Product Support Manager – Quebec - Jobs in Laval, QC

Job Description

Province: QuebecBranch: Laval/Saint Augustin/BouchervilleEmployment Type: Full TimeNumber of Positions: 1SUMMARYAs a member of the operations team, the Product Support Manager will be responsible for all branches in Quebec for the aftermarket, Parts and Service attributes of Strongco’s business. The successful candidate will demonstrate and develop expert knowledge pertaining to these important revenue and customer facing channels by learning our core business. This will require scheduled travel to all facilities/offices within the region to build knowledge to manage aftermarket excellence and outstanding customer experience through our branch operations. This person will support branch operations and regional senior management to meet and exceed aftermarket objectives while developing and fostering professional relationships with both internal and external customers and OEMs.DUTIES AND RESPONSIBILITIES

• Manage customers within the region through networking, proactive customer service.
• Identify needs and present solutions for customers;
• To ensure Aftermarket regional deliverables are aligned with national requirements.
• Support the branches operations to ensure consistency of internal processes.
• Understand and implement best practices in the region.
• Develop professional working relationships with internal and external customers providing an outstanding customer experience.
• Monitoring and maintaining of the training requirements of operational staff.
• Develop knowledge of product/service offerings in order to provide relevant solutions to customers;
• Support branch operations to meet and exceed budgeted aftermarket sales objectives.
• Assist branch operations in responding to customer quotes, requests for proposals (RFP) and requests for quotations (RFQ).
• Gather customer information for enhancement of relevant aftermarket processes.
• Support and enhance branch operations in all service-related disciplines
• Support and enhance warranty administration activities and deliverables.
• Liaise with original equipment manufacturers (OEM’s).
• Maintain high priority and operational discipline as applied to work in progress (WIP) and parts inventory management.
• Participate in required training sessions and meetings.
• Build and maintain ongoing market awareness of new products and services, competitor activities, etc.
• Ensure Strongco’s Health & Safety practices are met or exceeded.

CORE COMPETENCIES:

• Fluently Bilingual (French & English) written and spoken communication skills.
• Proficiency with computers including Microsoft Office and CRM software.
• Proven ability to build and manage relationships internally and externally.
• Analyze market conditions with the goal of elevating the customer experience.
• Develop customer retention and growth strategies focused from small to large customers.
• Effectively utilize aftermarket sales process to provide maximum results;
• Participate in meetings, stay current on promotions, asset levels and information on competitors
• Maintain high-level decision-making responsibilities with financial and operational impacts;
• Prepare and manage financials documents including aftermarket revenues and operational KPI’s.
• Participate in trade shows and exhibitions.
• Relationship build with customers and peers.
• Advanced written and verbal communication skills required for internal and external communication (e.g., presentations).
• Work is primarily performed in a combination of office and field environments with frequent customer visits.
• Work is occasionally performed outdoors with seasonal temperature changes.
• Work requires a moderate amount of physical effort and includes bending, kneeling, and walking.
• Overnight travel will be required (up to 40%).

EDUCATION/ TRAINING:

• Post-secondary diploma and/or relevant working experience;
• 5 years of outside Heavy Equipment or aftermarket sales/management experience.
• WHIMIS, site orientation and Safety Training.

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