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Regional Service Operations Leader

2 months ago

Mississauga, Ontario, Canada Brandt Full time

Position Overview

Brandt is actively seeking a Field Operations Manager to oversee our service operations in the Southern Ontario area. This role is pivotal in providing direction and support for customer-facing service functions. The Field Operations Manager will implement our strategic objectives and manage the development of our branch service teams. The primary goal of these teams is to enhance the profitability of our service departments. As a key leader in this region, you will mentor and guide your teams in delivering exceptional customer support.

Key Responsibilities

  • Implement our customer support strategy to ensure our parts and service operations stand out and remain profitable.
  • Assist branches in developing succession plans for key roles within their teams.
  • Conduct monthly financial reviews with your teams to identify areas for improvement.
  • Formulate strategies to enhance the performance of each service department.
  • Monitor branch visit evaluations to ensure clear communication of action items.
  • Promote 5S and Lean methodologies as they are introduced to new branches.
  • Ensure compliance with dealer audit standards across all locations.
  • Work collaboratively with Division and Regional Customer Support Managers to provide consistent assistance to branches.

Essential Skills

  • In-depth knowledge of heavy machinery dealership operations.
  • Understanding of customer support processes, particularly in service operations.
  • Strong interpersonal skills, including negotiation and conflict resolution.
  • Familiarity with products, customer demographics, market trends, and competitors.
  • Comprehensive understanding of service branch operations.
  • Financial expertise with a focus on branch general ledgers.
  • Ability to impart financial knowledge to management teams.

Required Experience

  • Extensive knowledge of heavy machinery dealership practices.
  • Proficient understanding of customer support processes in service operations.
  • Demonstrated skills in interpersonal communication, negotiation, and conflict resolution.
  • Insight into products, customers, markets, and competitors.
  • Strong grasp of service branch operations.
  • Financial acumen focused on branch general ledgers.
  • Capability to educate managers on financial principles.