Service Operations Manager

Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec offering complete service solutions including maintenance programs, parts supply, and training.

**WE OFFER**
- Car allowance
- Competitive compensation
- Tuition reimbursement
- Comprehensive benefits such as: medical insurance, dental, vision, long term/short term disability, life insurance, and more
- Pension plan
- Boot allowance
- Opportunities for advancement and ongoing professional development

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Responsible for the financial performance, personnel development, and the day-to-day activities of the service function of a branch office. Design and/or review and implement service policies and programs. Reporting to this position are any of the following positions: Service Customer Care, Field Service Manager, Shop Manager, and Shop Supervisor. This position reports to the Branch Manager.

Oversee Branch Servicing Activities
- Monitor repair jobs in-house for quality, timeliness, and efficiency. Monitor compliance with warranty and with planned maintenance and full maintenance contracts. Conduct meetings with service personnel to coordinate activities and discuss issues. Coordinate service activities with parts and sales departments. Participate in servicing decisions for purchased used equipment.

Recruit, Develop and Evaluate Personnel
- Select, train, develop and counsel direct reports. Travel on repair calls to discuss approaches and performance. Conduct training on products and techniques with individuals and groups. Make compensation recommendations to Branch Manager or General Manager - Branch Operations. Communicate compensation decisions to all direct reports. Work with Human Resources department on any complex personnel situation, such as employee discipline or terminations.

Develop Service Sales Strategies and Coordinate with Other Departments
- Conduct and participate in service meetings. May also plan account strategy with customer service salespeople individually or with other managers. Confer with Branch Manager, General Manager, and other home office personnel. Coordinate activities among Parts Manager, Sales Managers and used equipment sales/leasing/rental/loan activities. Review and/or approve pricing for planned maintenance contracts, full maintenance contracts and repair jobs. May coordinate and/or participate in product demonstrations.

Service Accounts
- Maintain direct contact with current or prospective customers at end user locations. Participate in customer service for key accounts, complex transactions, upset customers, other extraordinary situations, or routine visits.

Miscellaneous
- Ensure compliance with all environmental and safety regulations. Review aftermarket sales revenue and cost projections. Prepare budget for Branch Manager and revise as necessary. Track financial performance, identify variances, and take appropriate actions. May be responsible for branch facility maintenance, safety, and security. Perform other duties as assigned.

**KNOW HOW & EXPERIENCE**
- A two-year college diploma with five to eight years of Material Handling industry experience is preferred.
- Valid driver’s license.
- Computer skills and working knowledge of Outlook, Excel, and Word programs.
- Excellent communication and interpersonal skills required with demonstrated customer relations ability.
- Demonstrated problem solving and decision-making skills, with excellent organizational and planning skills.
- Technical experience is preferred.

**Please note that we currently require all new hires to complete a criminal reference check to be eligible for employment.**

We are an equal opportunity employer. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code, Crown Lift Trucks Canada will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment, selection, and/or assessment process, please inform Human Resources of the nature of any accommodation(s) that you may require to ensure your equal participation.

HP