Operations Manager

Nors • Ottawa, ON

26d • CA$115,000 - CA$120,000 • Onsite

About The Position

The Operations Manager plays an integral role in facilitating all aspects of branch operations to ensure a profitable outcome for the company. They are responsible for managing the day-to-day operation of the branch in compliance with the company’s established policies and procedures, as well as ensuring compliance with environmental regulations and safety programs. Working with the leadership team, they play a key role in attaining the company’s short and long-term objectives. As part of the management team, they play a key role in recruiting and developing our employees.

Requirements

• 3 years’ Management experience preferably as Parts or Service Manager
• 3 years’ experience in heavy equipment or service based industry
• Proficient computer skills: Office programs (Excel; Word; PowerPoint; Outlook)
• Solid understanding of Financial principles and budgeting process
• Understanding of heavy equipment
• Organized & Disciplined
• Attentive
• Leadership
• Decision Making
• Time Management
• Work independently and with other team members
• Willingness to participate and complete required training initiatives

Nice To Haves

• Professional Training and HR Management experience is an asset
• Health and Safety training

Responsibilities

• Daily / weekly / monthly review of financial reports to compare against branch targets
• Daily Sales (Parts, Service, Warranty) Comparison to budget, forecasting monthly totals
• WIP Review to ensure average LLD is being managed and attained
• Use WIP to complete weekly budget forecast for anticipated jobs closed
• Parts credits to ensure service order credits are completed in a timely manner for job closures
• Budget forecasting, monitoring actual versus plan and forecast to assess potential to meet or exceed monthly / quarterly targets
• Review of Parts reports and delegate to resolve any issues
• Resolve parts stuck in the SERV warehouse caused by credits or system issues
• Resolve and assign parts with no bin location
• Ensure goods in transit are not lost by carrier, or missed receiving at the branches
• Confirm daily orders are invoiced in ECC to avoid billing delays
• Ensure excess inventory is returned and credits applied accurately
• Ensure correct parts and quantities are available for sale, and reduce excess inventory
• Building and maintaining customer relationships
• Customer visits to gain understanding of customer requirements, concerns and successes
• Dispute resolution to resolve customer complaints and ensure payments are received for goods and services provided
• Communicate Departmental contacts to ensure customers know who to contact for their equipment, service or parts requirements
• Product support initiatives to support customer satisfaction
• Personnel Management
• Weekly review and approval of payroll to ensure staff are paid correctly based on hours worked and vacation or sick time taken
• Recruitment: Assessing workload and ensuring adequate staffing for all departments
• Interviewing candidates to ensure correct personnel are selected for each posting
• Onboarding new employees to ensure all payroll documentation is completed correctly, introduction to the staff, and assignment to the supervisor to begin their roles
• Coaching, mentoring to address current performance concerns, customer service tips or suggestions
• Performance reviews to review annual performance and potential career path if applicable
• Disciplinary documentation to support terminations if required
• Complaint resolution: Open door policy to allow staff to communicate concerns or issues without reprisal
• Review and maintain training requirements for all staff
• Health & Safety training by role to ensure training is provided, kept current and relevant to the position
• Job specific training by role to ensure training is provided, kept current and relevant to the position
• New product and services training to ensure staff are current with any new products or services available
• Financial Management
• Review financial statements, expense statements and sales reports to analyze financial trending; ensure expenses are within budget
• Develop action plans to address areas requiring improvement
• Investigate and resolve expense posting errors to ensure expenses are coded correctly for budget accuracy
• Service Management
• Monitor WIP report to ensure timely resolution of jobs
• Review and approve internal work orders to ensure we are meeting quoted amounts for parts and labor
• Ensure effective communication between Sales and Service to prepare new equipment for delivery
• Facility Management
• Building and Yard Maintenance to ensure building and yard are kept clean, organized and in good repair
• Contractor evaluation and selection to ensure contracted work is satisfactory, and meets expectations
• Housekeeping; janitorial; waste disposal to ensure proper cleaning schedule is developed
• Environmental compliance to ensure correct measures in place for waste oil collection and disposal
• Preventative maintenance of facility equipment to develop scheduled maintenance of facility equipment to avoid unplanned repairs.
• Lead and promote the Health and Safety program of the branch
• Ensure safety equipment is inspected and maintained
• Participate in workplace inspections
• Meet monthly with Health & Safety representative to review inspections
• Conduct monthly Toolbox meetings
• Complete Health & Safety Orientation for all new employees
• Report all incidents to Director of Health and Safety and Regional Vice President
• Participate in all Incident / accident investigations
• Submit monthly Health and Safety Reports to Director of Health and Safety and Regional Vice President

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed