Job Details

Branch Operations Manager & PSSR

Scope

The Branch Operations Manager is responsible for the overall performance of the Juneau Branch (planning, resourcing, and revenue development across identified business lines in the assigned area of responsibility). The role also includes the responsibility of Parts & Service business development. Special emphasis on profitable growth and customer satisfaction. This role reports to Business Line Manager Parts & Services USA and is part of the Parts & Services USA Management Team.

Main Responsibilities

• Responsible for all operations and services under the branch.
• Develops and enhances the overall relationship with customers leading to constructive and profitable business partnerships.
• Direct manage critical customer accounts and build strong business relationships with relevant customer personnel.
• Develop sales opportunities for parts & service products, through fleet gap analysis and customer needs.
• Investigates competitor activities and conducts relevant market research that enables market competitiveness.
• Contribute to the development of the long-term strategies for support and customer growth.
• Keep up to date with competitor activities, fleet, win and lost deals.
• Continuously improve customers service levels, including quality of field service, parts availability, component repairs, and technical support.
• Utilize the CRM as a sales tool, creating and maintaining opportunities, compiling visit reports and record visit reports.
• Maintain customer records and regularly update fleet data in the territory.
• Identify aftermarket issues & customer concerns and acts as liaison with customers through to completion.
• Develops and maintain a strong branch team to support the customers.
• Drive execution of branch strategy.
• Perform other duties as assigned.

Safety and Environment

• Complies with the Company's safety policies and applicable government, customer, or industry regulations or requirements.
• Identifies and reports any unsafe work habits and hazards.
• Strives to find safer ways for customers to work with the Company's products.
• Attend health and safety related trainings.
• Ensure Risk Assessments are performed ("Take Five") prior to each task.
• Team to work in the safest manner as reasonably practicable.
• Comply to PPE requirements.

Customer Service
•Liaises with customers and Divisions to ensure all issues resolves on time.
•Ensures customer satisfaction within the area of primary responsibility.
•Coordinates and secures specialized resources in line with customer requirements.
•Provides regular reports on business activities, opportunity development, and overall satisfaction of the Customers base.

Operations
•Deliver high-quality service to ensure maximum uptime of customer's equipment.
•Manage parts inventory efficiently to ensure the rights stock is in place to support the customers while meeting the minimum stock turn requirements.
•Optimize the turnaround time of component repairs at the branch.
•Develop a high competent field service team to support the customers.
•Deliver high-quality pre-delivery inspections of new equipment, install local options, and deliver equipment that exceeds customer's expectations.

Financial
•Develops and implements agreed business targets to include revenue, expense, resourcing, and networking capital elements.
•Develops long-term targets supported by annual budgets and goals.
•Responsible for achievement of agreed targets through the sales forecasting process.
•Follow up on accounts receivables and ensure payments of overdue customer accounts.
•Ensure branch compliance and all policies are implemented & adhered to.

People Management & Development
•Hires, coaches, motivates, trains, evaluates, and directs team members to accomplish defined goals and objectives.
•Manages, motivates, and influences ad-hoc teams as driven by business needs.
•Plans and assigns responsibilities to team members to ensure adequate customer coverage.
•Ensures implementation of the technical training program

Personal Leadership
•Ensures that all activities are aligned with the Company's values and current Company Policies and Procedures
•Stays current on industry developments, competitive offerings, and issues affecting sales and customers.
•Takes responsibility for personal development and enhancement of skills.
•Proactively ensures community involvement within the area of responsibility.

Education & Experience requirements
•Technical or business qualification is necessary.
•Five years experience in management.
•Experience working in service or customer account manager will be advantageous.

Skills required
•Strong knowledge of the industry
•Excellent leadership skills with the ability to manage a team of various skill levels.
•Application knowledge
•Strong customer service focus
•High level of professionalism, honesty, and integrity
•Flexible, self-motivated with demonstrated initiative.
•Ability to see the big picture yet focus on the detail.
•Commercially astute with demonstrated business acumen.
•Ability to assess and manage business risk.
•Demonstrated leadership skills with the ability to motivate others to achieve outcomes.
•Ability to lead and work as part of an integrated broad team.
•Ability to conduct presentations, train, and transfer knowledge to others.
•Strong ability to build relationships within the industry.
•Advanced interpersonal skills including the ability to influence and negotiate at a senior level.
•Strong written and verbal communication skills
•Excellent listening skills
•Facilitation skills
•Strong problem-solving skills.
•Ability to travel when required, domestic & international.
•Computer literacy.