Field Operations Manager, Saskatoon

at  Konecranes

Company Description
At Konecranes, we believe that great customer experience is built on the people behind the Konecranes name. Everything we do, we do with passion and drive. We believe diversity drives business success and is the foundation for our growth. We welcome different backgrounds and skills that enrich our community and we promote a place where we can ALL be ourselves. This is what makes Konecranes a unique place to work.
Job Description
The primary responsibility of this position is to direct all aspects of the Operations of the Service Business in a specified location and /or multiple locations across a Territory. Achieve the profitable growth by Operational excellence while delivering to our customers the best experience possible. This position reports to the Territory Operation Manager or/as applicable.
Geographical area of responsibility: As defined by offer letter/Territory coverage.

The specific responsibilities for this position may include but not limited to:

• Oversee the execution of the Safety policies and program by providing leadership in safe work practices. Organize, document and report monthly safety meetings. Approve POWRAs while maintaining all safety-related documentation, per company guidelines/PPE.
• Supervise and Manage all aspects of the daily operations by supporting the field operatives (technicians) and coordinating with staff operatives (Service, maintenance and technical coordinators etc…) to support all service calls, inspections and repairs business.
• Plan/assign/manage field labor hours to maximize profitability and productivity (95%)
• Review margin and manage WIP performance of service jobs to ensure accurate execution within estimated labor hours and costs etc. Analyze and report to management any significant deviations from original job plans or scope of work changes.
• Support and lead schedule of Inspections and Repairs.
• Respond and Support to emergencies, as needed.
• Provide technical guidance to customers and technicians to support or facilitate contact with appropriate resources to support the need.
• Responsible to ensure field operatives perform their safety and visit review and coordinate with inside Sales staff in the Service Review. Coach field operatives to execute the reviews.
• Promote leads brought in by field operatives (technicians and inspectors). Take appropriate actions/quote emergencies to ensure quick response/coordinate with Inside sales.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company. Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.
• Collect warranty information, monitor and report any potential warranty or credit requests to the TOM prior to authorizing work. Communicate status with customer and authorize work/PO, as appropriate, following established guidelines.
• Assist the TOM in establishing training needs and requirements for all field operatives.
• Oversee larger repairs and projects to ensure successful completion.
• Review and approve technicians’ time in MM4 and WP as submitted daily for completeness, accuracy, allocation to the correct job numbers and compliance with company policy.
• Monitor and coordinate the maintenance of company equipment and assets to ensure they are in proper condition and good working order.
• Assist the TOM with conducting spot inspections and audits of the service technicians’ equipment and vehicles and record the results.
• Oversee invoicing weekly to meet company sales targets and continuously maintain the open orders report ensuring that the open orders report reflects the current status of active service work.
• Ensure on-call and 24-hour response is available or negotiate other agreeable actions with customers.
• Monitor the credit control list and assist in collection efforts of problem accounts, as needed. Consult district staff prior to delivery of services or materials to accounts outstanding for over 60 days.
• Responsible for all miscellaneous activities within the branch such as shipping/receiving, shop cleanliness, equipment/building maintenance, answering Service calls.
• Other duties as assigned by supervisor.

Qualifications
A university or technologist degree with major relevance to the position’s purpose is preferred however, prior equivalent experience and training will be considered in lieu of formal degree. three (3) years’ min. experience as a Manager in service related operations. Must have demonstrated leadership skills, well-developed “people” skills, an understanding of mechanical and electrical principles, good written and verbal communication skills and good PC skills. Prior experience with cranes and industrial Service is a plus. Must have and maintain a good driving record. Must be willing and able to travel for different locations.
Additional Information

• Oversee the execution of the Safety policies and program by providing leadership in safe work practices. Organize, document and report monthly safety meetings. Approve POWRAs while maintaining all safety-related documentation, per company guidelines/PPE.
• Supervise and Manage all aspects of the daily operations by supporting the field operatives (technicians) and coordinating with staff operatives (Service, maintenance and technical coordinators etc…) to support all service calls, inspections and repairs business.
• Plan/assign/manage field labor hours to maximize profitability and productivity (95%)
• Review margin and manage WIP performance of service jobs to ensure accurate execution within estimated labor hours and costs etc. Analyze and report to management any significant deviations from original job plans or scope of work changes.
• Support and lead schedule of Inspections and Repairs.
• Respond and Support to emergencies, as needed.
• Provide technical guidance to customers and technicians to support or facilitate contact with appropriate resources to support the need.
• Responsible to ensure field operatives perform their safety and visit review and coordinate with inside Sales staff in the Service Review. Coach field operatives to execute the reviews.
• Promote leads brought in by field operatives (technicians and inspectors). Take appropriate actions/quote emergencies to ensure quick response/coordinate with Inside sales.
• Resolve customer complaints, within established guidelines, to the satisfaction of the customer and in the best interest of the company. Any unresolved issues should be quickly elevated to the next level of management for prompt resolution.
• Collect warranty information, monitor and report any potential warranty or credit requests to the TOM prior to authorizing work. Communicate status with customer and authorize work/PO, as appropriate, following established guidelines.
• Assist the TOM in establishing training needs and requirements for all field operatives.
• Oversee larger repairs and projects to ensure successful completion.
• Review and approve technicians’ time in MM4 and WP as submitted daily for completeness, accuracy, allocation to the correct job numbers and compliance with company policy.
• Monitor and coordinate the maintenance of company equipment and assets to ensure they are in proper condition and good working order.
• Assist the TOM with conducting spot inspections and audits of the service technicians’ equipment and vehicles and record the results.
• Oversee invoicing weekly to meet company sales targets and continuously maintain the open orders report ensuring that the open orders report reflects the current status of active service work.
• Ensure on-call and 24-hour response is available or negotiate other agreeable actions with customers.
• Monitor the credit control list and assist in collection efforts of problem accounts, as needed. Consult district staff prior to delivery of services or materials to accounts outstanding for over 60 days.
• Responsible for all miscellaneous activities within the branch such as shipping/receiving, shop cleanliness, equipment/building maintenance, answering Service calls.
• Other duties as assigned by supervisor