Service Development Specialist

POSITION TITLE: Service Development Specialist

POSITION TYPE: Permanent, Full-Time

BRANCHES: Lethbridge, Red Deer, Calgary, Edmonton

REPORTING TO: General Manager Aftermarket Alberta

The Canadian agriculture industry is growing, and you could be part of the momentum with Rocky Mountain Equipment (RME). The largest independent dealer of Case IH and Case Construction equipment in Canada, RME consists of 45 construction and agricultural equipment branches across Alberta, Saskatchewan and Manitoba. Our commitment of doing Right by You empowers us to provide a consistent, reliable and safe experience to all our customers and build long-lasting relationships with the greater community.

The key focus of the Aftermarket Service Development Specialist is to be a hands-on leader and developer in the business working closely alongside the Regional Aftermarket Sales Managers (RASM), Service Sales Manager (SSM), Branch Aftermarket Manager (BAM), Aftermarket Administration Specialist (AAS), Shop Foremen (SF) and Service Writers (SW) with in RME. This individual will coach, develop, and mentor the team members within the service departments, ensuring that all policies, processes, and quality expectations are exceeded. This role is responsible for a given region. 

Job Duties and Responsibilities Include: 

• Safety is your responsibility; interact with branch staff as one of the safety champions.

• Lead the execution of department strategies at the branch level and create efficiencies to better service RME’s customers.
• Coach and mentor service department staff in RME standard operating procedures (SOPs), RME service structure, career development, succession planning, and best practices. 
• Deliver department manager training.
• Assist Service departments with customers and assist in resolving customer issues at the branch level.
• Help provide solutions to any escalated customer issues at the corporate level. 
• Ensure shop structure for each branch aligns with RME guidelines.
• Liaise with regional and branch-level department managers to ensure directions are consistent.
• Advocate for the development of service management skills. 
• Ensure Technician training is actively pursued and completed.
• Develop weekly Technician quality improvement program.
• Provide individual branch service assessments.
• Develop action plans with individual Department Managers
• Implement all department marketing plans and improve department market share penetration.
• Encouraging teamwork at all levels. 
• Work with service departments on work in progress (WIP) management.
• Work with Service Sales Manager on quote Loss, unapplied work, and rework management.
• Adhere to and help to uphold all Occupational Health and Safety Standards as the company is committed to the protection of all its employees. 

Job Requirements and Qualifications Include:

• Post-secondary education or training in Business Management or Leadership is an asset.
• Solid knowledge of, and experience with, technical aspects of agriculture and construction equipment.
• Experience in a Regional and / or Strategic level service role is an asset.
• Computer and typing skills including Excel, Word, and Outlook.
• Understanding of CDK and / or dealership management software is an asset.
• Strong understanding of the following: 
  1. Labour rate pricing 
  2. Key Performance Indicators (KPI) 
  3. Shop supply pricing 
  4. Service market potential 
  5. Service marketing 
  6. Service selling tools 
  7. Service labour cost of sales 
  8. Recovery rates 
  9. Lost opportunity analysis 
  10. Service labour mix 
• Proven leadership, coaching, development, and mentorship of individuals to ensure appropriate staffing, and training. 
• Excellent verbal and written communication skills for use in proposal writing, presentations, and customer experience reviews.
• Strong time management skills. 
• Excellent organizational skills and diligence.
• Ability to work effectively under tight deadlines and manage projects independently. 

We offer a comprehensive benefits package with flexible plans to suit your needs, along with an employee Group Retirement Plan to all full-time employees. We are committed to empowering and investing in our employees to build and maintain relationships with the communities and businesses we serve, which is why we offer competitive salaries across all positions and paid personal days in addition to vacation.

We thank all applicants for their interest; however, only candidates selected for an interview will be notified.