Servicemanager - Compact Equipment

The Service Manager will effectively plan and manage our Dealership’s shop to meet customer expectations. This position is responsible for the day-to-day operational requirements of the service operation, as well as helping to set the strategic goals for the service department. The Service Manager is accountable for many different aspects of the service operation including providing leadership, ensuring safety, as well as responsibility for dealer development, training, warranty and technical support.

WHAT WE OFFER:

• Opportunities to grow internally – prefer to promote within
• Full benefits + RRSP Matching Program
• Competitive salary + profit sharing
• Paid vacation + personal days

KEY ACCOUNTABILITIES:

• Develop and maintain effective communications and relationships with customers
• Maintain CDK in order to ensure effective and full utilization of the system and to ensure that all service function informational and work order management information needs are met
• Drive results by developing and managing short and long-term planning strategies, processes, and events that foster a positive experience for internal and external customers
• Oversee warranty policy and administration to ensure maximum warranty cost recovery, minimization of current assets employed in warranty and minimization of the Company’s warranty risk exposure and cost
• Coordinate the utilization of all necessary and/or available resources in the investigation, analysis, and reporting of significant product deficiencies by obtaining product deficiency information from branch and consolidate it into monthly summary reports which analyze critical unsolved problems, corrections and/or commitments, and financial risks
• Provide a safe work environment by enforcing safety policies, cooperating with shop safety policies and participating in site specific safety programs
• Collaborate with the Service team, to create, monitor and implement the scheduling plan to effectively manage workload, support business objectives and maximize productivity
• Seek opportunities where the Company has the potential to achieve relative competitive advantage
• All activities related to the shop service function of welding, shop support, and mechanical services operations involving the installation, maintenance and repair of equipment, and spare parts

SPECIFIC SKILLS:

• Strong customer relationship management and negotiation skills
• Excellent verbal, written and interpersonal communication skills
• Strong leadership, coaching, mentoring and human resource management skills
• Strong organizational, prioritization and time management skills

KNOWLEDGE:

• Sound knowledge of equipment products and services as managed through a dealer relationship
• Proficiency in MS Office Suite and service support systems
• Strong knowledge of Warranty and Good Will practices and budget forecasting
• Quoting repair options and repair structure, Service Work In Progress (WIP) management process and financial impacts, mechanical aptitude and up selling
• Knowledge of CDK an asset

KEY QUALIFICATIONS:

· Post-secondary education in a business or mechanical discipline

· 5 - 10 years in a mechanical service environment

· 3 - 5 years supervisory or team leadership experience

· 5 - 10 years customer service experience, equipment dealership experience and/or service

• Ability to supervise work assignment and allocation of technician's time to ensure best utilization in the shop

· Experience with diesel engines, hydraulics and electrical

· Prior product line, General Line technical and/or Power Systems technical experience

· Effective interpersonal skills, including tact and diplomacy with a variety of individuals and groups

· Knowledge and ability to enforce compliance with safety rules and regulations; to minimize injuries and meet regulatory requirements

· Skill in examining and improving operations and procedures

· Planning and organizational skills, including the ability to meet deadlines and complete projects

· Knowledge of parts distribution and parts management

· Knowledge of electrical, welding and mechanical trade repairs and maintenance

· Knowledge of customer service standards and procedures

· Ability to analyze and interpret financial data and prepare financial reports, statements and/or projections

• Passion for leadership and management
• Ability to mentor and train employees