Manager, Field Services - Northern Alberta
Kal Tire
Edmonton, AB
Reporting to the Zone Manager, Commercial, Edmonton, AB, the Manager, Regional Field Service is responsible for optimizing the Field Service business within a region while providing operational support, which includes management of service delivery operations (end to end) and improvements made on service performance. The Manager, Regional Field Service must focus on creating a safe environment and an efficient operation based on the Kal Tire AIMS.

CORE RESPONSIBILITIES

Operations

Focus on building overall business performance using indicators such as customer service level, profitability and growth; develop and meet targets in business growth and profitability.
Focus on profitability by controlling costs and expanding market share.
Support sales group and Regional Sales Manager in analyzing new business opportunities and growing field service segment of the business.
Provide support and oversight to the Supervisor, Field Service Operations Support in managing the day to day functions of the Field Service business.
Forecast and assess workforce requirements based upon contract commitments and potential future business.
Determine best practices for various procedures. Work with the Field Service team and sales group to develop fleet service procedures and efficiencies, ensuring they are well defined and understood.
Oversight of the Field Service operation which provides best careers for team members while building customer trust.
Act as liaison between sales and operations for the purposes of field service business.
Ensure equipment fleet’s image and cleanliness is upheld.
Service Excellence

Responsible for providing customer service which exceeds that available from the competition or expected by the customer
Demonstrate superior knowledge in maintaining service quality across tire repair and installation services
Ensure Field Service team is providing top notch customer service
Health, Safety & Environment

Support all aspects of Kal Tire’s Journey to Zero.
Initiate conversations around safety by recognizing best practices and acting on unsafe behavior when it is observed.
Lead by example regarding safety, CSR practices and compliance.
Support the Health and Safety Committee.
Ensure onsite inspections are completed by the sales group on a monthly basis.
Personally lead onsite inspections and follow safe work procedures on site.
Ensure the appropriate resources are available and maintained for the Field Service team, ensuring safety and image standards are adhered to.
Training & Development

Support the Supervisor, Field Service Operations in developing an onboarding and training program which will ensure team members have the knowledge and skills needed to meet our commitments.
Proactively train team members to attend to differing customer needs, perform superior tire repair and installation work.
Assess training requirements based on both current and future business needs.
Promote a work environment in which team members can continuously improve their skills and expertise through training and development.
Leadership

Support, guide and provide direct supervision to the Field Service Technicians and to the Supervisor, Field Service Operations Support.
Recruit Field Service Technicians and ensure they receive appropriate training to meet service level objectives.
Provide leadership to the Field Service Technicians and Supervisor, Field Service Operations Support by coaching and evaluating / managing their performance on a regular and ongoing basis.
Set clear understanding of annual targets and objectives; lead team in working towards achievements.
Mentor / coach the Supervisor, Field Service Operations in team management.
Ensure a professional image is maintained across the Field Service team members, facility and equipment.
Foster a safe, healthy and positive work environment.
KEY PERFORMANCE INDICATORS

Long term success is built through overall business performance measured in terms of profitability, growth and customer service levels.
Professional image is maintained across Field Service team members, facility and equipment.
Satisfactory net profit.
Team members work well together in a safe, positive environment.
Safety record.
WORK EXPERIENCE
Operations management experience, preferably in Field Service.
Management experience with a focus on customer service.
KNOWLEDGE, SKILLS AND ABILITIES

Above average interpersonal and communication skills.
Ability to develop a work environment based on a team approach.
Understanding of sales and business development.
Solid understanding of, and demonstrated ability in, the core functions of business needed to support a satisfactory net profit such as control of expenses, inventory and labor.
Awareness of changing business conditions and ability to seek opportunities.
Commitment to safety in the workplace.
Effective leadership skills, with a strong focus on accountability to the business processes.
High level of integrity.
Able to work well under pressure.
Able to deal with people sensitively, tactfully, diplomatically, and professionally at all times.
EDUCATION

Grade 12 or GED equivalent.
SPECIAL REQUIREMENTS

Travel within the region.
Kal Tire AIMS

Must be consistently able to demonstrate the Kal Tire AIMS:
Earn trust of customers by providing them with quality and value of service and products.
Work productively, efficiently, and contribute.
Work towards expansion of the company and maintain competitiveness in the industry.
Honesty and Integrity.