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Job Description & How to Apply Below
The Field Service Operations Manager is responsible for driving the profitability of the service departments using established best practices. This role mentors and leads the service teams within branches as they support their customers.
Duties & Responsibilities Include But Not Limited To
Collaborate with Service Managers to establish clear objectives and strategic plans aimed at improving sales, margins, expenses, and profitability within the service departments.
Partner with Service Managers to identify key performance gaps and set measurable objectives in the following areas:
Technician efficiency.
Billing accuracy and timeliness.
Work in Progress (WIP) management.
Warranty reimbursement.
Develop actionable performance improvement plans tailored to enhance efficiency and effectiveness across service operations.
Assist Service Managers in executing improvement initiatives to ensure seamless implementation and measurable progress.
Monitor and follow up on plan execution to guarantee achievement of targeted service department goals.
Conduct thorough audits to verify compliance with company policies, procedures, and regulatory standards, ensuring operational integrity.
Apply 5S and Lean principles to optimize workflows, reduce waste, and enhance productivity within service teams.
Ensure dealer audit criteria and customer satisfaction metrics are consistently met or exceeded to uphold quality standards.
Other duties as assigned.
Qualifications/Requirements
6-10 years’ experience as a Service Manager for a heavy equipment dealer.
Strong customer focus.
Clear understanding of how to audit in compliance with company policies and procedures.
Ability to develop business plans with a focus on providing superior customer service.
Ability to lead branch service managers in the benefits of following a structured business plan.
Proficient in Microsoft Office applications.
Relevant post-secondary education considered an asset.
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