Service Manager - Timmins, Canada - Epiroc Customer Center

Epiroc Customer Center

Verified Company

Timmins, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Service Manager - Central North

The role of a Service Manager is to develop a service team capable of supporting the installed base of equipment in the designated area while incorporating Epiroc service Vision and Mission.

You shall work within the company matrix organization, in close cooperation with the other company departments, to ensure all Parts and Services business is followed through to the end customer.

You have the full responsibility for Parts and Services results including but not limited to work order profitability, operational cost and customer satisfaction for your customer base.

RESPONSIBILITIES:

Build and develop strong relationships with maintenance planners, parts persons and maintenance managers for all customers in your region. Maintain regular contact with key individuals and promote Epiroc Aftermarket with such individuals.
Provide quotes to our customers for potential work to be performed by the service department.
Quotation responsibilities are but not limited to, Remanufactures, Component Repair and Return, Component Exchange, Service Contracts, Spare Parts opportunities, Welding & fabrication (i.e. Buckets and Boxes) and any other customer requirements that can lead us into opportunities in order to grow Epiroc Aftermarket Business
Work closely with service administration and provide them with necessary information and

- document to ensure timely accurate invoicing and closure of work orders.

Responsible to manage and coordinate the introduction of new Aftermarket products into your region/market.
Support onsite Product Support Technicians. Act as liaison between PST and customer.
Work closely and corporately with Account managers for the customer base given
Coordinate quoted shop and major field work in progress and ensure this is done in a structured manner
Cooperate and plan with the entire After Market organization to ensure all products are supported properly
Collect market intelligence, Rig population to track customer shares, and competitor activities.
Report monthly service orders won, service orders lost and service sales forecasts in forecast database.
Coordinate, support and report to Technical Service all field equipment issues and follow through to ensure corrective actions are implemented with your customers.
Monthly Report to the National Service Manager.
Reporting criteria; rig population including hours, monthly sales, monthly profitability, future sales opportunities (prognosis database), lost opportunities, major technical outstanding issues, human resource challenges, Red Flags)
Good team spirit and communication with all departments (one team approach)
Manage, coach, train and lead employees in a fashion that is consistent with our company culture and management philosophy
Reporting responsibilities to the National Service Manager and Area Manager.
Preparation and participation in Customer Review Meetings and Aftermarket Review Meetings.
Build relations with customers and stakeholders in our business.

EXPERIENCE:

Five to Seven years technical and sales related experience.
A good working knowledge of Microsoft Office and Lotus Notes
Fluent in English (oral & written).
Excellent technical product knowledge for respective business lines as applicable in your regions
Good understanding of the sales and cost budgets, tracking of monthly results, cost control, sales forecast prognosis.
Maintain a high level of people management skill, customer relations, internal relations.
Ability to track and influence growth of customer shares. (How much our customer buy from Epiroc)

KNOWLEDGE/EDUCATION:

Good written and computer based skills, (quotations, reports, meeting minutes, summaries)
This position requires excellent verbal communication and interaction skills.

SKILLS AND ABILITIES:

Work cooperatively with all departments in a spirit of teamwork to address problem areas and stimulate after market sales.
Safeguard the assets of the company in general and reveal no information to competitors or outside parties, which could be harmful to our business.
Manage in the best interest of the company, those assets entrusted to you, these may include but are not limited to, vehicle, Tools, computers, software, phones, faxes and products.
Use the budgeted resources available to you in the most costeffective way for promoting the company's business.
Foster practices within the company that is consistent with its values and beliefs. Share knowledge with colleagues and actively work to raise the competence level of our aftermarket group. Strive for unity and trust within the group and expect to produce results before receiving rewards. Search for truth and avoid propagating rumors.
Act on behalf of peer group members in their absence as and when called upon to do so either by design or circumstance.

LOCATION: