5-7 years of experience in service management within the Positioning or Equipment industry
Strong customer service orientation and effective communication skills
Proficient in desktop and web-based productivity applications
Ability to organize work, set priorities, and achieve objectives
Self-motivated with a commitment to continuous learning and safety standards
Experience in recruiting, training, and managing service personnel
Willingness to travel to customer sites for troubleshooting and support
Responsibilities
Manage service workflow to ensure timely and cost-effective completion of work orders
Maintain current status of active work orders in ticketing software
Prepare accurate quotes and ensure timely processing of work orders
Collaborate with customers to resolve complaints and enhance service quality
Develop and manage the service department budget to meet financial goals
Monitor service revenue and expenses for accuracy and timeliness
Ensure compliance with safety and industry standards in all operations
Benefits
Competitive compensation based on skills and experience
Continuous learning through training and educational opportunities
Opportunities for advancement in a growing company
Comprehensive health and dental benefits
Retirement savings programs including Pension and RRSP options
Full Job Description
Brandt is currently seeking a Regional Service Manager for our Brampton Positioning Technology 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.
What You Will Be Responsible For
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 the causes of customer complaints
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 on a monthly basis, and takes 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 is 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
What We Look For
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 with 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
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
What We Offer
Competitive compensation: we offer fair, market-based wages that recognize your skills, experience, and contributions.
Continuous Learning: through on-the-job training and educational opportunities.
Opportunities for advancement within a growing company that values initiative and teamwork.
Comprehensive benefits coverage: including health, dental and more to support your wellbeing.
Retirement savings programs: Pension and RRSP programs to help you invest in your future.
When you work for Brandt, we work for you. It's as simple as that.
