrovacs is seeking a proficient Service Manager for our parts and warranty department in Red Deer. This vital role ensures mínimal downtime and optimal service for our clients, underpinned by rigorous financial management.

**Job Overview**

The Service Manager is tasked with overseeing all aspects of parts and warranty service for hydrovac trucks, with a heightened emphasis on financial management. This includes continuous monitoring and analysis of both warranty and non-warranty segments' profitability. The role demands an individual adept at navigating high-pressure scenarios to achieve customer satisfaction and operational effectiveness, managing a wide network of subcontractors, and overseeing the logistics of cross-border shipments.

**Relationships**

Reports to: VP of Operations

Supervises Service Staff, Parts/Warranty Personnel

Internal Contacts: Production Supervisors, Sales, Leadership Team

External Contacts: All customers, vendors

**Responsibilities**
- **Customer Service Excellence**: Manage operational challenges and customer complaints with empathy, aiming for quick resolutions to minimize client downtime and enhance satisfaction.
- **Comprehensive Financial Oversight**: Continuously monitor and analyze the profit and loss of warranty services and all other business areas. Make informed decisions based on financial data to optimize profitability and efficiency. Assess and implement growth strategies for increased profitability.
- **Strategic Financial Management**: Set competitive sales values for parts and ensure profitability on non-warranty jobs and parts sales. Oversee all service job financial transactions, including accounts receivable and cost management.
- **Cross-Functional Leadership**: Collaborate with sales, engineering, and logistics teams to enhance service processes and ensure integrated support. Lead cross-departmental initiatives to swiftly address and resolve customer issues.
- **Cross-Border Shipping and Compliance**: Manage and optimize logistics for cross-border shipping between the USA and Canada, ensuring adherence to international trade regulations.
- **Subcontractor Network Development**: Build and maintain a network of mobile mechanics for subcontracting, guaranteeing extensive service coverage and adherence to quality standards.
- **Supervision of Employees**: Actively involved in the distribution and oversight of daily activities, providing direction, and setting priorities to ensure deadlines are met efficiently. Development of employees, with structured planning and feedback processes in place to foster employee growth and address any performance-related issues, including disciplinary measures when necessary.

**Qualifications**

**Education**:
**Experience**
- Proven expertise in financial management within a service department, including detailed profit and loss analysis and strategic financial planning for warranty and non-warranty operations.
- Technical knowledge in hydrovac systems or similar heavy equipment, complemented by outstanding problem-solving and conflict resolution abilities.
- Experience in managing USA-Canada cross-border shipping logistics and compliance.
- An established network of mobile mechanics for subcontracting, or the capability to develop such a network, to ensure quality service delivery across multiple locations.
- Robust leadership skills with a track record of managing cross-functional teams and high-stress customer service environments.
- Experience in managing warranty claims, service and customer relationships.

**Competencies & Qualities**:

- Excellent written and verbal communication skills.
- Proven leadership skills are required.
- The ability to work effectively either individually or within a team environment.
- Initiative and the ability to self-start/manage.
- Results-oriented focus: Driven to produce excellent customer service and financial results.
- Effective time-management practices within a challenging environment and competing priorities.
- Able to deal effectively with customer complaints and concerns.
- Passionate about job quality and takes pride in accomplishments.

**Working Conditions**
- Full-time workload based on a 40-hour work week.
- Work will involve time pressure and multiple demands and objectives.
- Certain environments will present the expected risks and hazards. (Safety footwear required; all additional PPE will be provided).

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dent



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