Branch Operations Manager

The Branch Operations Manager for Elko is responsible for the overall service delivery and execution in Nevada & Utah in the safest possible way, meeting all quality standards and continuously improving customer service levels.

This role will be responsible for all Parts & Service operational functions, including field service, workshops, maintenance contracts, and other services. Service execution priority will be based on customer needs, as the Senior Account Manager directs.

The Branch Operations Manager will also be responsible for maintenance of the Elko branch. The role will report directly to the Business Line Manager for Parts & Services.

Main Responsibilities:

·         Complies with the Company safety policies and applicable government, customer, or industry regulations or requirements.

·         Health & safety standards and reporting compliance for the Nevada & Utah operations

·         Identifies and reports any unsafe work habits and hazards

·         Ensure risk assessments are performed (“Take Five”) prior to each task

·         Responsible for the following branch functions:

o  Field services

o  Workshop

o  Maintenance contracts

·         Optimize field service and workshop utilization of resources

·         Continuously improve service levels and quality of repair work

·         Responsible for cost control of all branch service functions and the branch's operating cost

·         Responsible for the P&L of the workshop and maintenance contracts

·         Optimize the turnaround time of component repairs at the branch

·         Maintenance and upkeep of the branch infrastructure

·         Prioritize customer's needs as escalated by the Senior Account Manager

·         Ensures customer satisfaction within the area of primary responsibility

·         Develop highly skilled field service and workshop team

·         Set targets for the team members and measure performance accordingly

·         Develop high-performance, inclusive team

·         Ensure CRM & service systems compliance, including recording of labor

·         Manage work in progress (WIP) and meet job aging targets

·         Leads employee functions

·         Perform other duties as assigned

Required Competencies:

·         Strong knowledge of the industry

·         Strong customer service focus

·         High level of professionalism, honesty and integrity

·         Ability to see the big picture yet focus on the detail

·         Commercially astute with demonstrated business acumen

·         Ability to assess and manage business risk

·         Demonstrated leadership skills with the ability to motivate others to achieve outcomes

·         Ability to lead and work as part of an integrated broad team

·         Strong written and verbal communication skills

·         Excellent listening skills

Requirements:

·         Bachelor’s degree in business or engineering, or equivalent demonstrated knowledge/preparation/expertise

·         Experience working in service and workshop environments

·         At least five years’ experience in managing a team