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Regional Service Operations Leader
3 months ago
Overview
Brandt is expanding its operations and is in search of a Field Operations Manager to oversee the Atlantic 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 enhancement of service teams across our branches. The primary objective of the service field team is to enhance the profitability of service departments. As the principal figure in this region, the Field Operations Manager will be responsible for mentoring and guiding the team in their customer support efforts. Effective planning, processes, and communication strategies must be established to coordinate with the branch network, which provides essential support to our clientele. The position requires travel, but the ideal candidate can be located anywhere within the designated region.
Key Responsibilities
- Implement our customer support strategy to ensure that our parts and service operations stand out to customers and are financially beneficial for the organization. Supervise the effective execution of these strategies through branch operations.
- Assist branches in developing and maintaining succession plans for key roles.
- Analyze branch financial performance and conduct monthly reviews with the team to identify areas for improvement.
- Formulate strategies for enhancing the performance of each department.
- Review and follow up on branch visit evaluations to ensure clarity on action items.
- 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.
- Collaborate with Division and Regional Customer Support Account Managers to provide uniform support for the stores.
Essential Skills
- Comprehensive knowledge of heavy machinery dealership operations.
- Understanding of customer support processes, particularly in service operations.
- Proficient in interpersonal communication, negotiation, and conflict resolution.
- Awareness of products, customer needs, market trends, and competitors.
- Strong grasp of branch service operations.
- Financial literacy with an emphasis on branch general ledgers.
- Ability to impart financial knowledge to management personnel.
Required Experience
- In-depth knowledge of heavy machinery dealership practices.
- Familiarity with customer support processes, especially in service operations.
- Expertise in interpersonal communication, negotiation, and conflict resolution.
- Insight into products, customer demographics, market dynamics, and competition.
- Thorough understanding of branch service operations.
- Financial acumen focused on branch financial statements.
- Capability to educate managers on financial principles.
