Operations Manager

With a legacy of over 90 years, we continue to grow and strengthen our presence in the 7 countries where we operate, with more than 100 units and representation of leading brands in our business areas.
Every day, we strive to meet market needs with excellent solutions, equipment, and services — and we believe we have the best talent to deliver on those expectations.

Ready to take the next step in your career?
Your new opportunity might be right here.

We are looking for a Operations Manager to join our team in Ottawa.

SUMMARY

The Operations Manager, plays an integral role in facilitating all aspects of branch operations to ensure a profitable outcome for the company. They are responsible for managing the day‐to‐ day operation of the branch in compliance with the company’s established policies and procedures. As well as ensuring compliance with environmental regulations and safety programs. Working with the leadership team, they play a key role in attaining the company’s short and long‐term objectives. As part of the management team, they play a key role in recruiting and developing our employees .

Expected Salary range (per hour)    

$115k - $120k per year

DUTIES AND RESPONSIBILITIES

Daily / weekly / monthly review of financial reports to compare against branch targets

• Daily Sales (Parts, Service, Warranty)
  • Comparison to budget, forecasting monthly totals
• WIP Review
  • • To ensure average LLD is being managed and attained
    • Use to complete weekly budget forecast for anticipated jobs closed
• Parts credits 
  • To ensure service order credits are completed in a timely manner for job closures
• Budget forecasting, monitoring actual versus plan and forecast.
  • To assess potential to meet or exceed monthly / quarterly targets 

Review of Parts reports and delegate to resolve any issues 

• Parts In SERV
       o   To resolve parts stuck in the SERV warehouse caused by credits or system issues    
• No location
        o   To resolve and assign parts with no bin location
• Outstanding transfers
        o   To ensure goods in transit are not lost by carrier, or missed receiving at the branches
• Daily invoicing 
        o    Confirm daily orders are invoiced in ECC to avoid billing delays
• Backorder Reports  
• Quarterly returns; CORE returns; vendor credits
        o    To ensure excess inventory is returned and credits applied accurately
• Stocking levels, RSL’s, aged inventory.
        o    To ensure correct parts and quantities are available for sale, and reduce excess inventory

Building and maintaining customer relationships

•  Customer visits  
        o    To gain understanding of customer requirements, concerns and successes
• Dispute resolution
        o    To resolve customer complaints and ensure payments are received for goods and services provided
• Communicate Departmental contacts 
        o    To ensure customers know who to contact for their equipment, service or parts requirements
• Product support initiatives to support customer satisfaction
        o    To introduce new products, services, programs that support customer requirements

Personnel Management

• Weekly review and approval of payroll 
       o    To ensure staff are paid correctly based on hours worked and vacation or sick time taken
• Recruitment 
       o    Assessing workload and ensuring adequate staffing for all departments
• Interviewing candidates
       o    Ensuring correct personnel are selected for each posting
• Onboarding new employees
       o    To ensure all payroll documentation is completed correctly, introduction to the staff, and assignment to the supervisor to begin their roles
• Coaching, mentoring 
       o    To address current performance concerns, customer service tips or suggestions
• Performance reviews 
       o    To review annual performance and potential career path if applicable
• Disciplinary documentation to support terminations if required
       o    To ensure performance, safety discussions and incidents are documented correctly  
• Complaint resolution
       o    Open door policy to allow staff to communicate concerns or issues without reprisal

Review and maintain training requirements for all staff 

• Health & Safety training by role
       o    To ensure training is provided, kept current and relevant to the position
• Job specific training by role
      o    To ensure training is provided, kept current and relevant to the position
• New product and services training 
      o    To ensure staff are current with any new products or services available

Financial Management

• Review financial statements, expense statements and sales reports
      o    To analyze financial trending; ensure expenses are within budget
• Develop action plans to address areas requiring improvement
      o    Address financial or expense variances to avoid future discrepancies
• Investigate and resolve expense posting errors
      o    To ensure expenses are coded correctly for budget accuracy

Service Management

• Monitor WIP report to ensure timely resolution of jobs
     o    To ensure average LLD is being managed and attained
• Review and approve internal work orders 
     o    To ensure we are meeting quoted amounts for parts and labor
• Ensure effective communication between Sales and Service to prepare new equipment for delivery  
     o    To ensure we meet delivery expectations

Facility Management

• Building and Yard Maintenance 
     o    To ensure building and yard are kept clean, organized and in good repair
• Contractor evaluation and selection
     o    To ensure contracted work is satisfactory, and meets expectations
• Housekeeping; janitorial; waste disposal 
     o    To ensure proper cleaning schedule is developed
• Environmental compliance
     o    To ensure correct measures in place for waste oil collection and disposal
• Preventative maintenance of facility equipment 
     o    Develop scheduled maintenance of facility equipment to avoid unplanned repairs.

HEALTH & SAFETY:

• Lead and promote the Health and Safety program of the branch
     o    To promote a safety culture throughout the facility
• Ensure safety equipment is inspected and maintained
     o    To ensure equipment is operational at time of need
• Participate in workplace inspections
     o    To demonstrate commitment to the safety culture 
• Meet monthly with Health & Safety representative to review inspections
     o    To review H&S issues, and delegate resolution 
• Conduct monthly Toolbox meetings 
     o    To communicate H&S incidents, targets, and safe work practices relatable to all staff
• Complete Health & Safety Orientation for all new employees
     o    To ensure reinforcement of importance of H&S culture to all staff 
• Report all incidents to Director of Health and Safety and Regional Vice President
     o    To comply with H&S program and promote collaboration across all regions 
• Participate in all Incident / accident investigations 
     o    To identify root cause and develop action plan to avoid reoccurrence
• Submit monthly Health and Safety Reports to Director of Health and Safety and Regional Vice President
     o    To communicate H&S KPI’s for the branch to be shared with the regions

CORE COMPETENCIES:

• Proficient computer skills: Office programs (Excel; Word; PowerPoint; Outlook)
• Solid understanding of Financial principles and budgeting process
• Understanding of heavy equipment
• Organized & Disciplined
• Attentive
• Leadership
• Decision Making
• Time Management
• Work independently and with other team members
• Willingness to participate and complete required training initiatives; 

EDUCATION/TRAINING:

• 3 years’ Management experience preferably as Parts or Service Manager 
• 3 years’ experience in heavy equipment or service based industry
• Professional Training and HR Management experience is an asset
• Health and Safety training .

HEALTH AND SAFETY

It is our expectation that all Nors Employees will conduct their work in a safe manner, abide by all Nors safety policies and report all hazardous conditions and unsafe work procedures. In addition, Nors employees will be required to report any and all incidences/accidents/near misses according to company policies

Nors is an Equal Opportunity Employer committed to diversity and inclusion in the workplace. We recognize our obligations and responsibilities as an employer and encourage applications from all qualified candidates including members of visible minorities.

Nors will accommodate people with disabilities during the recruitment and assessment processes. If accommodation is requested, Nors will consult with the applicant and arrange for the provision of suitable accommodation that considers the applicant’s needs.