Corporate Product Support Operations Manager at Toromont Cat Careers

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City: Concord
Province: Ontario
Country: Canada
Job ID#: 8842

Reporting To: Vice President, Product Support

Do you have high integrity and strong work ethic?  We are seeking an experienced Corporate Product Support Operations Manager who will be responsible for the overall performance of Product Support operations across all Central Business Group Branches. While driving KPIs resulting in organic growth and profitability of our dealership, the Corporate Product Support Operations Manager will lead, coach, inspire and develop future leaders across existing branches resulting in the achievement of business performance targets. In addition, this Leader will drive and maintain an excellent customer experience and safety culture across our organization to ensure operational excellence and continuous improvement within our Parts and Services Operations.

Key Accountabilities

  • Model the way for safe, environmentally sound and healthy work behaviours in support of Toromont’s Health and Safety Policies, Programs and initiativesDrive growth and improved profitability across Product Support operations and collaborate with leaders on potential improvements
  • Provide on-site operational reviews and coaching to branch teams, creating detailed action items that are tracked to completion
  • Analyze and provide recommendations for pricing, structure and best practices to realize continuous improvement in Corporate and Branch Operations
  • Manage budget planning and reforecasting
  • Maintain ongoing operational performance assessments
  • Review statement analysis for revenue growth and margin improvements
  • Manage effective expense control by being proactive
  • Recommend and justify capital expenditures
  • Oversee Toromont’s representation at technical colleges, providing guidance on curriculum, recruitment efforts and positioning to ensure top talent is attracted and retained
  • Recruit, orientate, train , coach/inspire, recognize and develop the best leadership talent ensuring a safe and positive, energized customer focused work environment consistent with our Company Mission, vision and values
  • Conduct value added performance appraisals, disciplinary actions as needed
  • Plan and facilitate informal and formal team meetings to share news, information, celebrate team and individual performance
  • Provide Corporate/HR with insight to competitor compensation and proactively review compensation matters to ensure equitable and competitive compensation practices and strong talent retention
  • Drive a customer centric culture across the operation
  • Lead and inspire leaders and work closely with sales and operations teams to continue earning and maintaining excellent customer relationships and loyalty
  • Model the way, coaching and holding team accountable to deliver on the same
  • Champion consistent, timely proactive and responsive communications with customers before, during and after servicing their equipment
  • Proactively visit customers and their locations/sites to enhance your knowledge of their business and demonstrate our commitment to partnering in their success
  • Participate in customer contract or other negotiations and ensure timely, effective execution and administration of contracts
  • Collaborate with sales team and team leaders to ensure consistent and accurate messaging, quoting of customer maintenance and repairs
  • Initiate internal promotions to enhance product and application knowledge enhancing customer experience and driving new business
  • Collaborate with OEMs and Marketing for sales driving promotions and internal/external information sharing
  • Authorize special pricing packages and discounting to drive business performance
  • Review and recommend service pricing on new ventures
  • Maintain positive supplier relationships while monitoring and ensuring supplier terms remain fair and appropriate as aligned to our needs

Key Qualifications

  • Post Secondary Education and / or 5+ years of equivalent industry experience
  • Relevant successful leadership experience in a front line operations capacity with a strong business acumen and demonstrated ability to lead change
  • Demonstrated integrity and ability to inspire and lead others by example and gain strong followership resulting in high employee engagement and performance
  • Demonstrated self-awareness, agility with strong KPI focus and execution track record
  • Proactive, continuous learner with demonstrated learning application
  • Excellent communication skills and written with the ability to collaborate effectively and gain support across all functional teams and levels within the organization
  • Demonstrated planning and organizational skills with strategic and tactical abilities within a fast paced, demanding and competitive environment with multiple and changing priorities
  • Demonstrated sound judgment, effective decision making skills
  • Good data analysis with ability to interpretation and leverage key insights
  • Embraces and leverages technology resources with strong technical aptitude and proficiency with MS Office and quick to learn new systems
  • Willing and able to work flexible business hours and travel in support of the business needs
  • Valid Driver's Licence and clean Driver's Abstract
Toromont Cat is an equal opportunity employer who recognizes and values diversity.  Upon request, Toromont will accommodate any applicant with disabilities throughout the recruiting processes, including any required applications, interviews and/or assessments.