Field Operations Manager - Service

Brandt Group of Companies; Fredericton; On-site; CAD 70,000 - 110,000; Full time

Job summary

An established industry player is seeking a dynamic Field Operations Manager to lead customer-facing service support in the Atlantic region. This pivotal role involves executing strategic business plans, mentoring service teams, and driving profitability across branches. The ideal candidate will have a strong background in customer service management, financial analysis, and operational leadership, with a commitment to implementing Lean principles. Join a forward-thinking company that values innovation and teamwork, and make a significant impact on service excellence and customer satisfaction.

Qualifications

• Proven experience in customer service management and operational leadership.
• Strong understanding of financial metrics and performance improvement strategies.

Responsibilities

• Execute customer support business plans to enhance profitability.
• Review branch financials and guide performance improvement plans.
• Implement Lean principles and ensure audit criteria are met.

Skills

Leadership

Customer Service Management

Financial Analysis

Lean Principles

5S Methodology

Education

Bachelor's Degree in Business Management or related field

Job description

Due to growth, Brandt is currently seeking a Field Operations Manager for the Atlantic region. The Field Operations Manager provides leadership and support for Brandt Tractor customer-facing service support functions. This position executes our strategic business plan and oversees the development of our branches' service teams. The service field team's primary responsibility is to drive the profitability of the service departments. As the key person in this region, the Field Operations Manager must mentor and lead the team as they support their customers. Plans, processes, and communication must be developed and implemented to liaise with the Branch network, which in turn provides front-line support to our customers. Travel is required; however, the ideal candidate can be based anywhere throughout the specified region.

Duties & Responsibilities

1. Execute our customer support business plan and strategies to make our parts and service operations distinctive to the customer and profitable for the business. Oversee the successful implementation and execution of these plans through the branch operations.
2. Assist locations in guiding and building succession plans for each branch and their key roles.
3. Review branch financials and conduct monthly reviews with the team, helping identify areas of focus.
4. Develop plans for improved performance of each department.
5. Review and follow up on branch visit report cards, ensuring clear lines of sight on action items.
6. Understand 5S and Lean principles and support their implementation as we roll them out to new stores.
7. Ensure dealer audit criteria are met at the branches.
8. Collaborate with Division and Regional CSA managers to provide consistent support for the stores.