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Service Supervisor

Nortrax

This is a Full-time position in Ottawa, ON posted August 3, 2018.

Essential Duties and Responsibilities: May include some or all of the following. Other duties may be assigned.

 

  • Ensure compliance with Nortrax Health and Safety Policies and Procedures as defined by the Human Resources Department and articulated in the Health and Safety Manual; 
  • Provide the required leadership and direction to your direct reports to ensure that all service work is planned and performed efficiently and on a timely basis; 
  • Work with the Product Support Manager to ensure the Service Department achieves or exceeds its performance objectives including: machine down response rate, technician and shop lead hand billable hours, recovery rate per billable hour, re-work, service revenue, gross margin, pre-tax income, WIP management, PIP completion, PM contracts, customer follows and other service metrics; 
  • Advise customers of necessary repair service and estimate of costs; make recommendations to customer for preventative maintenance requirements; including proper care of equipment and regular maintenance requirements; handle customer complaints and order re-work when justified for proper repair; 
  • Handle warranty claims including computation of charges for service work and work with Central Warranty Services; 
  • Liaise with Central Dispatch / Field Service Techs and support as required; 
  • Coordinate with sales department in evaluating used equipment for trade-ins; and for prompt reconditioning of trade-in equipment; 
  • Ensure that new machines and machines going out on demonstration or as a loaner are clean and in “ready to go” condition, that follow-up service is conducted as required and in line with factory warranty, and that all damages and charges are reported to Sales; 
  • Keep up to date with all bulletins and service, maintain a library of service manuals, bulletins, and other service publications for service department use; 
  • Accountable for maintaining superior communications with the Shop Lead Hand, Service Administrator, Product Support Manager, and Sales Personnel to ensure customers are fully appraised of the status of all service work and any up-sale additional work; 
  • Accountable for ensuring all that all work orders are properly quoted, authorized and signed; 
  • Implement service components of the John Deere Signature Process and Centralized Service Management in accordance with Nortrax’s implementation plan;
  • Troubleshoot, coach, train, develop and motivate your direct reports as required to ensure the of the service department; 
  • Ensure your direct reports receive regular performance feedback including a semiannual and formal performance evaluation each year.

 Health and Safety

 It is our expectation all Nortrax employees will conduct their work in a safe manner, abide by all Nortrax safety policies and report all hazardous conditions and unsafe work procedures immediately.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 Working Conditions

Although much of time will be situated in an office/shop environment, occasional travel to other branches may be required.

  

Minimum Skills and Qualifications:

  1. Minimum of 8 – 10 years of experience in the heavy equipment or domain;
  2. Experience in supervising technical and administrative employees (3-5 years) would be preferred;
  3. A technical diploma / graduation from John Deere Tech program would be considered a definitive asset;
  4. An accreditation in applicable skilled trade would be considered a definite asset;
  5. Must possess good computer skills as well as written and oral communication skills;
  6. Must be a team player.  
  7. This job description does not include a complete listing of all the duties and functions of the position. Management reserves the right to assign other duties or projects as necessary.
  8. In accordance with the Nortrax Accommodation Policy, reasonable accommodation of any of these qualifications may be considered.

In accordance with the Nortrax Accommodation Policy, reasonable accommodation of any of these qualifications may be considered. 

This job description does not include a complete listing of all the duties and functions of the position. Management reserves the right to assign other duties or projects as necessary

Skills Required

  • Education level: None
  • Work experience (years): None

Package

Salary: N/D

How to Apply