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Regional Service Operations Leader
2 months ago
Position Overview
Brandt is experiencing significant growth and is in search of a Field Operations Manager to oversee the Southern Ontario region. This role is pivotal in providing direction and assistance for customer-facing service support functions. The Field Operations Manager will implement our strategic business initiatives and supervise the development of branch service teams. The primary objective of the service field teams is to enhance the profitability of the service departments. As a key leader in this region, your role will involve mentoring and guiding your teams as they engage with customers. Effective planning, processes, and communication strategies must be established to coordinate with the Branch network, which is essential for delivering frontline support to our clientele.
Key Responsibilities
- Implement our customer support business strategy to differentiate our parts and service operations, ensuring they are both customer-centric and profitable.
- Assist branches in developing and executing succession plans for key roles within each store.
- Conduct monthly financial reviews with your teams to identify areas for improvement.
- Formulate strategies to enhance performance across all departments.
- Review branch visit evaluations and ensure clear action items are established for your stores.
- Promote and support the adoption of 5S and Lean methodologies as they are introduced to new locations.
- Ensure compliance with dealer audit standards at the branches.
- Work collaboratively with Division and Regional CSA managers to provide uniform support across stores.
Required Skills
- In-depth knowledge of heavy machinery dealership operations.
- Comprehensive understanding of customer support processes, particularly in service operations.
- Proficient in interpersonal communication, negotiation, and conflict resolution.
- Awareness of products, market dynamics, and competitive landscape.
- Strong grasp of branch service operations.
- Financial literacy with a focus on branch general ledgers.
- Ability to impart financial knowledge to management teams.
Required Experience
- Extensive knowledge of heavy machinery dealership practices.
- Solid understanding of customer support processes, specifically in service operations.
- Expertise in interpersonal communication, negotiation, and conflict resolution.
- Familiarity with products, customers, markets, and competitors.
- Thorough understanding of branch service operations.
- Financial acumen with an emphasis on branch financial statements.
- Capability to educate managers on financial matters.
