Regional Service Manager - Positioning Technology

Description du poste

Brandt is currently seeking a Regional Service Manager-Positioning Technology for the Quebec and Atlantic region reporting to either our Laval or Brossard Construction & Forestry location. This position is responsible for managing the service operations of Positioning Technologies, including best in class after-market Machine Guidance as well as leading edge Geo Positioning products. This role involves managing all aspects of the talented service department and day-to-day activity of foremen, service writers, bench and field technicians in the delivery of support and repair services to our customers.

Duties & Responsibilities

Service and Product Support

• Manage service workflow to ensure work is planned, scheduled, assigned, and completed on time and within quoted costs.
• Keep our ticketing software current to reflect the status of active open work orders within the department.
• Meet company and customer expectations for quality of work in our bench service and electronic field technicians.
• Prepare accurate quotes for customer work orders and ensure work orders are closed and processed in a timely manner.
• Meet, communicate with, and work with customers to resolve any issues.
• Collaborate with the regional sales teams to align the customer experience.
• Work with parts and sales to coordinate parts, inventory, and service delivery.
• Ensure work is performed according to established safety and industry standards.
• Ensure standards, policies, and reporting practices work orders, warranty, parts return, and credit are met.
• Ensure equipment and facilities are available and safe for employee use.
• Identify and present market trends to our Training team so that their product offering can be improved.
• Collaborate with corporate product support group on improving parts customer satisfaction, and service department profitability and effectiveness.

Financial

• Develop and manage the annual service department budget to achieve objectives compatible with the branch's and Brandt's overall financial and operational goals.
• Monitor achievement monthly, and take steps to address gaps in expected performance.
• Submit all warranty claims correctly and within the required timeframe to receive maximum allowable credit.
• Monitor and close WIP daily.
• Manage paper flow to ensure all service revenue, expenses, and activities are timely, accurate, and completely recorded.

Employee Supervision and Management

• Follow company policies, procedures, and practices for employment and employee relations.
• Use time tracking tool for all technicians.
• Ensure the progress of all work orders is tracked and reported.
• Receive and manage work orders from our Centralized call center.
• Minimize work-related injuries and illnesses by ensuring that all work in the department is performed safely and that occupational health and safety standards are met.
• In coordination with the Manager of Integrated Services and Human Resources, recruit, hire, and retain service personnel.
• Identify gaps, capabilities and arrange training opportunities as required.
• Ensure equipment manufacturer standards for training and certification are met.
• Review employee performance against goals on an ongoing basis, and document individual employee performance annually.
• Other duties as assigned.

Required Skills

• Has a solid foundation of knowledge and skill in the operation of an equipment dealership.
• Demonstrated ability to organize work, set priorities, and achieve work-related objectives and goals.
• Demonstrates a strong customer service orientation, and exercises sound judgment when dealing directly with customers.
• Able to communicate effectively and professionally with customers, employees, and branch personnel at all levels.
• Has the confidence, critical thinking, knowledge, and technical skills to assess and solve customer, business, and personnel problems effectively and efficiently.
• Must be self-motivated in learning and applying new knowledge and skills and is willing to share knowledge with others.
• Demonstrates a strong commitment to occupational health and safety.

Required Experience

• 5-7 years' progressive, combined experience in service, management and business (i.e. Electronic Field Technician, Electronic Technician or Mechanic combined with 3 years' management/supervisory experience in the Positioning industry, Equipment Industry or a Technical product).
• Must be able to travel to customer sites, and as required troubleshoot and/or resolve customer issues.
• Must be proficient in using work-related desktop applications and web-based productivity applications.
• Must be able to communicate in both English and French (spoken and written).