Field Service Operations Manager

Brandt Group of Companies; Kamloops; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Continuous learning & development

Advancement opportunities

Comprehensive benefits package

Retirement planning

Job summary

Brandt Group of Companies in British Columbia is seeking a Field Service Operations Manager to lead and support customer-facing service functions across the BC region. You will drive profitability of service departments by applying best practices and mentoring branch service teams to deliver exceptional customer service.

You will collaborate with Service Managers to set strategic objectives, analyze performance gaps, and implement improvement initiatives that boost efficiency and customer

Qualifications

• 6-10 years’ experience as a Service Manager for a heavy equipment dealer.
• Ability to audit in compliance with company policies and procedures.
• Ability to develop business plans with a focus on superior customer service.
• Ability to lead branch service managers in following a structured business plan.
• Proficient in Microsoft Office applications.
• Relevant post-secondary education considered an asset.

Responsibilities

• Collaborate with Service Managers to establish objectives and plans to improve sales, margins, expenses, and profitability within service departments.
• Identify key performance gaps and set measurable objectives in billing accuracy, WIP management, and warranty reimbursement.
• Develop actionable performance improvement plans to enhance efficiency across service operations.
• Assist Service Managers in executing improvement initiatives with measurable progress.
• Monitor plan execution to ensure achievement of service department goals.
• Conduct audits to verify compliance with policies, procedures, and regulatory standards.
• Apply 5S and Lean principles to optimize workflows and productivity.
• Ensure audit criteria and customer satisfaction metrics are met or exceeded.

Skills

Leadership

Strategic planning

Customer service focus

Lean 5S

Education

Post-secondary education asset

Tools

Microsoft Office

Job description

Brandt is currently seeking a Field Service Operations Manager for the British Columbia 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 development of our branch service teams. The Field Service Operations Manager is responsible for driving the profitability of the service departments using established best practices. This role mentors and leads the service teams within branches as they support their customers.

Who We Are

Brandt is a customer driven company, privately owned and family run, strengthened by diversification and succeeding through specialization. We operate over 170 locations across Canada, the USA, Australia, and New Zealand.

For nine decades, the people of Brandt have stood shoulder-to-shoulder with the hardworking people that we serve. And really, there’s no place we’d rather be because just like them, it’s when we’re working hard and getting things done that we’re at our best.

Our success is driven by a passionate belief in the unlimited potential of our company and the ultimate success of our customers and we act on that belief every single day.

That’s Powerful Value, Delivered.

What You Will Be Responsible For

• Collaborate with Service Managers to establish clear objectives and strategic plans aimed at improving sales, margins, expenses, and profitability within the service departments.
• Partner with Service Managers to identify key performance gaps and set measurable objectives in the following areas:
• Billing accuracy and timeliness.
• Work in Progress (WIP) management.
• Warranty reimbursement
• Develop actionable performance improvement plans tailored to enhance efficiency and effectiveness across service operations.
• Assist Service Managers in executing improvement initiatives to ensure seamless implementation and measurable progress.
• Monitor and follow up on plan execution to guarantee achievement of targeted service department goals.
• Conduct thorough audits to verify compliance with company policies, procedures, and regulatory standards, ensuring operational integrity.
• Apply 5S and Lean principles to optimize workflows, reduce waste, and enhance productivity within service teams.
• Ensure dealer audit criteria and customer satisfaction metrics are consistently met or exceeded to uphold quality standards.
• Other duties as assigned.

What We Look For

• 6-10 years’ experience as a Service Manager for a heavy equipment dealer.
• Clear understanding of how to audit in compliance with company policies and procedures.
• Ability to develop business plans with a focus on providing superior customer service.
• Ability to lead branch service managers in the benefits of following a structured business plan.
• Proficient in Microsoft Office applications.
• Relevant post-secondary education considered an asset.

What We Offer

• Competitive compensation: we offer fair, market-based wages that recognize your skills, experience, and contributions.
• Continuous Learning: through on-the-job training and educational opportunities.
• Advancement opportunities within a growing company that values initiative and teamwork.
• Comprehensive benefits coverage: including health, dental and more to support your wellbeing.
• Retirement planning: Pension and RRSP programs to help you invest in your future.

When you work for Brandt, we work for you. It’s as simple as that.