Customer Service Manager Full-time Job

In a leadership role at Finning, a leader in our industry, you have the opportunity to make a difference. With ample opportunity to learn, grow and gain exposure to cutting edge technology in the industry, the Customer Service Manager role offers a world of opportunities for the successful individual.

Responsible for both the daily field & shop repair execution, and customer interaction of the branch and the delivery of branch goals and objectives; in addition to adhering to Finning’s Customer Service Commitment and Service Excellence Operational process. This includes providing clear and effective leadership, demonstrating a healthy and safe work environment for all branch employees, and facilitating targeted levels of customer satisfaction.

For this position, the expected salary range is between $130,000 - $140,000 annually. This range reflects our commitment to providing competitive compensation that aligns with industry standards and your qualifications.

The Customer Service Manager will support Victoria, Nanaimo and Campbell River.

Please note that the actual salary offer will be based on a candidate’s experience, qualifications, and fit for the role. We are dedicated to fostering an inclusive and equitable work environment, and this salary range is designed to support that commitment.

 

 

Job Description:

• Lead, demonstrate and champion a healthy and safe work environment and culture for all branch employees, contractors and customers.
• Ensure that all safety practices and policies and compliance requirements are followed, employees hold and maintain the appropriate safety training required for their position, monthly spot audits are conducted and that at a minimum, safety TRIF and LTI targets are met, while always striving for zero
• Demonstrate clear and effective leadership to branch employees through role and responsibility guidance, performance management, coaching and mentoring and supporting growth, development and training opportunities.
• Provide quality, timely feedback to individuals through formal and informal conversations to support the performance management process
• Share Employee Opinion Survey (EOS) results, solicit feedback, develop and post an action plan on the Action Planning website. 
• Manage day-to-day branch operations, assets, finances including planning, managing and reporting of branch financial results, assets and facilities requirements
• Responsible for reviewing the monthly metrics related to People, Quality, Velocity and Cost with branch employees
• Manage the successful execution of Finning’s Service Excellence Operational process and customer service commitment within the branch
• Owns successful execution on the customer contract (if applicable)
• Direct timely resolutions to customer issues and goodwill settlements
• Responsible for investigating service eforms related to variances, service warranty and service re-do
• Create annual budget, forecasting and review applicable contract management emails if required
• Actively purse monies from CAT recoveries
• Responsible for maximizing recovery of components from CAT and OEM
• Thorough understanding of labor relations and grievance resolution process
• Strong understanding of parts and service processes and systems, Finning’s work order cycle, sales processes, warranty offerings and goodwill practices
• Understanding and adheres to Finning policies and procedures
• Comprehensive understanding of the operational processes, issues, challenges, best practices, people and customers within the industry
• Business acumen and financial planning, budgeting and forecasting knowledge
• Finning’s products, services and industry segments, Customer Service Commitment, Service Excellence Operational Excellence
• Performance Management and Performance Improvement Plan (PIP) processes and the principles of high performance leadership

Experience:

• 8-10 years of previous supervisory or leadership experience
• Marine and Power Systems Experience
• Previous experience on the repair and execution side of business
• Strong mechanical aptitude to expand technical expertise knowledge base and gain experience
• Proven leadership, coaching, mentoring, people and team development skills
• Strong analytical, problem solving and decision making skills
• Proven Financial business acumen
• Proven relationship management skills with a strong customer focus
• Travel will be required in this role

Finning is the world's largest Caterpillar dealer delivering unrivalled service for over 80 years. The company sells, rents and provides parts and service for equipment and engines to customers in various industries, including mining, construction, petroleum, forestry and a wide range of power systems applications.
Finning employs approximately 14,500 people world-wide and operates in three geographies, with the head office in Vancouver, BC, Canada.