Regional Service Support Specialist
Rocky Mountain Equipment
Brandon, MB, CA
1d ago

Job Duties and Responsibilities Include :

  • Lead the execution of Service department strategies at the branch level and create efficiencies to better service Rocky Mountain Equipment’s customers
  • Monitor best practices at each branch within assigned region
  • Coach and mentor Service staff, including Service Sales Managers, Shop Foremen, Service Writers, and Technicians, in Service best practices, RME Service structure, career development, succession planning, and more
  • Interact with customers and resolve customer issues at the branch level
  • Tackle any escalated customer issues at the Corporate level
  • Perform various audits and checks to ensure procedures and policies are being followed at each branch
  • Ensure shops meet RME guidelines for health, safety, and cleanliness
  • Install shop structure for each branch within region
  • Liaise with Regional and branch-level Parts and Service managers
  • Help to oversee RME’s Service training regimen, advocate for the development of Service management skills, and help to ensure Tech training is actively pursued and completed
  • Provide individual branch Service needs assessments, develop action plans with individual Service Sales Managers, and follow through to achieve measurable business results
  • Work diligently to implement all Service marketing plans and to improve Service market share penetration
  • Ensure set productivity targets are met or exceeded by motivating, organizing, and encouraging teamwork at all levels
  • Adhere to and help to uphold all Occupational Health and Safety Standards as the company is committed to the protection of all of its employees
  • Job Requirements and Qualifications Include :

  • Solid knowledge of and experience with technical aspects of agriculture and heavy industrial equipment
  • Experience in a Regional and / or Strategic level Service role is an asset
  • Post-secondary education or training in Business, Management, or Leadership an asset
  • Strong computer and typing skills including Excel, Word, PowerPoint, Outlook, internet, and ERP and / or dealership management software
  • Strong understanding of the following :
  • o Labour rate pricing

    o Customer service rate multiples

    o Shop supply pricing

    o Service market potential

    o Service marketing activities

    o Service selling tools

    o Service labour cost of sales

    o Recovery rates

    o Lost opportunity analysis

    o Service labour mix

  • Proven leadership, coaching, and mentorship of individuals to ensure appropriate staffing, training, and employee development
  • Excellent verbal and written communication skills for use in proposal writing, presentations, and customer experience reviews
  • Strong and proven project and time management skills
  • Excellent organizational skills and keen attention to detail
  • Ability to work effectively under tight deadlines and manage projects independently
  • Regional travel within assigned region required 80-100% of the time
  • We offer an exceptional compensation structure with benefits including health, disability and dental coverage, incremental wage increases per company policies, ad-hoc performance bonus', work boot payment, tool allowance loan, personal days, and an employee stock ownership plan that allows employees to contribute to an RRSP or Non-RRSP account that will be invested in RME stock.

    If you are the right candidate, we will contribute to relocation expenses.

    We thank all applicants for their interest; however, only candidates selected for an interview will be notified.

    Category : Service

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