Branch Service Manager Jobs

Branch/Service Manager – Prince George

SUCCESS PROFILE

Position Purpose

The Branch/Service Manager – Prince George will manage all branch operations in a way that ensures the profitability, success, and growth of GRL’s operations in Northern BC. As the branch management contact for field and in-shop service, the Branch/Service Manager is accountable for service execution, team effectiveness and customer satisfaction. The Branch/Service Manager will be a part of the larger GRL management team and actively liaise with internal departments to maintain quality control and achieve branch service goals.

Core Accountabilities

Branch Management

• Maintains all aspects of branch operations, from staffing to facilities management, budgeting and accounting procedures, service, and shop operations.
• Performs the role of branch ambassador in the community, acting as the face of GRL in a positive public relations capacity.
• Maintains the physical plant in working order, including HVAC, lighting, and office and shop safety and security.
• Addresses operational concerns such as IT, safety, order fulfillment and logistics with the Senior Director of Operations.

Service Execution – Field and Shop

• Dispatches field technicians and assigns appropriate resources, whether routine or after business hours.
• Performs and directs the accurate execution of service quotes and orders.
• Dispatches, completes calls in a manner the balances dispatch flow, customer requirements, and costs incurred by GRL Service.
• Works with the Service Writer on scheduling and maintaining Schedule in Signature Service; uses GRL's various software platforms with proficiency: GP, Signature, Schedule and HubSpot.
• Reviews all technician equipment inspections to ensure they are accurate and allow GRL to proficiently quote repair work.
• Performs Operator Training in BC, including internal train-the-trainer sessions.

Service and Team Development

• Manages the timely staffing of the Branch and Service Department, including hiring, onboarding and training new hires, including field service technicians, shop mechanics and apprentices.
• Engages direct reports and facilitates their ongoing development through timely performance feedback and ongoing training; seeks their input in continuously improving the operations of the Service Department.
• Drives the development of the PG Service Department through planning for additional resources, procedure changes, staffing and assignment of work.

• Supervises Service Department team members. Directs the appropriate assignment of jobs, ensuring mechanics have the current applicable training and skills development to perform best work practices in a safe environment.

Service Assets

· Manages service-related assets such as the shop, service trucks, tools, and equipment to ensure assets are fully functional and sufficient to meet the growing needs of the department.

Account Management

• Ensures deposits are done appropriately prior to commencing service work.
• Through quality workmanship and business development efforts, looks for business expansion efforts with current and new customers.
• Reviews customer accounts to ensure work being performed is within their credit limits and account is in good standing.

Warranty Administration

· Submits warranty claims to appropriate vendor for service area.

· Approves GRL customer warranty claims.

GRL Team Contribution

• Co-operates with other GRL departments as the Prince George Branch liaison and representative of a GRL Service Department. Attends and actively participates in company service and sales meetings as requested.
• Maintains current knowledge of primary and secondary products and technologies and related work practices.
• Collaborates with GRL management on company-wise Service Department processes, standards and best practices.
• Complies with accounting procedures and account collection tasks.

Location

• Travel as required to meet business and customers needs ie. regional customer locations for account management, to make introductions, operator training or perform service follow up.
• Based out of Prince George

Key Relationships and Interactions

• Reports to the Director of Service
• Key Collaborations: Director of Service, GRL accounting/administration staff, Product Specialist, Inside Sales, Service Managers in Delta, and Red Deer
• Key external interactions: customers, prospective customers, vendors
• Direct reports: Service Writer, Shop and Field Technicians

Success Measures

Financial Performance – Healthy margins are achieved in accordance with GRL goals. Labour costs are well managed. Service sales are steadily growing.

Team Leadership – Facilitates team well-being and productivity by offering constructive suggestions for more efficiently managing workflow and enhancing communication in the workplace. Champions a culture of accountability and optimal utilization of staff and service resources. When appropriate, seeks support from other GRL leaders and peers/departments when making decisions.

Service Effectiveness – Efficient, timely and accurate execution of service work orders, from initial call through to invoice prep. Service jobs move efficiently through all stages, from work order creation to post service follow up, without disruption caused by unexpected parts shortage, poor communication, or scheduling errors.

Quality Control - Ensures quality control of all GRL shop and field jobs as measured in part by a call back performance metric of 2%. Targets and maintains 100% Customer retention.

Customer Service - Builds customer confidence, ensures commitments to customers are met, clearly communicates requirements internally; continuously searches for ways to improve customer service. Customer feedback reflects appreciation of clear, timely, accurate and professional communication.

The Person:

The ideal candidate will bring the following:

§ Relevant industry and branch operations/service management experience, ideally in a customer-facing role.

§ Mechanical background and technical knowledge of heavy-duty off highway mobile equipment is preferred.

§ Experience working in and/or managing in a remote environment where staff are deployed to field assignments, and branch operations are some distance from head office.

§ Demonstrated success in supervising administrative staff, along with mechanics and apprentices and creating a high performing workplace.

• Communication proficiency at all levels in a service environment, including managing requests and inquiries in a professional, diplomatic, and service-driven manner. Able to provide appropriate guidance and constructive feedback to team members.
• Proficient in or can learn various business software such as Dynamics GP, Signature Service, HubSpot CRM, Microsoft Office (Word, Excel, Outlook, Teams).
• Willing to travel by vehicle locally/regionally on a periodic basis.
• The ability to multitask and stay organized in the face of changing customer priorities and revisions to scope of work.
• Proactive and solution oriented, working with others to enhance processes and internal resources, willing to help out where needed.