SUMMARY
Promote a culture of a safe workplace focused on customer satisfaction within all departments of the branch. Strive for profitable growth to meet or exceed branch targets..
DUTIES AND RESPONSIBILITIES
Daily / weekly / monthly review of financial reports to compare against branch targets
- Daily Sales (Parts, Service, Warranty, Whole Goods)
- Comparison to budget, forecasting monthly totals
- WIP Review
- To ensure it is being managed and attained
- Use to complete weekly budget forecast for anticipated jobs closed
- Parts credits
- To ensure service order credits are completed in a timely manner for job closures
- Budget forecasting, monitoring actual versus plan and forecast.
- To assess potential to meet or exceed monthly / quarterly targets
Review of Parts reports and delegate to resolve any issues
- No location
- To resolve and assign parts with no bin location
- Outstanding transfers
- To ensure goods in transit are not lost by carrier, or missed receiving at the branches
- Daily invoicing
- Confirm daily orders are invoiced to avoid billing delays
- Backorder Reports
- Quarterly returns; CORE returns; vendor credits
- To ensure excess inventory is returned and credits applied accurately
- Stocking levels, RSL’s, aged inventory.
- To ensure correct parts and quantities are available for sale, and reduce excess inventory
Building and maintaining customer relationships
- Customer visits
- To gain understanding of customer requirements, concerns and successes
- Dispute resolution
- To resolve customer complaints and ensure payments are received for goods and services provided
- Communicate Departmental contacts
- To ensure customers know who to contact for their equipment, service or parts requirements
- Product support initiatives to support customer satisfaction
- To introduce new products, services, programs that support customer requirements
Personnel Management
- Weekly review and approval of payroll
- To ensure staff are paid correctly based on hours worked and vacation or sick time taken
- Recruitment
- Assessing workload and ensuring adequate staffing for all departments
- Interviewing candidates
- Ensuring correct personnel are selected for each posting
- Onboarding new employees
- To ensure all payroll documentation is completed correctly, introduction to the staff, and assignment to the supervisor to begin their roles
- Coaching, mentoring
- To address current performance concerns, customer service tips or suggestions
- Performance reviews
- To review annual performance and potential career path if applicable
- Disciplinary documentation to support terminations if required
- To ensure performance, safety discussions and incidents are documented correctly
- Union relations
- To ensure Union representatives are involved in any disciplinary situations
- Address any grievances and provide action plan to resolve
- Complaint resolution
- Open door policy to allow staff to communicate concerns or issues without reprisal
Review and maintain training requirements for all staff
- Health & Safety training by role
- To ensure training is provided, kept current and relevant to the position
- Job specific training by role
- To ensure training is provided, kept current and relevant to the position
- New product and services training
- To ensure staff are current with any new products or services available
Financial Management
- Review financial statements, expense statements and sales reports
- To analyze financial trending; ensure expenses are within budget
- Develop action plans to address areas requiring improvement
- Address financial or expense variances to avoid future discrepancies
- Investigate and resolve expense posting errors
- To ensure expenses are coded correctly for budget accuracy
Service Management
- Monitor WIP report to ensure timely resolution of jobs
- Review and approve internal work orders
- To ensure we are meeting quoted amounts for parts and labor
- Ensure effective communication between Sales and Service to prepare new equipment for delivery
- To ensure we meet delivery expectations
Facility Management
- Building and Yard Maintenance
- To ensure building and yard are kept clean, organized and in good repair
- Contractor evaluation and selection
- To ensure contracted work is satisfactory, and meets expectations
- Housekeeping; janitorial; waste disposal
- To ensure proper cleaning schedule is developed
- Environmental compliance
- To ensure correct measures in place for waste oil collection and disposal
- Preventative maintenance of facility equipment
- Develop scheduled maintenance of facility equipment to avoid unplanned repairs
Sales
- Works with sales team to develop maximum selling effort at optimum cost
- Holds formal weekly sales meetings with TM’s creating top prospect list.
- Evaluates and approves estimates, quotations, bids and proposals prepared in the name of the company
- Appraise pricing, distribution and competitive action and policies. Suggest changes to improve branch sales volume and profit
- Review monthly sales and expense management objectives and ensure on track
HEALTH & SAFETY:
- Lead and promote the Health and Safety program of the branch
- To promote a safety culture throughout the facility
- Ensure safety equipment is inspected and maintained
- To ensure equipment is operational at time of need
- Participate in workplace inspections
- To demonstrate commitment to the safety culture
- Meet monthly with Health & Safety representative to review inspections
- To review H&S issues, and delegate resolution
- Conduct monthly Toolbox meetings
- To communicate H&S incidents, targets, and safe work practices relatable to all staff
- Complete Health & Safety Orientation for all new employees
- To ensure reinforcement of importance of H&S culture to all staff
- Report all incidents to Director of Health and Safety and Regional Vice President
- To comply with H&S program and promote collaboration across all regions
- Participate in all Incident / accident investigations
- To identify root cause and develop action plan to avoid reoccurrence
- Submit monthly Health and Safety Reports to Director of Health and Safety and Regional Vice President
- To communicate H&S KPI’s for the branch to be shared with the regions
CORE COMPETENCIES:
- Understanding of heavy equipment
- Past supervision experience;
- Knowledge of Product support practices;
- Knowledge of Vendor systems;
- Knowledge of administrative practices;
- Knowledge of company policies;
- General financial knowledge;
EDUCATION/ TRAINING:
- College diploma and/or applicable industry/management experience
- 3 years’ Management experience preferably as Parts or Service Manager
- 3 years’ experience in heavy equipment or service-based industry
- Professional Training and HR Management experience is an asset
- Health and Safety training
Particular Conditions:
- Some travel involved
- Prolonged hours and on call
HEALTH AND SAFETY:
It is our expectation that all Nors Employees will conduct their work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors employees will be required to report any and all incidences/accidents/near misses according to company policies.
Nors is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.
Nors will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.
