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Service Manager
2 weeks ago
Position Summary:
The Service Manager is responsible for the overall management and performance of the local Service Department. This includes overseeing the Technicians and working closely with the Service Dispatchers, ensuring smooth operation of the Service Team. Effective in their communication, the Service Manger must provide direction, support and act as resource for the department. The Service Manager is committed to a proactive focus on growing the Service business. They are a key contact for all other Business Units, as well as Retail Customers when issues arise.
Duties & Responsibilities:
- Manage the performance and development of the Service Department staff. This includes driving accountability of the team members, staffing the department appropriately and facilitating proper training.
- Work closely with the Human Resources department on Labour related or sensitive personnel issues.
- Develop and conduct “Spot Checks” on teams' performance as it relates to safety, process and quality control.
- Contribute to continuous improvement by leading or supporting LEAN initiatives, improving the overall efficiency of the department.
- In a fiscally responsible manner, proactively manage the service fleet as it relates to vehicle purchases, replacements, repairs and maintenance.
- Conduct weekly toolbox meetings with the local Parts and Service team.
- Explore new ways to be profitable and to provide new services to our customers, as a means of staying in front of our competition.
- Work in partnership with our other Internal Business Units to develop and grow key customer accounts while generating new business and revenue streams.
- Actively addresses customer service issues and/or customer disputes.
- Closely manage Key Performance Indicators that relate to the Service Department.
- Strategically analyze the financial statements, utilizing them as a tool to drive the profitability of the department.
- Effectively communicate upwards through weekly reporting.
- Advocate and drive compliance on all corporate safety initiatives, policies, and programs.
- In cooperation with all business units, maintain or work towards COR (Certificate of Recognition) designation for the branch.
- Additional duties may be assigned based on local and departmental needs.
Job Requirements:
- Post-secondary education in Sales, Business, Management or a related discipline is considered an asset.
- Mechanical knowledge of heavy machinery or materials handling is considered an asset.
- Proven leadership and prior management experience required (minimum five years of experience in a supervisory role).
- Strong computer skills using Microsoft Office (Excel, Word and Outlook).
- Superior skills in organization and planning.
- Interpersonal skills with the proven ability to communicate with individuals at all levels of the organization.
- Futuristic/Visionary focus.
- Adept at multitasking and coping with conflicting priorities.
- Confident self-starter and team player.
