Field Service, Assistant Manager

3 weeks ago

Toronto, Canada Kal Tire Full time

Reporting to the Operations Manager, Field Service, the
**Field Service, Assistant Manager** is responsible for timely delivery of the mobile services program within their operating region. Working collaboratively with their Operations Manager, Field Service, the Assistant Manager is responsible for the 24/7 execution of the service delivery by the field service technicians.

With a strong focus on off-site operations, fleet management, inventory management and supporting organizational initiatives the role ensures performance excellence in the field through the modelling effective leadership behavior. The Assistant Manager delivers results by creating a diverse and inclusive culture focused on safety and operational standards that drive our competitive advantage in the marketplace.

**Core**
**Responsibilities**
- Drives results and is responsible for the day-to-day performance of the field service technicians relating to efficient service, safety, culture and implementing and coaching standard operating procedures
- Responsible to ensure the optimization of the field service technicians on a 24/7 basis
- Promotes a culture of accountability for safety, efficient service, and customer service across the team
- Collaborates with Operations Manager to align budgets and plans that support zone and regional targets and understands the key performance metrics
- Maintains an active in-field leadership presence for the operation; supports continuous improvement of the operation
- Manages the operations vehicle fleet, in accordance with Kal Tire’s ready to service standards
- Inventory management responsibility, ensuring proper process and controls are followed
- Works closely with the Operations Manager to understand customer’s service level agreements and ensures the operational execution
- Collaborates closely with the Field Service Support Teams (Billing and Centralized Dispatch Service teams)
- Creates a shared understanding of operational excellence across the field service technicians through visible leadership and ensures accountability to and alignment with operational standards
- Assesses performance of the team through off-site observations. Coaches for improvement and mentors field service technicians in these practices.
- With support of the Operations Manager, Field Service analyzes the Profit and Loss statements for the operation and ensure technicians executes on the best practices to grow sales and improve profitability
- Engages with the Operations Manager to understand and execute the operations plans
- Support change and continuous improvement initiatives in the operation; implements the changes, ensuring adoption and manages resistance
- Builds a diverse and inclusive team by continually developing field service talent to improve the operations performance

**Experience**
- 2-3 years of experience within the tire or roadside field service industry
- People management - Demonstrated ability to lead a remote/offsite team of 5-10

***

**Knowledge,**
**Skills**
**and Abilities**
- Demonstrated knowledge of executing to a corporate standard (Kal Tire operation management _& _Kal _Tire Way_ operational behaviours)
- Demonstrated behaviours within the areas of: Leadership, team management in both direct report and remote settings, safety and business management
- Strong planning and organizational skills
- Effective communication skills
- Change leadership skillset
- Ability to create and sustain culture change to ensure accountability for operational excellence
- Manage multiple initiatives and issues
- Exceeding operational targets and metrics

**Education**
- Grade 12 diploma or equivalent combination of experience and education

**Special Requirements**
- Daily Off-Site visits to coach, mentor and train team members in the field / minimum 50% of time in the field
- Weekend and evening coverage when required

**About Kal Tire**
Kal Tire is the largest independently owned tire dealer in Canada with over 250 locations. Our business philosophy centers on exceeding our customers’ expectations and relies on our entrepreneurial team members to provide exceptional customer service.

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