Shop Service Manager

at  Crown Lift Trucks ULC

Crown Lift Trucks is the premier material handling dealer in Canada. We are a leader in the industry and are considered a one-stop shop for all material handling needs. Crown Lift Trucks Canada operates eight full-service branches in both Ontario and Quebec offering complete service solutions including maintenance programs, parts supply, and training.

POSITION SUMMARY

Responsible for the management of the Mississauga shop including, shop workflow of New, Used, Demo, Rental, and Customer orders. Responsible for scheduling and operation of the shop, and performance of Shop Service Technicians. Also responsible for coordination of shipping and receiving. Reporting to this position are Shop Supervisors and Shipping Coordinators. This position reports to the Branch Manager.

• Manage the Shop: Direct and manage the Shop Supervisors, Lead Shop Technicians, Shop Technicians, and Shipping Coordinators, and plan shop workflow. Control costs for shop activities. Train and oversee proper safety practices, including servicing and operating equipment. Oversee inspection, diagnosis, troubleshooting, and repair of lift trucks and other equipment. Assist with inventory counts of equipment stored in building. Maintain 5S organization throughout the shop.
• Supervise and Train Staff: Review employee paperwork, logbooks, and timecards. Participate in recruiting and interviewing activities. Responsible for training, coaching, motivating, and developing direct reports. Perform employee performance reviews. Make compensation recommendations. Work with human resources department and management on disciplinary actions including terminations.
• Customer Relations: Maintain contact with customers regarding equipment brought into the shop. Monitor product order and inventory status to ensure timely and accurate delivery and invoicing. May be required to review and prepare customer service repair quotes and obtain customer approval. Handle customer and service complaints and issues related to shop repair work. Maintain good customer relations.
• Collaboration and Communication: Communicate with management and other personnel on shop work status. Collaborate with Rental Coordinators regarding maintenance and condition of rental fleet. Administer Company goals and policies through monthly service/safety meetings. Maintain paperwork flow, records, and reports as needed for efficient operation of the shop.
• Safety and Compliance: Coordinate and follow factory service requests, tests, and field modifications. Assist accounts receivable staff with past due accounts. Process paperwork regarding WSIB and accidents. Train and oversee proper safety practices within the shop.
• Perform other duties as assigned.

KNOW HOW & EXPERIENCE

• Relevant college diploma (or equivalent).
• Prior experience in running and managing operations.
• A valid driver’s license.
• Technical and repair knowledge.
• Prior experience implementing 5S, Kaizen, or Lean Six Sigma strategies is preferred.
• Computer skills and working knowledge of Excel and Word programs.
• Excellent communication, interpersonal, motivational, and training skills.
• Demonstrated customer relations ability.
• Demonstrated problem solving and decision-making skills, with excellent organizational and planning skills.

PHYSICAL REQUIREMENTS

• Must be able to safely operate lift trucks and vehicles/service vans.
• Must be able to frequently keyboard and use mouse.
• Must be able to occasionally lift/carry/push/pull up to 50 lbs., bend/stoop/twist, squat, reach below knee level, reach above shoulder level, climb stairs, climb ladders, grip/grasp, torque, work with arm outstretched, work above chest level, and pinch grip.
• Possible exposure to hot and cold temperatures, dust, solvents, fuels, battery acid, and noise pollution.

• Manage the Shop: Direct and manage the Shop Supervisors, Lead Shop Technicians, Shop Technicians, and Shipping Coordinators, and plan shop workflow. Control costs for shop activities. Train and oversee proper safety practices, including servicing and operating equipment. Oversee inspection, diagnosis, troubleshooting, and repair of lift trucks and other equipment. Assist with inventory counts of equipment stored in building. Maintain 5S organization throughout the shop.
• Supervise and Train Staff: Review employee paperwork, logbooks, and timecards. Participate in recruiting and interviewing activities. Responsible for training, coaching, motivating, and developing direct reports. Perform employee performance reviews. Make compensation recommendations. Work with human resources department and management on disciplinary actions including terminations.
• Customer Relations: Maintain contact with customers regarding equipment brought into the shop. Monitor product order and inventory status to ensure timely and accurate delivery and invoicing. May be required to review and prepare customer service repair quotes and obtain customer approval. Handle customer and service complaints and issues related to shop repair work. Maintain good customer relations.
• Collaboration and Communication: Communicate with management and other personnel on shop work status. Collaborate with Rental Coordinators regarding maintenance and condition of rental fleet. Administer Company goals and policies through monthly service/safety meetings. Maintain paperwork flow, records, and reports as needed for efficient operation of the shop.
• Safety and Compliance: Coordinate and follow factory service requests, tests, and field modifications. Assist accounts receivable staff with past due accounts. Process paperwork regarding WSIB and accidents. Train and oversee proper safety practices within the shop.
• Perform other duties as assigned