Regional Service Manager - Positioning Technology

Overview

Brandt is currently seeking a Regional Service Manager-Positioning Technology for our Brampton Positioning Technology location. This position is responsible for managing the service operations of Positioning Technologies, including best in class after-market Machine Guidance as well as leading edge Geo Positioning products. This role involves managing all aspects of the talented service department and day-to-day activity of foremen, service writers, bench and field technicians in the delivery of support and repair services to our customers.

Who We Are

Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.

For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there’s no place we’d rather be because just like them, it’s when we’re working hard and getting things done that we’re at our best.

Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.

That’s Powerful Value, Delivered.

What You Will Be Responsible For

Service and product support

• Manage service workflow to ensure work is planned, scheduled, assigned, and completed on time and within quoted costs
• Keep our ticketing software current to reflect the status of active open work orders within the department
• Meet company and customer expectations for quality of work in our bench service and electronic field technicians
• Prepare accurate quotes for customer work orders and ensure work orders are closed and processed in a timely manner
• Meet, communicate with, and work with customers to resolve the causes of customer complaints
• Collaborate with the regional sales teams to align the customer experience
• Work with parts and sales to coordinate parts, inventory, and service delivery
• Ensure work is performed according to established safety and industry standards
• Ensure standards, policies, and reporting practices work orders, warranty, parts return, and credit are met
• Ensure equipment and facilities are available and safe for employee use
• Identify and present market trends to our Training team so that their product offering can be improved
• Collaborate with corporate product support group on improving parts customer satisfaction, and service department profitability and effectiveness

Financial

• Develop and manage the annual service department budget to achieve objectives compatible with the branch’s and Brandt’s overall financial and operational goals
• Monitor achievement on a monthly basis, and takes steps to address gaps in expected performance
• Submit all warranty claims correctly and within the required timeframe to receive maximum allowable credit
• Monitor and close WIP daily
• Manage paper flow to ensure all service revenue, expenses, and activities are timely, accurate, and completely recorded

Employee supervision and management

• Follow company policies, procedures, and practices for employment and employee relations
• Use time tracking tool for all technicians
• Ensure the progress of all work orders is tracked and reported
• Receive and manage work orders from our Centralized call center
• Minimize work-related injuries and illnesses by ensuring that all work in the department is performed safely and that occupational health and safety standards are met
• In coordination with the Manager of Integrated Services and Human Resources, recruit, hire, and retain service personnel
• Identify gaps is capabilities and arrange training opportunities as required
• Ensure equipment manufacturer standards for training and certification are met
• Review employee performance against goals on an ongoing basis, and document individual employee performance annually
• Other duties as assigned

What We Look For

• Has a solid foundation of knowledge and skill in the operation of an equipment dealership
• Demonstrated ability to organize work, set priorities, and achieve work related objectives and goals
• Demonstrates a strong customer service orientation, and exercises sound judgment when dealing with directly with customers
• Able to communicate effectively and professionally with customers, employees, and branch personnel at all levels
• Has the confidence, critical thinking, knowledge, and technical skills to assess and solve customer, business, and personnel problems effectively and efficiently
• Must be self-motivated in learning and applying new knowledge and skills and is willing to share knowledge with others
• Demonstrates a strong commitment to occupational health and safety
• 5-7 years’ progressive, combined experience in service, management and business (i.e. Electronic Field Technician, Electronic Technician or Mechanic combined with 3 years’ management/supervisory experience in the Positioning industry, Equipment Industry or a Technical product
• Must be able to travel to customer sites, and as required troubleshoot and or resolve customer issues
• Must be proficient in using work-related desktop applications and web-based productivity applications

What We Offer

• Competitive compensation: we offer fair, market-based wages that recognize your skills, experience, and contributions.
• Continuous Learning: through on-the-job training and educational opportunities.
• Opportunities for advancement within a growing company that values initiative and teamwork.
• Comprehensive benefits coverage: including health, dental and more to support your wellbeing.
• Retirement savings programs: Pension and RRSP programs to help you invest in your future.

When you work for Brandt, we work for you. It’s as simple as that.

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Required Skills


Required Experience