Field Service Manager

Job Description

This opportunity will allow you to work for Canada’s largest Bobcat dealer network, immersing yourself in one of the most diverse and respected construction and grounds maintenance product lines in the industry. You’ll be a part of a highly efficient service team, working alongside some of the best mechanics in the business. We offer an extensive onboarding training structure and any tools and support you may need to help you get the job done.

The Field Service Manager will effectively plan and manage the Dealership’s Field Service operation to meet customer expectations. This position is responsible for the day-to-day operational requirements of the field service team, as well as helping to set the strategic goals for the department. The Field Service Manager is accountable for many different aspects of the service operation including providing leadership, ensuring safety, as well as responsibility for dealer development, training, warranty and technical support.

LOCATION:

Bobcat of Toronto – Brampton

KEY ACCOUNTABILITIES:

  • Develop and maintain effective communications and relationships with customers
  • Drive results by developing and managing short and long-term planning strategies, processes, and events that foster a positive experience for internal and external customers
  • All activities related to the field service function of welding, shop support, and mechanical services operations involving the installation, maintenance and repair of Bobcat line of equipment, and spare parts
  • Provide a safe work environment by enforcing safety policies, cooperating with safety policies and participating in site specific safety programs
  • Maintain CDK in order to ensure effective and full utilization of the system and to ensure that all service function informational and work order management information needs are met
  • Oversee warranty policy and administration to ensure maximum warranty cost recovery from Bobcat, minimization of current assets employed in warranty and minimization of the Company’s warranty risk exposure and cost
  • Coordinate the utilization of all necessary and/or available resources in the investigation, analysis, and reporting of significant product deficiencies by obtaining product deficiency information and consolidate it into monthly summary reports which analyze critical unsolved problems, corrections and/or commitments, and financial risks
  • Collaborate with the team to create, monitor and implement the scheduling plan to effectively manage workload, support business objectives and maximize productivity
  • Seek opportunities where the Company has the potential to achieve relative competitive advantage

SPECIFIC SKILLS:

  • Develop and maintain effective communications and relationships with customers
  • Strong leadership, coaching, mentoring and human resource management skills
  • Strong customer relationship management and negotiation skills
  • Strong organizational, prioritization and time management skills
  • Excellent verbal, written and interpersonal communication skills

KNOWLEDGE:

  • Proficiency in MS Office Suite and service support systems
  • Knowledge of CDK an asset
  • Sound knowledge of Bobcat products and services as managed through a dealer relationship
  • Strong knowledge of Warranty and Good Will practices and budget forecasting
  • Quoting repair options and repair structure, Service Work In Progress (WIP) management process and financial impacts, mechanical aptitude and up selling

WHAT WE OFFER:

  • Competitive salary + profit sharing
  • Full benefits + RRSP Matching Program
  • Paid vacation + personal days
  • Opportunities to grow internally – prefer to promote within

KEY QUALIFICATIONS:

  • Post-secondary education in a business or mechanical discipline
  • 5 – 10 years in a mechanical service environment
  • 3 – 5 years supervisory or team leadership experience
  • 5 – 10 years customer service experience, equipment dealership experience and/or service
  • Ability to supervise work assignment and allocation of technician’s time to ensure best utilization in the shop
  • Experience with diesel engines, hydraulics and electrical
  • Prior Bobcat product line, General Line technical and/or Power Systems technical experience
  • Effective interpersonal skills, including tact and diplomacy with a variety of individuals and groups
  • Knowledge and ability to enforce compliance with safety rules and regulations; to minimize injuries and meet regulatory requirements
  • Skill in examining and improving operations and procedures
  • Planning and organizational skills, including the ability to meet deadlines and complete projects
  • Knowledge of parts distribution and parts management
  • Knowledge of electrical, welding and mechanical trade repairs and maintenance
  • Knowledge of customer service standards and procedures
  • Ability to analyze and interpret financial data and prepare financial reports, statements and/or projections
  • Passion for leadership and management
  • Ability to mentor and train employees

AS PART OF THE HIRING PROCESS, YOU WILL BE ASKED TO:

  • Provide G Driver’s License and clean Driver’s Abstract
  • Provide a criminal record check
  • Provide 2-3 references to verify your previous employment
  • Provide copies of current certifications (if required)

WORKING REMOTELY:

Not available

CONTACT US:

Interested in becoming part of the team? Send your resume & cover letter to hr@bobcattoronto.com with the position name in the email title.

We thank all those who apply. However, only those candidates selected for interviews will be contacted.