Branch Operations Manager & PSSR Juneau, SMR USA 

 

Location 

Juneau Alaska 

 

Scope 

The Branch Operations Manager is responsible for the overall performance of the Juneau Branch (planning, resourcing, and revenue development across identified business lines in the assigned area of responsibility). The role also includes the responsibility of Parts & Service business development. Special emphasis on profitable growth and customer satisfaction. This role reports to Business Line Manager Parts & Services USA and is part of the Parts & Services USA Management Team.  

 

Main Responsibilities 

Responsible for all operations and services under the branch. 

Develops and enhances the overall relationship with customers leading to constructive and profitable business partnerships. 

Direct manage critical customer accounts and build strong business relationships with relevant customer personnel. 

Develop sales opportunities for parts & service products, through fleet gap analysis and customer needs. 

Investigates competitor activities and conducts relevant market research that enables market competitiveness. 

Contribute to the development of the long-term strategies for support and customer growth. 

Keep up to date with competitor activities, fleet, win and lost deals. 

Continuously improve customers service levels, including quality of field service, parts availability, component repairs, and technical support. 

Utilize the CRM as a sales tool, creating and maintaining opportunities, compiling visit reports and record visit reports. 

Maintain customer records and regularly update fleet data in the territory. 

Identify aftermarket issues & customer concerns and acts as liaison with customers through to completion. 

Develops and maintain a strong branch team to support the customers.  

Drive execution of branch strategy. 

 

Safety and Environment 

Complies with SMR safety policies and applicable government, customer, or industry regulations or requirements. 

Identifies and reports any unsafe work habits and hazards. 

Strives to find safer ways for customers to work with Sandvik’s products. 

Attend health and safety related trainings. 

Ensure Risk Assessments are performed (“Take Five”) prior to each task. 

Team to work in the safest manner as reasonably practicable. 

Comply to PPE requirements. 

 

Customer Service 

Liaises with customers and Divisions to ensure all issues resolves on time. 

Ensures customer satisfaction within the area of primary responsibility. 

Coordinates and secures specialized resources in line with customer requirements. 

Provides regular reports on business activities, opportunity development, and overall satisfaction of the Customers base. 

 

Operations 

Deliver high-quality service to ensure maximum uptime of customer’s equipment. 

Manage parts inventory efficiently to ensure the rights stock is in place to support the customers while meeting the minimum stock turn requirements. 

Optimize the turnaround time of component repairs at the branch. 

Develop a high competent field service team to support the customers. 

Deliver high-quality pre-delivery inspections of new equipment, install local options, and deliver equipment that exceeds customer’s expectations. 

Financial 

Develops and implements agreed business targets to include revenue, expense, resourcing, and networking capital elements. 

Develops long-term targets supported by annual budgets and goals.  

Responsible for achievement of agreed targets through the sales forecasting process. 

Follow up on accounts receivables and ensure payments of overdue customer accounts. 

Ensure branch compliance and all policies are implemented & adhered to. 

 

People Management & Development 

Hires, coaches, motivates, trains, evaluates, and directs team members to accomplish defined goals and objectives. 

Manages, motivates, and influences ad-hoc teams as driven by business needs. 

Plans and assigns responsibilities to team members to ensure adequate customer coverage. 

Ensures implementation of the technical training program 

 

Personal Leadership 

Ensures that all activities are aligned with Sandvik values and current Company Policies and Procedures 

Stays current on industry developments, competitive offerings, and issues affecting sales and customers. 

Takes responsibility for personal development and enhancement of skills. 

Proactively ensures community involvement within the area of responsibility. 

 

Education & Experience requirements 

Technical or business qualification is necessary.  

Five years experience in management.  

Experience working in service or customer account manager will be advantageous. 

 

Skills required. 

Strong knowledge of the industry 

Excellent leadership skills with the ability to manage a team of various skill levels.  

Application knowledge  

Strong customer service focus 

High level of professionalism, honesty, and integrity 

Flexible, self-motivated with demonstrated initiative. 

Ability to see the big picture yet focus on the detail. 

Commercially astute with demonstrated business acumen. 

Ability to assess and manage business risk. 

Demonstrated leadership skills with the ability to motivate others to achieve outcomes. 

Ability to lead and work as part of an integrated broad team. 

Ability to conduct presentations, train, and transfer knowledge to others. 

Strong ability to build relationships within the industry. 

Advanced interpersonal skills including the ability to influence and negotiate at a senior level. 

Strong written and verbal communication skills 

Excellent listening skills 

Facilitation skills 

Strong problem-solving skills. 

Ability to travel when required, domestic & international. 

Computer literacy. 

 

Reporting relationships 

Reports to:                         Business Line Manager Parts & Services 

Internal contacts:            Field Service Managers 

                                         Parts and Services Management 

                                        Administrative Support Teams 

                                         Technicians and Support Staff 

Customer sales & service representatives (Customer service center) 

External contacts:              Customer Base Stakeholders 

Benefits

Sandvik offers an outstanding catalog of benefits and employee perks such as:

Benefits eligibility that begin 30 days after start date Health care eligibility that includes, medical, dental, vision, prescription and telemedicine Paid vacation with up to 40 hours available to roll over in to the next year A very strong 401(k). We contribute 5% annual salary to the Retirement Savings plan. We also match 50% of the first 6%! Tuition reimbursement!

How to Apply

For consideration, please apply https://www.home.sandvik/en/careers/ for the Branch Operations Manager and PSSR - Juneau position, Job Req. ID# R0064739.

Sandvik is an equal opportunity/affirmative action employer. All applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. Any applicant who, because of a disability, needs accommodation or assistance in completing an application or at any time during the application process should contact Human Resources at hrsupport.us@sandvik.com. Sandvik also provides reasonable accommodations to employees with disabilities consistent with its obligations under the law.

In addition to these outstanding benefits, Sandvik provides a company laptop and cell phone.

Sandvik provides opportunities for competence development and training, as well as, opportunities for career advancement. We believe diversity is meaningful for success and growth.