Regional Service Manager

7 months ago

Surrey, Canada Brandt Full time

Brandt is currently seeking a Regional Service Manager-Positioning Technology for our Surrey 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 GeoPositioning 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 & RESPONSIBILITIES

Service and product support
- Manage service workflow to ensure work is planned, scheduled, assigned, and completed on time and within quoted costs
- Keep our ticketing software current to reflect the status of active open work orders within the department
- Meet company and customer expectations for quality of work in our bench service and electronic field technicians
- Prepare accurate quotes for customer work orders and ensure work orders are closed and processed in a timely manner
- Meet, communicate with, and work with customers to resolve the causes of customer complaints
- Collaborate with the regional sales teams to align the customer experience
- Work with parts and sales to coordinate parts, inventory, and service delivery
- Ensure work is performed according to established safety and industry standards
- Ensure standards, policies, and reporting practices work orders, warranty, parts return, and credit are met
- Ensure equipment and facilities are available and safe for employee use
- Identify and present market trends to our Training team so that their product offering can be improved
- Collaborate with corporate product support group on improving parts customer satisfaction, and service department profitability and effectiveness

Financial
- Develop and manage the annual service department budget to achieve objectives compatible with the branch’s and Brandt’s overall financial and operational goals
- Monitor achievement on a monthly basis, and takes steps to address gaps in expected performance
- Submit all warranty claims correctly and within the required timeframe to receive maximum allowable credit
- Monitor and close WIP daily
- Manage paper flow to ensure all service revenue, expenses, and activities are timely, accurate, and completely recorded

Employee supervision and management
- Follow company policies, procedures, and practices for employment and employee relations
- Use time tracking tool for all technicians
- Ensure the progress of all work orders is tracked and reported
- Receive and manage work orders from our Centralized call center
- Minimize work-related injuries and illnesses by ensuring that all work in the department is performed safely and that occupational health and safety standards are met
- In coordination with the Manager of Integrated Services and Human Resources, recruit, hire, and retain service personnel
- Identify gaps is capabilities and arrange training opportunities as required
- Ensure equipment manufacturer standards for training and certification are met
- Review employee performance against goals on an ongoing basis, and document individual employee performance annually
- Other duties as assigned

Required Skills
- Has a solid foundation of knowledge and skill in the operation of an equipment dealership
- 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 directly with customers
- Able to communicate effectively and professionally with customers, employees, and branch personnel at all levels
- Has the confidence, critical thinking, knowledge, and technical skills to assess and solve customer, business, and personnel problems effectively and efficiently
- Demonstrates a strong commitment to occupational health and safety

Required Experience
- 5-7 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 product
- Must be able to travel to customer sites, and as required troubleshoot and or resolve customer issues

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