National Service Director
Location
Canada | United States
Job description
The National Service Director is an experienced manager with several impactful achievements. Cartesian, curious, and process driven, the Director will oversee a team of over 150 employees and counting which also include a direct team of five Service Directors.
The successful candidate thrives on challenges and excels in performance management, continuous improvement projects, complex process mapping, and customer satisfaction. The National Service Director quickly masters new technologies and has successfully completed various service-related system implementations. Available to travel min 30% of his time.
We are the Canadian leader in telehandlers and are experiencing significant national expansion. Working at Manulift means joining a team of passionate people and seeing that your daily actions have a direct impact on the company’s success. We are known for offering innovative solutions that optimize the productivity and profitability of local businesses.
Main Responsibilities - Structure and implement a production planning strategy by optimizing repair times, workshop/road maintenance, and the priority chart.
- Optimize the quoting processes including the level of quality and deposition.
- Resolve disputes and problematic quotes.
- Make process improvements based on issues identified internally and by our clients.
- Support the technical team in the effective management of problematic cases with customers and suppliers by minimizing settlement times.
- Determine and implement a standard for: visit times, shop/road foremen checkpoints, and technical support.
- Implement a culture of continuous improvement at all levels of your department.
- Ensure national standardization of operations and working methods.
- Monthly analysis of national performance against expected standard repair times.
- Propose different performance indicators and bonus plans.
- Build a work order audit checklist.
- Collaborate with the VP of Operations and the satisfaction department to ensure total customer satisfaction.
- Set up a mechanical training plan with technical support and the training department.
- Promote health and safety in operations and infrastructure in addition to participating in OHS meetings.
- Develop a performance evaluation process for Technicians, Foremen, and Service Managers in collaboration with the VP of Operations.
Experience And Qualifications - Must have perfect command of French and English both verbally and in writing.
- Bachelor’s degree in Administration, Industrial Engineering, or Mechanical Engineering.
- MBA, additional training in project management (PMI) or continuous improvement is an asset.
- Graduated in mechanical field.
- Must be available to travel min 30% of his time.
- Minimum of 10 years of management experience, including 5 to 7 years in an executive position (+100 employees).
- Experience in training development.
- Interest and ease with financial figures and statements.
- Structured and cartesian with a creative sense and good stress management.
- Able to maintain a positive, encouraging, and motivating work environment.
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