What You'll Do – The Role (Responsibilities)

• Provide direction and support to Service Sales Representative, Technicians, Parts Shipper, and Administrative Support Staff. Hold them accountable for quality, productivity, and customer service.
• Coach, mentor, and lead the services team to achieve sales and gross margins. and income results that exceed forecasts
• Direct support and responsibility of Service Sales Representatives in achieving new agreement sales targets, major repair, and Agreement retention rates.
• Communicating, explaining, and reinforcing company; goals, objectives, plans and strategies.
• Increase technician productivity with the objective of improving our competitiveness and increasing income.
• Provide leadership in achieving service metrics targets.
• Project manage major repairs and special projects ensuring the proper number of hours and material is quoted with on time service delivery.
• Develop and enforce procedures that will increase warranty compensation. Work directly with Generac and other suppliers on dispute resolution and denied claims.
• Utilizing all available resources effectively, champion significant failures to ensure they are completed in an expedient and cost-effective manner.
• Responsible for field service accounts receivable issue resolution. Take a proactive approach in resolving customer complaints and disputes. This will involve direct customer contact with predetermined concession negotiation authority.
• When requested, evaluate repair quotes to ensure the proper number of hours and material is quoted.
• Lead contact for facility – landlord communication, alarm system, keys, cleaners, inspectors, fire extinguishers, life safety inspections, etc. Identify and report any necessary building repairs, obtain estimates, and coordinate repairs upon approval.
• Responsible for ensuring a professional and safe work environment for all employees. Report any unsafe work environment to the Company health and safety officer or employee relations matters to HR.
• Assist technicians in determining if they should proceed or stop work on startups, load banks, and other service activity where H&S or site preparedness has been raised as an issue.
• Assist HR with employee relations, investigations, disciplinary actions, and onboarding of new employees.
• Manage uniforms, PPE, tool requirements & load bank maintenance.
• Manage and approve technician overtime and related time sheet review and approval.
• Complete a “Work With” with each technician a minimum of 2 times per year. This valuable time will be used to encourage feedback and recommendations plus ensuring appropriate Service Delivery, Technician on Site Performance, and Health and Safety levels. Work With requirements will increase with new technicians as needed.
• Consult with Manager Technical Services to achieve training required to service the branches' equipment base.
• Ensure the coordination and scheduling of maintenance and repair always prioritizing emergencies and verifying credit worthiness. All scheduled service appointments are to be kept. In circumstances beyond our control make sure the customer is contacted prior to the scheduled appointment and advise them of the change.
• Coach, mentor and lead the team to achieve Service sales, Field Service and Parts sales, gross margins and income that exceed forecasts.
• Hold the service team accountable for budgets, activities, customer commitments, metrics, and customer service.
• Present new ideas for revenue growth.
• Provide budgets, forecasts, and operational objectives as requested and required.
• Lead quarterly branch meetings.
• Coordinate annual roundtable and town halls.
• Organize a minimum of two social events annually.
• Human resource duties include timely annual and semi-annual employee reviews, recruiting, compensation, team building events, disciplinary action, employee development, safety, and training.
• Before taking any action, communicate concerns about the job performance of individuals on the team to your manager for discussion.
• As the lead contact for our facility our BSM optimizes operations within budget.
• Point of contact for IT infrastructure and maintenance within the local facility.
• Primary decision maker in the event of a power outage or a declared state of emergency by any level of Government within the region.
• Other tasks and responsibilities as may be required from time to time consistent with the position of Branch Service Manager and the job description and duties set out herein.

What You Need (Requirements)

• High school graduate and post-secondary education.
• 5+ years of related experience
• Follow the Company's Communications Covenants
• General understanding of computerized business systems.
• Excellent working knowledge of:
• Microsoft Office and computers.
• Business Systems: GP, Finance Reporter, CRM, with proficiency in creating and scheduling service calls, managing smart lists, creating purchase orders, receiving, and posting parts to work orders, accessing financial reports, creating customers in CRM and creating service quotes in CRM. Etc.
• Maintain a well-organized and clean work area.
• Valid driver's license and personal vehicle insurance. Operate your company vehicle in keeping with the Company Policy. See “Use of Company Vehicles” in the employee handbook. Follow all Ministry of Transportation rules and regulations.
• Ensure all company documents are accurate, professional, spell checked, and aesthetically pleasing for all our customers and suppliers.
• Work harmoniously with other departments in the Company working towards our corporate vision of: “To be your destination of choice”.
• Adhere to all Health and Safety rules and recommendations, never making compromises in a situation that is potentially unsafe.
• The Product Support team is to “Provide the Best Customer Service in the Industry”. Work with the Director and peers to develop, recommend and establish policies, practices, and systems to achieve this strategic objective.
• Present a professional image to the company's customers and suppliers maintaining the highest ethical standard of conduct.
• Promote the Company and its product offerings to new and existing customers.
• In the case of a power outage or declared State of Emergency by any level of Government, be available for work.

Working Conditions

• Travel will be required. A valid passport and ability to enter the US may be required on occasion.
• Ability to attend and conduct presentations.
• Manual dexterity is required to use desktop computers and peripherals.
• Overtime as required.
• Lifting or moving up to 40lbs may be required.