Product Support Manager

2 weeks ago

Hearst, Canada Brandt Full time

Brandt is currently seeking a Product Support Manager for our Hearst Construction & Forestry location. This position will be responsible to grow and manage the service-related business, particularly through increased customer sales and maintaining proper staffing levels. This position will also manage the parts department operations including supervision of parts staff.

Job Duties include, but are not limited to:

- Managing service workflow
- Enforcing standards, policies, and reporting practices are followed to established standards
- Development and management of the Service Department budget to meet financial and operational goals
- Preparing quotes for customer work orders; opening & closing work orders
- Inspect/operate customer equipment as part of resolving concerns/diagnostics
- Monitor service revenue and expenses monthly
- Ensure work is performed according to established safety and industry standards
- Reviewing employee performance against goals on an ongoing basis
- Accountable for managing all aspects of parts inventory within parts system
- Optimize Parts Department processes to ensure internal and external customer satisfaction
- Grow profitable parts sales
- Coordinates a prompt, efficient, and timely flow of paperwork.
- Ensure cohesiveness of Parts and Service departments to ensure a timely turnaround of parts needed for internal jobs.
- Assists in analyzing departmental operations and storage layout and revises as needed for maximum effectiveness
- Maintain a high performance parts team through hiring, training, coaching, mentoring, and performance management in a safe environment
- Exercise disciplined expense control
- Ensure superior external and internal parts customer service through staff scheduling to cover business hours
- Work with product support and manufacturing groups to source and stock internally manufactured product parts
- Develop annual parts sales business plan and budget to include support to other Brandt branches
- Work with the Sales departments to maximize cross marketing opportunities

LI-onsite

**Required Skills**:
Required Experience
- Demonstrates a strong commitment to occupational health and safety
- 5-7 years’ progressive, combined experience in service & parts, management and business (i.e. journeyperson heavy duty mechanic, combined with 3 years’ management/supervisory experience in the heavy duty equipment industry
- Has a solid foundation of knowledge and skill in the operation of a heavy duty equipment dealership
- Warehouse management experience considered an asset
- Demonstrated ability to organize work, set priorities, and achieve work related objectives and goals
- Demonstrates a strong customer service orientation, and exercises sound judgment when dealing with customers

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