Manager, Field Services - Northern Alberta

Management Edmonton, AB


Description

Reporting to the Zone Manager, Commercial, Edmonton, AB, the Manager, Regional Field Service is responsible for optimizing the Field Service business within a region while providing operational support, which includes management of service delivery operations (end to end) and improvements made on service performance. The Manager, Regional Field Service must focus on creating a safe environment and an efficient operation based on the Kal Tire AIMS. 

 CORE RESPONSIBILITIES

 Operations

  • Focus on building overall business performance using indicators such as customer service level, profitability and growth; develop and meet targets in business growth and profitability.
  • Focus on profitability by controlling costs and expanding market share.
  • Support sales group and Regional Sales Manager in analyzing new business opportunities and growing field service segment of the business.
  • Provide support and oversight to the Supervisor, Field Service Operations Support in managing the day to day functions of the Field Service business.
  • Forecast and assess workforce requirements based upon contract commitments and potential future business.
  • Determine best practices for various procedures.  Work with the Field Service team and sales group to develop fleet service procedures and efficiencies, ensuring they are well defined and understood.
  • Oversight of the Field Service operation which provides best careers for team members while building customer trust.
  • Act as liaison between sales and operations for the purposes of field service business.
  • Ensure equipment fleet’s image and cleanliness is upheld.

 Service Excellence

  • Responsible for providing customer service which exceeds that available from the competition or expected by the customer
  • Demonstrate superior knowledge in maintaining service quality across tire repair and installation services
  • Ensure Field Service team is providing top notch customer service

 Health, Safety & Environment

  • Support all aspects of Kal Tire’s Journey to Zero.
  • Initiate conversations around safety by recognizing best practices and acting on unsafe behavior when it is observed.
  • Lead by example regarding safety, CSR practices and compliance.
  • Support the Health and Safety Committee.
  • Ensure onsite inspections are completed by the sales group on a monthly basis.
  • Personally lead onsite inspections and follow safe work procedures on site.
  • Ensure the appropriate resources are available and maintained for the Field Service team, ensuring safety and image standards are adhered to.

 Training & Development

  • Support the Supervisor, Field Service Operations in developing an onboarding and training program which will ensure team members have the knowledge and skills needed to meet our commitments.
  • Proactively train team members to attend to differing customer needs, perform superior tire repair and installation work.
  • Assess training requirements based on both current and future business needs.
  • Promote a work environment in which team members can continuously improve their skills and expertise through training and development.

 Leadership

  •  Support, guide and provide direct supervision to the Field Service Technicians and to the Supervisor, Field Service Operations Support.
  • Recruit Field Service Technicians and ensure they receive appropriate training to meet service level objectives.
  • Provide leadership to the Field Service Technicians and Supervisor, Field Service Operations Support by coaching and evaluating / managing their performance on a regular and ongoing basis.
  • Set clear understanding of annual targets and objectives; lead team in working towards achievements.
  • Mentor / coach the Supervisor, Field Service Operations in team management.
  • Ensure a professional image is maintained across the Field Service team members, facility and equipment.
  • Foster a safe, healthy and positive work environment.

KEY PERFORMANCE INDICATORS

  • Long term success is built through overall business performance measured in terms of profitability, growth and customer service levels.
  • Professional image is maintained across Field Service team members, facility and equipment.
  • Satisfactory net profit.
  • Team members work well together in a safe, positive environment.
  • Safety record.
 WORK EXPERIENCE
  • Operations management experience, preferably in Field Service.
  • Management experience with a focus on customer service. 

KNOWLEDGE, SKILLS AND ABILITIES

  • Above average interpersonal and communication skills.
  • Ability to develop a work environment based on a team approach.
  • Understanding of sales and business development.
  • Solid understanding of, and demonstrated ability in, the core functions of business needed to support a satisfactory net profit such as control of expenses, inventory and labor.
  • Awareness of changing business conditions and ability to seek opportunities.
  • Commitment to safety in the workplace.
  • Effective leadership skills, with a strong focus on accountability to the business processes.
  • High level of integrity.
  • Able to work well under pressure.
  • Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times. 

EDUCATION

  • Grade 12 or GED equivalent. 

SPECIAL REQUIREMENTS

  • Travel within the region. 

Kal Tire AIMS

Must be consistently able to demonstrate the Kal Tire AIMS:

  • Earn trust of customers by providing them with quality and value of service and products.
  • Work productively, efficiently, and contribute.
  • Work towards expansion of the company and maintain competitiveness in the industry.
  • Honesty and Integrity.