Director, Service Operations - Fort McKay

Description

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Major Job Functions:

Safety Leadership – lead, demonstrate and champion a healthy and safe work environment and culture for all branch employees, contractors and customers.

• Ensure that all safety practices and policies and compliance requirements are followed, employees hold and maintain the appropriate safety training required for their position, monthly spot audits are conducted and that at a minimum, safety TRIF and LTI targets are met, while always striving for zero

People Leadership – demonstrate clear and effective leadership to branch employees through role and responsibility guidance, performance management, coaching and mentoring and supporting growth, development and training opportunities.

• Provide quality, timely feedback to individuals through formal and informal conversations to support the performance management process

• Drives a positive, inclusive culture by actively engaging and partnering with employees at every level of the facility

Results and Financial Management – manage day-to-day branch operations, assets, finances including planning, managing and reporting of branch financial results, assets and facilities requirements

• Responsible for reviewing the monthly metrics related to People, Quality, Velocity and Cost with branch employees

• Manage the successful execution of Finning’s Service Excellence Operational process and customer service commitment within the branch

• Owns successful execution on the customer contract (if applicable)

• Direct timely resolutions to customer issues and goodwill settlements

• Responsible for investigating service eforms related to variances, service warranty and service re-do

• Create annual budget, forecasting and review applicable contract management emails if required

• Actively purse monies from CAT recoveries

• Responsible for maximizing recovery of components from CAT and OEM

Accountability:

• Accountable for ensuring the training of employees and check regularly to ensure they are using equipment properly and following safe work procedures

• Accountable to understand the OH&S requirements for their worksite as well as apply the Finning (Canada) Health and Safety management system to aid in meeting these requirements

• Accountable for creating quality career learning plans and performance objectives aligned with the business strategy and supported through the year with quality informal and formal conversations.

• Accountable for developing, maintaining and fostering a healthy relationship with the union and unionized employees

• Accountable for working towards a Caterpillar 3 Star rating

• Accountable for managing service trucks and National Safety Code (NSC) compliance

• Drive performance outcomes including:

  Safety: TRIF, near miss reporting, NSC compliance, engagement and performance planning

  Quality: NPS, service letter completion, labor recovery and variance management

  Velocity: SWIP, accounts receivable, Last Labour to invoice

  Cost: service revenue, SG and A, gross profit, goodwill

Education & Experience

• Minimum 8-10+ years of progressive supervisory or leadership experience, preferably within a service, repair, or execution focused environment

• Strong mechanical aptitude with the ability to expand technical expertise and applied operational knowledge

• Proven leadership capability, including coaching, mentoring, team development, performance management, and the application of Performance Improvement Plans

• Strong interpersonal, written, verbal, and presentation skills, with the ability to influence at all levels and build effective, trust-based relationships

• Demonstrated business and financial acumen, including strategic planning, budgeting, forecasting, and sound decision making

• Strong analytical and problem-solving skills with the ability to balance operational priorities and customer expectations

• Thorough understanding of labor relations and grievance resolution processes

• Comprehensive knowledge of service and parts operations, work order cycles, sales processes, warranty programs, and goodwill practices

• Deep understanding of operational processes, industry challenges, best practices, and customer requirements

• Proven commitment to safety leadership, including completion of Leadership for Safety Excellence training

• Solid understanding of Finning policies and procedures, Customer Service Commitment, and Service Excellence Operating principles, or the demonstrated ability to acquire this knowledge quickly

Please note:

• This role is based in Fort McKay, Alberta

• For the selected candidate, relocation support will be provided if you do not reside in the Fort McMurray area.

At Finning, we prioritize creating a diverse and inclusive environment. We are proud to be an equal opportunity employer, and we actively encourage all individuals to express themselves and achieve their full potential. As a company, we continuously strive to enhance our outreach to individuals of all backgrounds and identities. We do not discriminate against applicants based on gender identity, race, national and ethnic origin, religion, age, sexual orientation, marital and family status, and/or mental or physical disabilities. Furthermore, Finning is committed to collaborating with and providing reasonable accommodations /adjustments to individuals with disabilities. If you require an adjustment/accommodation at any point during the recruitment process, please inform your recruiter.