SUMMARY
The Program Manager, After-Sales, leverage all OEM, vendors and Nors programs and soft products, and maximize their integration into the branch operations to provide best-in-class customer experiences and grow revenue opportunities.
DUTIES AND RESPONSIBILITIES:
- OEM, Vendors and Nors Programs:
-
- Principal owner and manager of all after-sales programs, creating workflows, training material, and providing training, directly or indirectly and maintain such program to maximize customer satisfaction and revenues for Nors after-sales operations.
- Owner and managers, nationally, of all service maintenance (PM) programs for all lines of business to ensure consistency in execution and maximize business opportunities.
- Responsible for all things telematics and subscriptions. Manages the various programs and put in place processes and policies to guarantee maximum coverage, data collection and financial recovery.
- Act as a main pillar in the development and support of the Regional Performance Centers including responsibility to provide a practical mindset while maintaining consistency across all centers, maximizing all revenue opportunities.
- Administrative:
-
- Assist operation and human resources in designing and maintaining onboarding programs for various position and help identifying or assigning resources accordingly to ensure a high quality of employee onboarding experience and ensure all requirements are met.
- Act as a “main user” for specific OEM portals such as Cummins and Penta to provide a central point of contact and stay abreast of all updates and changes.
- Administers specific OEM support programs tools, software’s and subscriptions to ensure consistency and competitiveness.
- Main contact for schools and colleges to provide a liaison between the organization and future talent.
- Customers:
- Responsible to manage key customer relationships to provide best in class experience and consistency in after-sales operations application.
- Fleet:
- Responsible for the overall fleet program of the company to maximize efficiencies, provide best-in-class equipment to our personnel and minimize cost.
- Manages the fleet manager to ensure he/she has all required tools and support to perform their duties in an efficient manner while owning their development.
- Net Promoter Score (NPS):
- Manages the NPS program for the company to provide timely and accurate information regarding our customer satisfaction.
- Responsible for managing vendors related to the program to keep cost of product and tools in line with expected output.
- And Other relevant duties as assigned.
CORE COMPETENCIES:
- Outstanding technology skills (DMS and MS Outlook environment).
- Excellent reporting skills (Excel, PowerPoint, etc.).
- French-speaking ability an asset.
- Solution driven, progressive and can think out of the box.
- Excellent time management skills
- Exceptional written and verbal communication skills
- Strong organizational and analytical skills
- People person
- Adaptable, intuitive and self-driven
- High emotional intelligence
Experience:
-
- Supervisory experience, minimum 5 years.
- Heavy Equipment industry experience, minimum 3 years.
- Parts & service (After-Sales) experience, minimum 3 years. (inclusive of soft products offering)
- Technical training & support experience, minimum 3 years.
- Fleet Management experience an asset.
- Customer experience management an asset.
- Minimum of 3 years’ experience in a fleet management
PARTICULAR CONDITIONS:
- Travel required (+/- 25%)
EDUCATION/TRAINING:
- Post-Secondary (completed)
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.
