SUMMARY
To drive consistent business performance across the region by aligning service and parts operations with strategic objectives. Through strong leadership, operational excellence, and optimized resource management, this role enhances customer satisfaction, strengthens branch capabilities, and maximizes efficiency and profitability while fostering a culture of continuous improvement.
DUTIES AND RESPONSIBILITIES
- Operational & Service Management:
- Oversee service operations across branches to ensure consistent performance and alignment with company KPIs.
- This role is responsible for overseeing and monitoring daily service operations to ensure efficient and consistent branch performance. While not a direct leadership role, the position supports the management of team behaviours and operational standards, working closely with Regional Vice Presidents (RVPs) and maintaining a clear reporting line to them.
- Guide and direct Branch and Service Manager, ensuring best practices in service delivery and operational efficiency.
- Health & Safety Compliance:
- Ensure strict adherence to Health & Safety policies and procedures across all regions to maintain a safe workplace.
- Conducts scheduled and surprise inspections of service facilities, service trucks, and warehouses to ensure compliance with company standards and safety regulations. Prepares and submits detailed monthly reports outlining operational performance, compliance findings, and recommendations for improvement.
- Parts Inventory & Logistics Management:
- Collaborate with the National Inventory Parts Team and guide and direct Branch and Parts Manager, ensuring best practices on stock reinforcement and inventory best practices.
- Staff Development & Performance:
- Provide leadership and coaching to Service Supervisors, branch managers, and operational staff to ensure high performance and service standards.
- Support HR in hiring, disciplinary actions, and training for new and existing staff.
- Customer Relationship & Service Excellence:
- Build and maintain strong relationships with customers to ensure exceptional service experiences.
- Act as the main contact for customers, OEMs, and other stakeholders to resolve parts or service-related issues.
- Participate in customer meetings, handling escalated customer concerns, and proactively identifying service improvements.
- Key accounts contact for the region.
- Budget Management & Financial Performance:
- Monitor and oversee the regional budget for parts and service operations to ensure financial targets are met.
- Review and approve parts purchases and maintain budget control over parts inventory.
- Participate in the preparation of budgets and monthly financial reviews with regional and corporate leadership.
- Parts & Service Process Improvement:
- Identify and implement continuous process improvements in both parts logistics and service delivery.
- Lead or participate in projects to streamline parts and service workflows and reduce operational inefficiencies.
- Ensure consistency in parts and service best practices across the region.
- Logistics Coordination & Resource Allocation:
- Coordinate parts and service resources across branches to ensure customer demands are met without delays.
- Assess time off (vacations, leaves) and build redundancy in staffing and resource allocation to limit customer impact.
- OEM & Warranty Relations:
- Act as the main liaison between the company, OEMs, and customers for parts and service related matters.
- Oversee warranty claims and processes to ensure claim approvals are maximized and revenue is increased.
- Ensure dealer site maintenance and all OEM-related data is kept up to date for accurate parts ordering.
- Escalation & Decision-Making:
- Participate in decision-making processes for costly parts, warranties, or escalated service-related issues.
- Oversee escalations and help resolve complex customer service and parts issues that impact operations.
- Performance Monitoring & KPI Management:
- Regularly review key performance metrics for both parts and service operations to identify areas needing attention.
- Ensure that regional deliverables align with national standards and KPIs.
- Proactively identify and address issues impacting performance or customer satisfaction.
- Regional Strategy Implementation:
- Align parts and service activities with the regional and corporate strategy, ensuring consistency in execution.
- Support branches in achieving parts delivery targets, inventory management goals, and service excellence standards.
- Customer Service & Sales Growth:
- Drive sales growth in parts and service revenue through exceptional customer service and proactive account management.
- Build and foster relationships with customers to increase loyalty and maximize sales opportunities.
- Project Management & Special Initiatives:
- Support or lead projects aimed at improving parts inventory, service delivery, and warehouse operations.
CORE COMPETENCIES:
- Fluently Bilingual (French & English) written and spoken communication skills
- Above average proficiency with computers including all Microsoft Office products and CRM software (SAP preferred)
- Proven ability to build and manage relationships internally and externally
- Analyze market conditions with the goal of elevating the customer experience
- Develop customer retention and growth strategies focused from small to large customers
- Effectively utilize aftermarket sales process to provide maximum results
- Strong communication and business acumen, capable of engaging stakeholders, leading teams, and driving business objectives.
- Mechanical aptitude, with relevant licenses for heavy equipment operation and maintenance
EDUCATION/ TRAINING:
- 5 years of Parts Inventory Management experience, with a proven track record of managing and optimizing parts inventory in a multi-site environment.
- Heavy Equipment and Aftermarket multi-site management experience preferred, with an understanding of service operations and parts logistics.
- WHMIS (Workplace Hazardous Materials Information System) certification, along with site orientation and Safety Training
Particular Conditions:
- Work is performed in a combination of office and field environments with frequent branch or customer visits
- Work is occasionally performed outdoors with seasonal temperature changes
- Work requires a moderate amount of physical effort and includes lifting, bending, kneeling, and walking
- Overnight travel will be required (up to 60%)
- Must be available from 7AM to 10PM
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.
