Product Support Manager

Brandt is currently seeking a Product Support Manager for our Grand Falls Construction & Forestry location. This position will be responsible to grow and manage the service-related business, particularly through increased customer sales and maintaining proper staffing levels. This position will also manage the parts department operations including supervision of parts staff.

Duties & Responsibilities

• Managing service workflow
• Enforcing standards, policies, and reporting practices are followed to established standards
• Development and management of the Service Department budget to meet financial and operational goals
• Preparing quotes for customer work orders; opening & closing work orders
• Inspect/operate customer equipment as part of resolving concerns/diagnostics
• Monitor service revenue and expenses monthly
• Ensure work is performed according to established safety and industry standards
• Reviewing employee performance against goals on an ongoing basis
• Accountable for managing all aspects of parts inventory within parts system
• Optimize Parts Department processes to ensure internal and external customer satisfaction
• Grow profitable parts sales
• Coordinates a prompt, efficient, and timely flow of paperwork.
• Ensure cohesiveness of Parts and Service departments to ensure a timely turnaround of parts needed for internal jobs.
• Assists in analyzing departmental operations and storage layout and revises as needed for maximum effectiveness
• Maintain a high performance parts team through hiring, training, coaching, mentoring, and performance management in a safe environment
• Exercise disciplined expense control
• Ensure superior external and internal parts customer service through staff scheduling to cover business hours
• Work with product support and manufacturing groups to source and stock internally manufactured product parts
• Develop annual parts sales business plan and budget to include support to other Brandt branches
• Work with the Sales departments to maximize cross marketing opportunities

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Required Experience

• Demonstrates a strong commitment to occupational health and safety
• 5-7 years’ progressive, combined experience in service & parts, management and business (i.e. journeyperson heavy duty mechanic, combined with 3 years’ management/supervisory experience in the heavy duty equipment industry
• Has a solid foundation of knowledge and skill in the operation of a heavy duty equipment dealership
• Warehouse management experience considered an asset
• 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 customers