Factory Service Branch Manager

Milwaukee ToolGreenwood, MT
12d

About The Position

We are seeking a highly motivated and experienced Factory Service Center Branch Manager to join our dynamic team ! Under the direction of the Regional Service Operations Manager , the Factory Service Center Branch Manager will play a critical role in overseeing and managing the operational activities of our Factory Service Center s and develop our Service team to support individual g rowth and increase organizational capacity. The manager will lead a team of technicians and support staff that ensures the delivery of high-quality customer support and product service to distribution and end users , optimizes operational efficiency, and drives continuous improvement opportunities. The ideal candidate will possess strong leadership skills, operational expertise, and a customer-centric approach.

Requirements

  • Bachelor’s degree or equivalent experience preferred. Preferably business-related.
  • Minimum of 3 years’ experience in a Sales/Service /Operations related field is preferred.
  • Prior management experience is preferred.
  • Must be proficient in computer skills and Microsoft Office applications.
  • Must possess effective business communication skills, broad business perspective, and market savvy.
  • Strong leadership and team management skills.
  • Excellent problem-solving and decision-making abilities.
  • Exceptional communication and interpersonal skills.
  • Proficiency in operational management software and tools.
  • Ability to work under pressure and manage multiple priorities.
  • Must possess a valid driver’s license.
  • Ability to travel up to 10-15% using the quickest and most cost-effective mode of transportation (Flight, Bus, Train, & etc.)

Nice To Haves

  • Bilingual (English/Spanish) a plus.

Responsibilities

  • People , Culture & Strategic Leadership: F oster Milwaukee Culture expectations with team to create empowered leaders and a one team mentality , and drive innovation and an always improv ing mindset to maximize organizational capacity and create a collaborative and high-performance team .
  • Set performance goals and objectives , conduct regular evaluations, provide feedback and monitor training to help develop team .
  • Develop goals and self-evaluate performance toward achieving those goals.
  • Align with the Regional Service Operations Manager’s efforts to train, coach & mentor for continuous improvement in his/her performance.
  • R ecruit and hir e high potential employees and execute onboarding and continuing education training to develop team, expand organizational capacity and foster employee growth .
  • Drive cross-functional engagement with key business partners to achieve strategic objectives, exceed metrics and deliver on critical improvement projects .
  • Operational Oversight: Supervise direct - report employees, including coordinating, prioritizing and overseeing all activities, while driving direction of branch operations and assigning responsibilities and duties.
  • Recommend to leadership personnel changes in status and resource allocation and maintain conformance with Company policies and procedures.
  • Coordinate with other departments to ensure seamless service operations.
  • Manage day-to-day branch operations, in an effort to support customers, grow market share, profitability and service levels.
  • P&L responsibility with expectation to operate within trending, budget and KPI goals.
  • Perform administrative activities necessary for the effective management of direct reports, including pay administration, setting goals and objectives, and planning, organizing, integrating, and measuring the work performed.
  • Assist Regional Service Operations Manager with relocation and lease renewals , including market assessments , physical , system , operation al , space planning and security improvements to optimize operations, customer experience and financial results.
  • Drive operational excellence through o ptimize d inventory management and cycle counts , sales and service counter responsibilities , proper financial transactions and record maintenance as required .
  • Assist in answering alarm calls and take necessary action to secure company property and goods when needed.
  • Assist service leadership in various projects and branch operations as assigned.
  • Customer Service Excellence: P osition self and team as expert s , resource s and leader s with the field sales, marketing and Service organizations for support and implementation of NPD processes , programs and operations , and proactively assist in solutioning proper service support for distribution and end users.
  • Strategically plan customer visits and partner with Sales / Jobsite Solutions (JSS) to cultivate relationships, deliver presentations, offer innovative after-sales programs and communicate plans.
  • Create opportunities for the account/end user to grow their relationship and business with Milwaukee Tool , leveraging after-sales solutions vs. competi tive programs .
  • Present reports to the accounts which show after-sales KPI tracking and areas of concern and/or opportunity.
  • Drive resolution for customer and Milwaukee field team escalations for repairs, warranty guidelines and program support.
  • Act as a liaison between the Service branches , our customers and field team.
  • Ensure customer satisfaction by maintaining high standards of service quality.
  • Develop strategies to enhance customer experience and loyalty.
  • Quality & Continuous Improvement: Stay current with industry trends and advancements to maintain a high level of technical expertise and use to assist in n ew p roduct d evelopment support, execution and innovation.
  • Provide feedback from the field to corporate management regarding: Product and application trends related to new After-Sales products and services. Quality and performance of Milwaukee products with follow up with Q.E. as needed. Trends in competition, end users and channels of distribution.
  • Identify areas for improvement and implement process enhancements.
  • Lead initiatives to improve operational efficiency and effectiveness.
  • Implement and train team to practice and execute 6S
  • Ensure that Repair Technicians team adheres to quality standards and best practices learned during training and executes to deliver to metrics.
  • Maintain and update required resources , fixtures and equipment within network to ensure locations follow Milwaukee Service quality and s tandards.
  • Reporting and Analysis: Prepare and present regular operational reports to leadership .
  • Analyze operational data to identify trends, issues, and opportunities.
  • Utilize data-driven insights to make informed decisions.
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