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Field Operations Manager
3 weeks ago
Reporting directly to the Market Manager the **Field Operations Manager (FOM) **is responsible for supporting the management of field staff who deliver propane and service propane equipment within a designated geographic area. This will include aspects of people management; including recruitment, training and onboarding, coaching and corrective actions. The Field Operations Manager will ensure that the facilities and fleet are operated safely, while driving and reinforcing a strong safety-culture within the market team. The FOM will execute their work and provide leadership and instruction with care to mitigate operational costs while ensuring the delivery of exceptional customer service.
**KEY ACCOUNTABILITIES**:
1. Lead, mentor, coach and develop field staff by providing clear direction, guidance and support, in coordination with the overall strategy and objectives:
- ensure compliance in safety, training, licensing and regulatory requirements;
- collaborate with Customer Experience Centre to oversee day to day operations and liaison on staff scheduling and daily incidents;
- leverage systems, procedures and controls and reinforce consistent practices;
- promote and enforce exceptional customer service and foster a culture of continuous improvement;
- instill a sense of professionalism and excellence within the team, driving high levels of engagement;
- develop a talent pool within the team for Superior Propane’s current and future success.
2. Collaborate with Delivery and Service Coordinators to obtain feedback on day to day operations of the field team and provide feedback on scheduling. The Delivery and Service Coordinators will adjust scheduling if needed and identify successes and/or issues (performance, attendance, safety, customer service) for the Field Operations Manager to act upon.
3. Travel to various locations within the assigned geographic area to ensure that facilities and fleet operations are safe and meet (or exceed) regulatory requirements by conducting safety reviews and participate in monthly safety committee meetings.
4. Conduct regular communication meetings providing leadership and direction to field staff, educate on business results and the achievement of business metrics and receive feedback from field staff.
5. Educate and enforce safe work practices, vehicle maintenance and care, customer service objectives and business performance employing standardized Superior Way practices.
6. Oversee training and ensure that the employees are exhibiting the proper skills and competences. Identify any gaps and coordinate and/or engage the necessary teams to facilitate training.
7. Proactively manage performance, customer service and safety issues by consistently utilizing and enforcing establish processes and procedures. Liaison with functional area experts as needed.
8. Support the recruitment process for new employees including conducting interviews, completion of pre-certification processes, completion of required documentation (Staff Requisition and Employee Advice), delivery of offer letters and new employee orientation and training.
9. Improve efficiency, eliminate redundancies and ensure the effective delivery of product and services to customers.
10. Support market P&L results within their span of control with focus and attention to expense management and operational efficiencies. This includes managing labour expenses, approving hours worked, over time, for seamless bi-weekly payroll transmission and intentional and calculated management of resources (equipment, assets, and fleet) in partnership with the Market Manager and regional team.
11. Collaborate and work directly with the Market Manager and regional management to deploy business initiatives and execute operational and strategic objectives.
12. Represent the field and their perspective, share their concerns and successes by providing feedback to regional managers, the Customer Experience Centre and national office.
**QUALIFICATIONS**:
- Post-secondary diploma or equivalent training.
- A minimum of three (3) years’ experience in a field operations and/or supervisor role.
- Strong business acumen with a good financial understanding and previous P&L accountability
- Good understanding of transportation and distribution as well as technical competence is required.
- Previous experience in the propane industry or related technical field would be an asset.
- Good analytical, decision making and problem-solving skills.
- Working knowledge of provincial regulatory requirements with respect to propane handling.
- Excellent collaboration and interpersonal skills
- Superior communication skills (verbal & written) and the ability to present information to a variety of audiences.
- Ability to lead and manage change; to coach and mentor performance development.
- Proven track record of recognizing and providing good customer service.
- Good computer skills (Windows, Outlook, JD Edwards).
- A valid driver’s license and
