National Service Director Jobs

The National Service Director is an experienced manager with several impactful achievements. Cartesian, curious, and process driven, the Director will oversee a team of over 150 employees and counting which also include a direct team of five Service Directors.
The successful candidate thrives on challenges and excels in performance management, continuous improvement projects, complex process mapping, and customer satisfaction. The National Service Director quickly masters new technologies and has successfully completed various service-related system implementations. Available to travel min 30% of his time.
We are the Canadian leader in telehandlers and are experiencing significant national expansion. Working at Manulift means joining a team of passionate people and seeing that your daily actions have a direct impact on the company’s success. We are known for offering innovative solutions that optimize the productivity and profitability of local businesses.
Main Responsibilities

• Develop a performance evaluation process for Technicians, Foremen, and Service Managers in collaboration with the VP of Operations.
• Support the technical team in the effective management of problematic cases with customers and suppliers by minimizing settlement times.
• Implement a culture of continuous improvement at all levels of your department.
• Make process improvements based on issues identified internally and by our clients.
• Determine and implement a standard for: visit times, shop/road foremen checkpoints, and technical support.
• Promote health and safety in operations and infrastructure in addition to participating in OHS meetings.
• Propose different performance indicators and bonus plans.
• Structure and implement a production planning strategy by optimizing repair times, workshop/road maintenance, and the priority chart.
• Ensure national standardization of operations and working methods.
• Optimize the quoting processes including the level of quality and deposition.
• Build a work order audit checklist.
• Resolve disputes and problematic quotes.
• Collaborate with the VP of Operations and the satisfaction department to ensure total customer satisfaction.
• Monthly analysis of national performance against expected standard repair times.
• Set up a mechanical training plan with technical support and the training department.

Experience And Qualifications

• Able to maintain a positive, encouraging, and motivating work environment.
• Bachelor’s degree in Administration, Industrial Engineering, or Mechanical Engineering.
• Graduated in mechanical field.
• Minimum of 10 years of management experience, including 5 to 7 years in an executive position (+100 employees).
• Must be available to travel min 30% of his time.
• MBA, additional training in project management (PMI) or continuous improvement is an asset.
• Interest and ease with financial figures and statements.
• Structured and cartesian with a creative sense and good stress management.
• Must have perfect command of French and English both verbally and in writing.
• Experience in training development.

Why Manulift?

• Free parking;
• Corporate clothing (winter coat, jacket, shirts, etc.);
• Membership credit for a gym or a physical activity;
• A solid industry, operating in several growing markets;
• Flexible hours and days of personal leave;
• Generous referral bonuses (between $ 1,500 and $ 5,000 depending on the position);
• Virtual Medical Services 24/7 (EQ Care), group insurance and RRSP;
• Career advancement opportunities across Canada.