Product Support Manager

Location: Southwestern Ontario hybrid position

PRODUCT SUPPORT MANAGER- FARM/CONSTRUCTION MACHINERY AND EQUIPMENT

Grasslands Recruitment Specialists is recruiting a full-time, hybrid Product Support Manager for an established and growing multi-location full-service farm, light construction, and lawn and garden equipment dealership serving Southwestern Ontario. They represent major lines of farm and construction equipment including power units and implements, as well as many key short lines. The business employs a great group of people, many that have 20 plus years of experience in the industry. This experience allows for excellent customer service and a great customer experience.

Our client continues to build the most established and credible team in the agricultural and construction equipment industry, leading in providing excellent customer experiences and exceptional products. This newly created position of Product Support Manager is a key member of the senior leadership team, and the position will support their desired results.

The primary focus of this aftermarket management position is to travel between and review daily and monthly performance metrics with Parts and Service Managers from each location, implementing strategies to meet and exceed market share and profitability targets. This includes revision of SOPs and normalization of key practices across the locations. This new role is a tremendous opportunity to become a key member of a dedicated management team set on providing excellent customer service experiences.

This Product Support Manager earns a base salary of $100,000.00 + /year DOE, plus KPI-based variable opportunity, company vehicle, benefits, matching pension, and more, including the opportunity to grow with the company. If this sounds like the role you have been looking for, do not wait- apply today!

ABOUT GRASSLANDS RECRUITMENT SPECIALISTS

We are a recruiting company that has been connecting Canadian agriculture since 1996. With well over 80 years of combined experience in the industry, we provide specialized recruiting services for our clients. Our focus is to find the best candidate for our client employers and the perfect opportunity for career seekers. As a search firm, we have dedicated our resources to being an integral part of the continued growth and diversity of the Canadian agricultural economy. Our team is strategically placed throughout the Canadian labor market- understanding the needs of national and international agribusiness employers. We take the time to understand individuals’ career aspirations, and then work to match them with our clients’ opportunities. We are not algorithms; we are people helping people!

ABOUT OUR CLIENT

Our client has a successful 100+ year history in the marketplace, and the growth-oriented leadership team is evolving the business to be an industry leader with new, clean modern facilities- 2 locations are newly constructed, and the third location’s reconstruction is in the planning stages. These well-located facilities have enabled our client to become a leading supplier in their trading area, enjoying significant market share.

They are proud to carry a large selection of new and pre-owned inventory. When customers are ready to invest in their new agricultural or construction equipment, our client’s friendly and knowledgeable sales, financing, service and parts departments are prepared to make sure their customer’s experience is outstanding, from assisting during the selection process to ongoing maintenance and customization. They value the opportunity to create a long-term relationship with customers, and they do that by providing the best customer service available.

Our client is passionate about the people they serve and the equipment they sell. Because of this, they go the extra mile to get to know their products and to serve their valued customers. They call this their branded “Equipment Benefit”, and they can't wait to share it with customers.

Our client’s team goes through extensive factory training so that they may provide customers with the knowledge they need to make an educated decision in choosing the right equipment.

They offer:

A stress-free finance department.

A large selection of the agriculture, lawn and garden, and construction equipment customers need.

Fast service to keep customers in the field.

And they know how to handle a wide range of equipment services.

A DAY IN THE LIFE OF THE PRODUCT SUPPORT MANAGER

Reporting directly to the General Manager, in this Product Support Manager role, you will provide management and leadership of resources, evolve best practices and processes, and tools for the continuous improvement of the individual location Parts and Service Managers, achieving operational excellence. The Product Support Manager will lead a strong team of subject matter experts in parts inventory, shipping and receiving, sales and expense analyses, cost control, waste reduction, and quality assurance. You will demonstrate a commitment to excellence through effective and timely management coaching and development by enhancing department manager engagement, performance, knowledge, and skills. Your success will be measured by the Parts and Service Managers’ ability to provide high quality customer service, timely issue resolution, and achieving business objectives.

Regular travel between 3 locations is expected.

Key deliverables include:

• Understand industry, consumer and category trends and translate those insights into actionable business recommendations to achieve parts and service goals.
• Actively manage the department managers for effective support and communication of service and product information, and customer engagement.
• Represent the company at industry tradeshows, dealer events, and other off-site selling / marketing events.
• Facilitate meetings, guide business plan development and provide parts and services support.
• Identify training needs related to product information, knowledge management, employee relations within the manager team, and throughout their broader teams.
• Analyze sales, expenses, and inventory monthly to maintain profit goals.
• Be involved in the pricing strategy of the business to ensure profitability of the company.
• Review and use the monthly Profit and Loss statements to ensure expense control and proactively plan service and sales goals with the Service and Parts Managers.
• Coordinate a prompt, efficient, and timely flow of paperwork for all departments.
• Assist the department management team in seeking out new vendors, suppliers, and manufacturers to negotiate terms and pricing for greater profitability.
• Oversee service quality assurance - setting quality standards, maintaining quality of all garage activities with the Service Managers.
• Monitor departmental performance against goals to ensure that progress is being made, and that corrective action is taken if necessary.
• Analyze and report on parts and service department's daily, monthly, and annual key performance indicators and industry trends.
• Understand, keep abreast of, and comply with federal, provincial, and local regulations that may affect parts and service sales.

AM I A GOOD FIT FOR THIS UNIQUE PRODUCT SUPPORT MANAGER OPPORTUNITY?

The ideal Product Support Manager candidate profile includes:

• Willingness and availability to travel frequently within 3 locations and other destinations as required.
• Computer literacy, familiarity with Office 365 preferred.
• Strong oral and written communication skills.
• Strong health & safety ethic and work practices.
• Ability to comprehend, think effectively and react appropriately under pressure.
• Dealership management experience preferably in agricultural and heavy equipment field.
• Strong leadership skills.
• Organized, efficient in systems analysis, parts inventory, department security, customer service issues.
• Ability to develop relationships with body shops, aftermarket sales, parts stores.

You bring the following core competencies:

• Quality Orientation
• Communication
• Time Management
• Adaptability/ Flexibility
• Creative and Innovative Thinking
• Decision Making and Judgement
• Planning and Organizing
• Result Focus
• Accountability and Dependability
• Ethics and Integrity
• Mediating and Negotiating
• Providing Consultation
• Leadership
• Coaching and Mentoring
• Development and Continual Learning

READY TO MOVE FORWARD?

We understand your time is valuable, so we have a very quick and straightforward application process. If you feel that you would be right for this unique, exciting Product Support Manager role, please click on 'APPLY' and follow the easy self-serve application process or email your resume to mike@grasslandsgroup.com Questions be addressed in confidence to Mike Bachner at 1-866-519-2793. Only individuals who hold Canadian Citizenship or Permanent Canadian Residency need apply. While we welcome and appreciate your interest, only candidates closely matching the ideal profile will be contacted. As per Grasslands Group of Companies Privacy Policy, your personal information will be kept in complete confidence.