Position Overview
The successful candidate will oversee and maximize revenue from after-sales activities, including parts, service, and service agreements, ensuring customer satisfaction and building strong relationships. This role requires managing these functions nationally with full responsibility for profitability. The candidate must be a strategic leader with a focus on controls to optimize service delivery, efficiency, and profitability.
Responsibilities
Service Management (Background, Admin & Systems):
* Develop and implement admin and system service processes to ensure high-quality customer support and satisfaction.
* Oversee national service admin & system operations to maintain uptime and efficiency of customer equipment across all branches.
* Monitor and improve service performance metrics, including labour & km recoveries, consumables, spray booth, overtime, etc., in conjunction with the National Operations Director.
* Ensure rental fleet is maintained to standards with a focus on cost control, collaborating with the Rental Manager.
* Coordinate with the Used Sales and Rental Manager on repairs/rebuilds, timelines, and budgets, in conjunction with the National Operations Director.
* Identify new business opportunities in the aftermarket segment and develop targeted initiatives.
* Manage HR functions, including team recruitment (qualified Red Seal technicians preferred), skills development, incentives, and KPI-driven technician retention strategies.
* Negotiate and monitor lease contracts for technician vehicles, tracking utilization and providing coaching as needed.
* Manage daily work in progress, ensuring no WIP remains open beyond three months.
* Implement and manage automated workflow systems where possible to reduce risks and maximize results.
* Handle warranty claims collaboratively with suppliers and customers, ensuring timely processing.
* Annual review of labour rates against market and competitor pricing, with adjustments as necessary.
* Keep service matrices updated with pricing, part numbers, and critical parts lists for new models.
* Manage service suppliers to ensure quality work at competitive prices.
Service Agreement (Maintenance) Management:
* Accurately cost and quote all service agreements.
* Ensure adherence to service schedules nationwide to minimize downtime.
* Monitor profit and loss on service agreements, identifying cost-saving opportunities.
* Manage tracking units for accurate, proactive service management.
* Develop reports and proposals for key customers as needed.
* Implement best practices for equipment servicing to ensure compliance.
Parts & Logistics Management:
* Oversee parts procurement, inventory, and distribution across branches.
* Maintain optimal stock levels, minimizing overstocking and obsolescence.
* Manage parts stock files and pricing to ensure efficiency.
* Negotiate with suppliers for pricing and rebates.
* Reduce stock losses and improve cost efficiency through process improvements.
* Monitor KPIs related to service efficiency, parts sales, and customer satisfaction.
* Oversee inventory ordering and delivery.
* Supervise parts department staff, including hiring and training.
* Prepare inventory and sales reports.
* Optimize inventory storage and conduct regular audits for accuracy.
* Address customer inquiries regarding parts promptly and effectively.
* Develop and manage parts department budget for profitability.
* Maintain records of parts transactions and inventory compliance.
* Oversee supply chain logistics for timely and cost-effective transportation.
* Ensure parts and equipment are accurately costed and system entries are correct.
* Manage company vehicle fleet, including licensing, fuel cards, and tracking systems, in collaboration with the National Operations Director.
Requirements
* Bachelor’s degree or diploma in a related field is beneficial.
* At least 5 years of experience in aftermarket sales, service management, or related roles within the earthmoving equipment industry.
* Proven management experience in service, maintenance, parts, and workshop operations.
* Strong knowledge of earthmoving equipment and aftermarket support needs.
* Experience leading large teams and managing multiple business functions.
* Ability to travel locally and internationally.
Skills & Competencies
* Strong analytical and problem-solving skills, with a focus on execution.
* Leadership and people management capabilities.
* High attention to detail, accuracy, and organization.
* Negotiation and decision-making skills.
* Excellent communication and interpersonal skills.
* Ability to handle pressure and prioritize multiple tasks.
* Proficiency in Autoline systems and Microsoft Office Suite.
* Accountability, dependability, and customer focus.
Note: This description is not exhaustive; additional duties may be assigned as needed.
#J-18808-Ljbffr