Original job description
Job Details: Job Location: Lethbridge - Lethbridge, AB, Salary Range: Undisclosed, Building strong relationships with our customers goes far beyond having the parts they need or reducing their down time. It’s about understanding the entire customer journey; starting with what they experience from the moment they start thinking about buying a part or requesting technical support, and ending when they receive an invoice and pay us. We must make that “journey” as straightforward, transparent, and efficient as possible. It must be a journey each customer looks forward to making again.
Key Responsibilities
1. Employees: Manage personnel in all stages of employment by:
Hiring top talent
Ensuring employees are receiving the training needed to be successful
Holding regular one on ones with each employee to coach, mentor, remove roadblocks, set expectations, provide feedback, and discuss career development
Resolving major performance issues through disciplinary actions, and terminations as needed
2. Customers: Cultivate long-lasting relationships, develop trust, and be a true consultant to Customers by:
Visiting Customers on a regular basis with Machine Salesmen, Customer Service Representatives, and Service Technicians on Sales Visits, Machine Setups, and Service Calls
Being available and approachable so all Customers feel they can bring up questions and concerns
Resolving Customer concerns and issues quickly with impeccable follow-up, keeping the Customer informed and updated at all times
3. Store Operations: Monitor metrics and reports provided by Aftersales Operations and Analytics to ensure the Store is running at optimal levels by:
Keeping Inventory “healthy”
Ensuring Spudnik Aftersales Standard Operating Procedures are being followed
Maintaining the cleanliness and organization of the Store to expected levels
Meeting or exceeding Spudnik’s expectations of Premium Partners including having sufficient Service Techs trained, maintaining enough Parts Inventory, completing Warranty and Service Bulletins in a timely manner, etc.
4. Dealers: Manage the performance of assigned Premium Partners by:
Conducting regular visits to Premium Partners to actively promote parts and service to ensure steady growth in sales, margin, and market share from year to year in each area
Monitoring metrics and reports provided by Aftersales Analytics and Operations, and making necessary plans with the Premium Partner to correct any gaps in performance
5. Grow the Business: Actively promote parts and service with new products and programs to ensure steady growth in sales, margin, and market share from year to year in the area.
Model company values – We listen, We walk our talk, We challenge tradition, We do the right thing, We work safe.
Other duties and responsibilities may be assigned as necessary.
Qualifications:
Proven leadership and team management experience.
Strong interpersonal and communication skills.
Ability to coach, mentor, and develop individuals and teams.
Familiarity with inventory, service, and sales operations.
Proficient in analyzing business performance metrics and reports.
Experience in conflict resolution and performance management.
Comfortable with CRM and ERP systems or similar business software.
Prolonged periods of sitting or standing at a desk and working on a computer.
Regular lifting, carrying, pushing, or pulling of materials weighing up to 50 lbs, performed safely and as part of normal duties.
