Manager of Parts Knowledge Centre
About The Position
WE ARE SEEKING AN EXPERIENCED MANAGER, PARTS KNOWLEDGE CENTRE TO LEAD OUR PARTS ACCOUNT REPRESENTATIVES TEAM AND SUPPORT CUSTOMERS ACROSS CANADA AND THE UNITED STATES. THIS ROLE IS RESPONSIBLE FOR DRIVING EXCEPTIONAL CUSTOMER SERVICE, OPERATIONAL EXCELLENCE, AND BUSINESS GROWTH THROUGH EFFECTIVE PARTS SUPPORT AND SOLUTIONS. THE SUCCESSFUL CANDIDATE WILL OVERSEE DAILY OPERATIONS, DEVELOP TEAM MEMBERS, MANAGE KEY CUSTOMER RELATIONSHIPS, AND COLLABORATE WITH CROSS-FUNCTIONAL TEAMS TO ENHANCE THE CUSTOMER EXPERIENCE. STRONG LEADERSHIP SKILLS AND KNOWLEDGE OF HEAVY EQUIPMENT, TRUCK, AND CHASSIS PARTS ARE ESSENTIAL.
Requirements
- Proven leadership experience in a call centre, parts, customer service, or other customer-facing technical environment.
- Strong experience managing customer accounts and resolving escalated customer issues.
- In-depth knowledge of heavy equipment, truck chassis, and replacement parts.
- Experience with CRM platforms, inventory management systems, and related business technologies.
- Demonstrated ability to lead, coach, and develop teams, including remote or geographically dispersed employees.
- Strong analytical, problem-solving, communication, and relationship-building skills, with the ability to manage multiple priorities in a fast-paced environment.
- Proficiency in Microsoft Office Suite
- Experience with operational excellence or continuous improvement initiatives
- Post-secondary diploma in Business, Sales, Supply Chain, or a related field, or an equivalent combination of education and experience.
- Valid passport, or the ability to obtain one, with the ability to travel within Canada and the United States as required.
- Valid driver's license and an acceptable driver's abstract in accordance with company policy.
- Successful completion of a pre-employment background check, satisfactory to the Company.
Nice To Haves
- Bilingualism (English/French) is considered an asset
Responsibilities
- Lead, coach, and develop a team of Parts Account Representatives to achieve performance and service goals.
- Foster a positive, collaborative, and customer-focused team culture.
- Serve as the primary escalation point for complex customer inquiries and issues.
- Build and maintain strong relationships with key customer accounts across Canada and the United States.
- Ensure timely and accurate processing of customer orders, quotations, and parts inquiries.
- Oversee daily Parts Knowledge Centre operations and ensure service levels are consistently achieved.
- Monitor team performance metrics and implement improvements to enhance efficiency and customer satisfaction.
- Collaborate with Parts, Sales, Service, Inventory, and Branch teams to support operational effectiveness.
- Identify opportunities to grow parts sales and support business development initiatives.
- Analyze operational and customer data to identify trends, risks, and opportunities for improvement.
- Lead continuous improvement initiatives to enhance service quality, productivity, and customer experience.
- Promote a strong safety culture and ensure compliance with company policies, procedures, and safety requirements.
Benefits
- Base salary range: $80,000.000 to $95,000.00 annually
- Annual Bonus Opportunity
- Annual Performance Review with Increase Opportunity
- Group Benefits that are 100% paid for by the Company – inclusive of Health, Dental, Life, Disability and Travel coverage
- Vacation & Paid Personal days
- Employer Matching Retirement Savings Plan
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
