Customer Solutions Manager

At SMS Equipment, our Customer Solutions Manager is responsible for leading and managing the Acheson and Hinton Service Operations to achieve, and support SMS’s policies, goals and objectives. The position is in Acheson, AB.

This position offers a hybrid work arrangement.

The salary range for this position is $125,000 - $135,000.

Responsibilities include but are not limited to:

• Promote and drive accountability in leading a strong safety culture of the operations and team members.
• Lead and participate in Safety Continuous Improvement initiatives in collaboration with operations and OHSE advisors.
• Lead the team in supporting and ensuring corrective actions have been implemented and maintained.
• Support and manage a team by promoting a culture of collaboration, communication and empowerment.
• Conduct annual employee reviews.
• Monitor SG&A revenue and expense metrics for effective branch cost management to manage and understand any deviation from budget.
• Lead WIP management with Service, Admin and Parts Teams in managing workflow and timely costing.
• Monitor and manage service productivity by forecasting any gaps and impact to revenue generation.
• Provide month end forecast to Operations Manager with summary of WIP impact or delay.
• Support the team through monthly and long-term planning strategies to ensure stakeholder needs are met.
• Promote and influence cross functional team collaboration maximizing use of available internal resources.
• Promote and foster a culture of continuous improvement.
• Contribute to and support the Operations Manager in yearly budget preparation.
• Collaborate with other internal departments, including Product Support, Parts, Mining Sales and Welding.
• Use problem solving skills to resolve any customer concerns optimally seeking a win – win resolution.
• Use collaboration with cross functional teams in customer problem solving to ensure a positive outcome.
• Support and participate in customer JOIFUL meetings.

Qualifications:

The successful candidate will have a post-secondary education or trade certification in a relevant field with a minimum of 10 years operations experience. Additional requirements include:

• Minimum of 8 years leadership or supervisory experience.
• Strong knowledge and experience with the Mining Industry.
• Proficient with Microsoft Office and a general knowledge of computer systems.
• Understanding of Lean Manufacturing with focus on continuous improvement.
• Ability to interpret and communicate contractual agreements.
• Ability to evaluate alternatives and assess advantages / risks in making decisions which are timely, decisive, and effective.
• Ability to generate new ideas, approaches, or techniques to solve difficult problems and challenges.
• Excellent written and verbal communication skills.
• Self motivated and pro-active in keeping abreast of new technology and best practices pertaining to SMS’ products and services to enhance their expertise, performance, and profitability.
• Valid Class 5 Drivers License.

As part of our recruitment process you may be required to complete the following:

• Reference Check
• Drivers Abstract
• Drug and Alcohol Check

At SMS Equipment, safety is one of our values and we care for each other without exception. Our successful candidate is intrinsically motivated and committed to making safe choices, when completing all tasks.

Applications will be accepted until a suitable candidate is hired.

We thank all applicants for their interest, however only those selected for interview will be contacted.

SMS Equipment offers rewarding careers in the heavy equipment industry across Canada. As the largest Komatsu dealer in North America, SMS Equipment gives you the opportunity to represent world-class quality in our product offerings and customer service. A few of the many benefits of working with SMS Equipment include: competitive wages and a comprehensive group benefits plan.