Are you ready to join a team recognized as a Platinum Certified Canada’s Best Managed Company and one of BC’s Top Employers? As part of Wesgroup Equipment, a trusted name in the industry, Westerra Equipment has been selling, renting, and servicing equipment across British Columbia, while also providing safety training to ensure effective machinery operation. We offer a wide range of equipment for industries like warehousing, milling, construction, drilling, and environmental processing. Join our team of People-Focused Problem Solvers and build a career where your contributions truly make a difference!
Reporting to the VP of Operations, this position oversees the Service Department of Westerra Equipment in Nanaimo and Victoria branches. This position will work closely with the management team to support high levels of customer experience, employee engagement and profitable revenue growth.

KNOWLEDGE, SKILLS AND ABILITIES:

• Skills in diagnostics and repairs on spark ignition LPG engines and systems, diesel compression ignition engines, hydraulics, hydrostatic drives and electrical systems, and electric powered industrial trucks.
• Excellent customer service skills.
• Ability to develop and maintain a highly effective team.
• Strong troubleshooting and problem-solving skills.
• Strong execution and communication skills both verbal and written.
• Excellent organizational and interpersonal skills.
• Ability to contribute positively to the team environment with willingness and desire to learn.
• A proactive autonomous individual driven by own high standards and desire to succeed.
• 3-5 years’ experience in a supervisory or service manager role.
• High school diploma.
• Valid driver’s license and clean driving record.

KEY RESPONSIBILITIES:

• Manage a team of technicians on all aspects of productivity, scheduling and billing.
• Liaise directly with customers providing equipment repair updates and accurate costing expectations.
• Provide follow up with both internal and external customers for technical related issues.
• Develop and work within budgets to maintain a profitable operation under best practice industry model.
• Drive team productivity to reach or exceed monthly targets.
• Actively support employees to ensure high levels of teamwork, engagement and customer service.
• Facilitate product technical support to technicians from OEM’s.
• Monitor technical training requirements of team and arrange training when needed.
• Promote and maintain a safe and clean working environment, complying with all relevant legislation.
• Maintain tool inventories including software testing and serviceability checks.
• Deliver differentiation via our G.R.I.T brand through consistent, exceptional measured customer service.
• Proactively seek opportunities to grow our service business.
• Execute initiatives that contribute to long-term operational excellence and maximize efficiencies including service, warranty programs and parts operations at the branch.
• Oversee Warranty Administration.
• Other duties as assigned.

TALENT MANAGEMENT RESPONSIBILITIES:

• Ensure adherence to company Human Resources practices and procedures and fostering of positive ongoing relationships with all employees.
• In conjunction and consultation with the HR department, ensure all necessary training and education is kept current, updated and improved.
• In consultation with the HR department, is responsible for the preparation and implementation of staff performance reviews, staff development, objective setting, and succession planning.
• Train, develop, mentor and coach junior team members.
• Responsible for maintaining efficient and productive staffing levels.
• Ensure the companies “ways of working” are modeled and adopted throughout their team; the incumbent will work with the company’s values to deliver a positive constructive work environment.
• Responsible for the safety of all their staff.