SUMMARY
Responsible for the After-Sales service activities, processes, and standards of a specific region. Supports branches to achieve service department delivery targets, service levels, key performance indicators and operational effectiveness. Delivers actionable strategies to grow service revenues and reduce waste. Participates in the development of the service leaders. Drives exceptional employee and customer experience.
DUTIES AND RESPONSIBILITIES
- Ensure the corporation’s Health & Safety practices are met or exceeded
- Weekly review at high level of the region “work in progress” (WIP). Ensure Aftermarket regional deliverables are aligned with national requirements.
- Pro-actively identifies areas for improvement and branches requiring assistance meeting their Service targets. Directly provides support, training or coaching to resolve challenges or facilitates resources to assist in the resolution. Follow-through by face to face or virtual meeting(s) and support by providing insight, ideas, solutions or engaging additional resources to solve problems
- Support the branches operations to ensure consistency of internal processes. Understand and implement best practices in the region.
- Main liaison with all OEMs pertaining to the region. Must understand, teach, and enforce service dealer agreement parameters. Conducts and/or part of regular meetings to assess effectiveness of service departments. Address through corrective actions.
- Manage customers within the region through networking, proactive customer service. Identify needs and present solutions for customers. Participate or lead scheduled or ad hoc meetings. May be asked to help or prepare analysis for said meeting or to support a meeting
- Develop knowledge of product/service offerings to provide relevant solutions to customers
- Coordinate Service resources amongst a region to limit customer impact by pro-actively assessing vacation and time off; builds redundancies
- Understand and implement best practices in the region according to the After-Sales strategy under the guidance of the Customer Support leadership in the Service sphere
- Conducts scheduled or surprise site inspections during branch visits to ensure adherence to policies, processes, and standards such as (but not limited to) service bays and field service trucks overall cleanliness is maintained, that outdated tools i.e. lifting straps are not in use, that the service facility(s) has the required tooling to meets or exceed its needs and that the service facilities meet or exceed the company’s image and expectations. Etc.
- Owns, consults, supports and/or participates in a variety of projects aiming to streamline and improve the overall Service offering
- Assist branch operations in responding to customer disputes, quotes, requests for proposals (RFP) and/or requests for quotations (RFQ).
- Participates in budget preparation as well as monthly financial result reviews. Support the Regional Vice-President and branch operations to meet and exceed budgeted aftermarket sales objectives.
- Monitors and maintains training requirements of operational staff
- Build and maintain ongoing market awareness of new products and services, competitor activities, etc.
- Responsible for warranty administration activities and deliverables.
- Responsible for the oversight of fleet maintenance service vehicles.
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
- Participate in meetings, stay current on promotions, asset levels and information on competitors
- Maintain high-level decision-making responsibilities with financial and operational impacts
- Prepare and manage financials documents including aftermarket revenues and operational KPI’s
- Participate in trade shows and exhibitions
- Advanced written & verbal communication skills required for internal and external communication (e.g., presentations)
EDUCATION/ TRAINING:
- Post-secondary degree and/or relevant heavy equipment industry.
- 5 years of Service Management experience
- Heavy Equipment and Aftermarket multi-site management experience preferred
- WHIMIS, 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 50%)
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.
