Branch Service Manager
Location
BenefitsPulled from the full job description
- Automobile allowance
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
Full job description
Branch Service Manager
We Offer
- Comprehensive Medical and Dental Benefits
- Employer RRSP Matching Program
- Annual Health/Wellness Spending Accounts
- Professional Growth & Development
Summary
The Branch Service Manager is responsible for Field Service, Parts, and Facility Management. The BSM will promote, sell, and professionally execute after-sales services with the goal of achieving our Field Service and Parts Sales and Income targets. Ensures Customer Agreement sales and retention targets while achieving major and regular repair goals. Provides direct reports with leadership and mentoring to accomplish optimum productivity and loyalty. Act as the primary point of contact for all matters related to the building and infrastructure of the office. Fosters a Total Power Team climate of proactive communication and collaboration to give our customers and team a positive experience.
What You’ll Do – The Role (Responsibilities)
- Provide direction and support to Service Sales Representative, Technicians, Parts Shipper, and Administrative Support Staff. Hold them accountable for quality, productivity, and customer service.
- Coach, mentor, and lead the services team to achieve sales and gross margins. and income results that exceed forecasts
- Direct support and responsibility of Service Sales Representatives in achieving new agreement sales targets, major repair, and Agreement retention rates.
- Communicating, explaining, and reinforcing company; goals, objectives, plans and strategies.
- Increase technician productivity with the objective of improving our competitiveness and increasing income.
- Provide leadership in achieving service metrics targets.
- Project manage major repairs and special projects ensuring the proper number of hours and material is quoted with on time service delivery.
- Develop and enforce procedures that will increase warranty compensation. Work directly with Generac and other suppliers on dispute resolution and denied claims.
- Utilizing all available resources effectively, champion significant failures to ensure they are completed in an expedient and cost-effective manner.
- Responsible for field service accounts receivable issue resolution. Take a proactive approach in resolving customer complaints and disputes. This will involve direct customer contact with predetermined concession negotiation authority.
- When requested, evaluate repair quotes to ensure the proper number of hours and material is quoted.
- Lead contact for facility – landlord communication, alarm system, keys, cleaners, inspectors, fire extinguishers, life safety inspections, etc. Identify and report any necessary building repairs, obtain estimates, and coordinate repairs upon approval.
- Responsible for ensuring a professional and safe work environment for all employees. Report any unsafe work environment to the Company health and safety officer or employee relations matters to HR.
- Assist technicians in determining if they should proceed or stop work on startups, load banks, and other service activity where H&S or site preparedness has been raised as an issue.
- Assist HR with employee relations, investigations, disciplinary actions, and onboarding of new employees.
- Manage uniforms, PPE, tool requirements & load bank maintenance.
- Manage and approve technician overtime and related time sheet review and approval.
- Complete a “Work With” with each technician a minimum of 2 times per year. This valuable time will be used to encourage feedback and recommendations plus ensuring appropriate Service Delivery, Technician On Site Performance, and Health and Safety levels. Work With requirements will increase with new technicians as needed.
- Consult with Manager Technical Services to achieve training required to service the branches’ equipment base.
- Ensure the coordination and scheduling of maintenance and repair always prioritizing emergencies and verifying credit worthiness. All scheduled service appointments are to be kept. In circumstances beyond our control make sure the customer is contacted prior to the scheduled appointment and advise them of the change.
- Other tasks and responsibilities as may be required from time to time consistent with the position of Field Service Manager and the job description and duties set out herein.
- Coach, mentor and lead the team to achieve Service sales, Field Service and Parts sales, gross margins and income that exceed forecasts.
- Hold the service team accountable for budgets, activities, customer commitments, metrics, and customer service.
- Present new ideas for revenue growth.
- Provide budgets, forecasts, and operational objectives as requested and required.
- Lead quarterly branch meetings.
- Coordinate annual roundtable and town halls.
- Organize a minimum of two social events annually.
- Human resource duties include timely annual and semi-annual employee reviews, recruiting, compensation, team building events, disciplinary action, employee development, safety, and training.
- Before taking any action, communicate concerns about the job performance of individuals on the team to your manager for discussion.
- As the lead contact for our facility our BSM optimizes operations within budget.
- Point of contact for IT infrastructure and maintenance within the local facility.
- Primary decision maker in the event of a power outage or a declared state of emergency by any level of Government within the region.
- Other tasks and responsibilities as may be required from time to time consistent with the position of Branch Service Manager and the job description and duties set out herein.
What You Need (Requirements)
- High school graduate and post-secondary education.
- 5+ years of related experience
- Follow the Company’s Communications Covenants
- General understanding of computerized business systems.
- Valid driver's license and personal vehicle insurance.
- Ensure all company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.
- Promote the Company and its product offerings to new and existing customers.
- In the case of a power outage or declared State of Emergency by any level of Government, be available for work.
Working Conditions
- Travel will be required. A valid passport and ability to enter the US may be required on occasion.
- Ability to attend and conduct presentations.
- Manual dexterity is required to use desktop computers and peripherals.
- Overtime as required.
- Lifting or moving up to 40lbs may be required.
SOUNDS LIKE YOU?? APPLY NOW
A little bit about us…
Proudly Canadian and respected throughout the industry, we have built our success through expertise, integrity, and innovation in providing on-site power generating solutions nationwide. For more than 60 years, our unparalleled reputation for delivering the right generator solution and superior customer service has been built by our loyal Customers. Visit us at www.totalpower.ca to learn more about us.
Our Growth & Culture: As Canada's 1st Choice for PowerGen, we’ve been growing quickly and aim to keep doing so – if you want to be part of our success story, join our family, and grow with us! Our employees are our biggest asset; their engagement and passion are the key to our success. We EMPOWER them to be ENGAGED!
Selected candidates with disabilities who require support in the selection process will be accommodated to the best of our ability. Please let us know how we can help.
Only those selected for an interview will be contacted.
No Agencies please.
Job Types: Full-time, Permanent
Additional pay:
- Bonus pay
- Commission pay
Benefits:
- Automobile allowance
- Casual dress
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Vision care
- Wellness program
Schedule:
- Day shift
- Monday to Friday
Experience:
- Related industry management: 5 years (required)
- Service Technician experience in generator industry required: 5 years (required)
- Mechanical knowledge: 3 years (required)
- Excellent Customer Service: 3 years (preferred)
- Excellent Computer skills and Microsoft Office /Excel: 3 years (preferred)
Licence/Certification:
- Drivers license in good standing (required)
Work Location: In person