Branch Service Manager

We Offer
- Comprehensive Medical and Dental Benefits
- Employer RRSP Matching Program
- Annual Health/Wellness Spending Accounts
- Professional Growth & Development

Summary

The Branch Service Manager is responsible for Field Service, Parts, and Facility Management. The BSM will promote, sell, and professionally execute after-sales services with the goal of achieving our Field Service and Parts Sales and Income targets. Ensures Customer Agreement sales and retention targets while achieving major and regular repair goals. Provides direct reports with leadership and mentoring to accomplish optimum productivity and loyalty. Act as the primary point of contact for all matters related to the building and infrastructure of the office. Fosters a Total Power Team climate of proactive communication and collaboration to give our customers and team a positive experience.

What You’ll Do - The Role (Responsibilities)
- Provide direction and support to Service Sales Representative, Technicians, Parts Shipper, and Administrative Support Staff. Hold them accountable for quality, productivity, and customer service.
- Coach, mentor, and lead the services team to achieve sales and gross margins. and income results that exceed forecasts
- Direct support and responsibility of Service Sales Representatives in achieving new agreement sales targets, major repair, and Agreement retention rates.
- Communicating, explaining, and reinforcing company; goals, objectives, plans and strategies.
- Increase technician productivity with the objective of improving our competitiveness and increasing income.
- Provide leadership in achieving service metrics targets.
- Project manage major repairs and special projects ensuring the proper number of hours and material is quoted with on time service delivery.
- Develop and enforce procedures that will increase warranty compensation. Work directly with Generac and other suppliers on dispute resolution and denied claims.
- Utilizing all available resources effectively, champion significant failures to ensure they are completed in an expedient and cost-effective manner.
- Responsible for field service accounts receivable issue resolution. Take a proactive approach in resolving customer complaints and disputes. This will involve direct customer contact with predetermined concession negotiation authority.
- When requested, evaluate repair quotes to ensure the proper number of hours and material is quoted.
- Lead contact for facility - landlord communication, alarm system, keys, cleaners, inspectors, fire extinguishers, life safety inspections, etc. Identify and report any necessary building repairs, obtain estimates, and coordinate repairs upon approval.
- Responsible for ensuring a professional and safe work environment for all employees. Report any unsafe work environment to the Company health and safety officer or employee relations matters to HR.
- Assist technicians in determining if they should proceed or stop work on startups, load banks, and other service activity where H&S or site preparedness has been raised as an issue.
- Assist HR with employee relations, investigations, disciplinary actions, and onboarding of new employees.
- Manage uniforms, PPE, tool requirements & load bank maintenance.
- Manage and approve technician overtime and related time sheet review and approval.
- Complete a “Work With” with each technician a minimum of 2 times per year. This valuable time will be used to encourage feedback and recommendations plus ensuring appropriate Service Delivery, Technician On Site
- Performance, and Health and Safety levels. Work With requirements will increase with new technicians as needed.
- Consult with Manager Technical Services to achieve training required to service the branches’ equipment base.
- Ensure the coordination and scheduling of maintenance and repair always prioritizing emergencies and verifying credit worthiness. All scheduled service appointments are to be kept. In circumstances beyond our control make sure the customer is contacted prior to the scheduled appointment and advise them of the change.
- Other tasks and responsibilities as may be required from time to time consistent with the position of Field Service Manager and the job description and duties set out herein.
- Coach, mentor and lead the team to achieve Service sales, Field Service and Parts sales, gross margins and income that exceed forecasts.
- Hold the service team accountable for budgets, activities, customer commitments, metrics, and customer service.
- Present new ideas for revenue growth.
- Provide budgets, forecasts, and operational objectives as requested and required.
- Lead quarterly branch meetings.
- Coordinate annual roundtable and town halls.
- Organize a minimum of two social events annually.
- Human resource duties include timely annual and semi-annual employee reviews, recruiting, compensation, team building events, disciplinary action, employee development, safety, and training.
- Befo