Service Manager, Earth Moving Technology

at  LiebherrCanada Ltd

Reporting to the Regional Customer Service Manager, the Service Manager is responsible for the integrity, growth and profitability of the service department and supporting LCA business objectives through efficient and effective management of the service operations. The Service Manager models the way for safe, environmentally sound, and healthy work behaviours in the workplace in compliance with LCA’s Health & Safety guidelines. The successful incumbent takes full ownership of the department and maintain Health & Safety, Quality and Production as top priorities at all times.

• Lead, inspire, coach and guide employees to achieve personal and Liebherr Canada goals
• Support employee development through orientation, training and performance management
• Develop, implement and manage improvements for all aspects of customer service and product support
• Provide a sense of urgency and foster a team environment to encourage consistent growth
• Oversees the process and communication flows for the workshop and field service functions, providing leadership, guidance and support to the service supervisors to ensure proper work order processing and adequate WIP management for all sales orders types as well as accurate and timely billing
• Communicate effectively with the team and occasionally make visits to our service technicians in the field
• Work in partnership with the equipment sales department in accordance with the company’s sales strategy
• Work in partnership with the warranty team to ensure that quality standards are met as well as accurate and timely processing of factory claims
• Work in partnership with the parts team to ensure inventory level is maintained at acceptable levels based on local machine population and customer demands
• Work in partnership with CSSR’s, PSR’s and regularly visit customers to resolve disputes, identify needs and create business relationships that drive service growth
• Work in partnership with technical support and training teams to identify technical limitations and training needs to develop and improve performance of Liebherr Canada EMT service technicians in the workshop and field
• Regularly review and monitor service dashboards taking timely action to ensure determined KPI objectives are met
• Perform regular spot checks to ensure proper cleanliness and organization of workshop, surrounding areas, field service vehicles, tools and working equipment. Set clear expectations, provide support and hold service supervisors accountable for maintaining Liebherr standards in the work areas at all times
• Regularly review, monitor and approve operational expenses such as operating supplies, service vehicle repairs, tools, overtime, personal expense reports, etc.
• Provide backup support to service supervisors as required answering customer calls, providing support and technical advice, scheduling and dispatching technicians
• Manage conflicts proactively by active listening to employee’s concerns, communicating effectively, being impartial, empathizing and maintaining a positive attitude while effectively solving problems that may arise in the service department
• Other duties/projects as assigned