Field Service Manager

7 months ago

Drummondville, Canada Crown Lift Trucks ULC Full time

We are currently hiring a Field Service Manager to join our growing team

Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec offering complete service solutions including maintenance programs, parts supply, and training.

Perks and Benefits
- Vehicle allowance
- Tuition reimbursement for any program or course of your choice
- Comprehensive benefits such as: medical insurance, dental, vision, long term/short term disability, life insurance, and more
- Pension plan
- Company provided cellphone
- Opportunities for advancement and ongoing professional development
- State-of-the-art training facilities

The Role

Reporting to the Service Manager, this position is responsible for managing all service functions including maintaining customer relationships and new business opportunities within the filed. This position assists in skill development and improving overall contributions of our Technicians (mechanics) within the field. Field Service Managers are results-orientated self-starters and team players, with strong communication and customer service skills.
- Actively pursue new business and following up on leads for new service business
- Prepare customer service repair quotes and obtain customer approval. Provide customers with maintenance cost reports as needed
- Handle customer and service complaints and issues related to service work. Maintain good customer relations
- Direct and manage technicians assigned to the field. Review technicians’ paperwork and timecards
- Train and oversee the Technicians in proper safety practices for servicing and operating equipment including a company vehicle. Oversee inspection, diagnosis, troubleshooting, and repair of lift trucks and other equipment
- Communicate with branch management and other branch personnel on field service work status
- Participate in recruiting and interviewing activities
- Perform employee performance reviews
- Work with people services department and management on disciplinary actions
- Administer Crown’s goals and policies through regularly scheduled service/safety meetings
- Maintain paper flow, records, and reports as needed for efficient operation of the department. Coordinate and follow through on factory service requests, tests, and field modifications
- Assist accounts receivable staff with past due service accounts
- Oversee the maintenance of the service vehicles, tools, and equipment
- Complete all training as required
- Perform other duties as assigned

Education and Qualifications
- High school diploma
- Valid driver’s license
- Basic computer skills; knowledge of Microsoft Excel
- Technical and repair knowledge is preferred
- Industry related training and/or one to two years of prior experience is preferred
- Good organizational, customer service, communication, and interpersonal skills required

Please note that we currently require all new hires to complete a criminal reference check to be eligible for employment.

We are an equal opportunity employer. Crown Lift Trucks Canada will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require to ensure your equal participation.

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