Regional Manager East - Product Service

At TTi, people come for the opportunity and stay for the culture!

Job Description Summary

Job Description:

TTI is a world-class leader in design, manufacturing, and marketing of power tools, outdoor power equipment, and floorcare products, as well as hand tools and accessories. Our industry-leading Milwaukee brand offers innovative heavy-duty power tools, accessories, and hand tools that are transforming how we work by delivering quality products with exceptional durability. Our dedication to company-wide innovation has led to our cordless leadership position across all product categories. We are fast, nimble and aggressive, constantly striving to “raise the bar” in everything we set out to do, and actively encouraging those qualities in every one of our employees.

Location: Remote Ontario or Remote Quebec

Position Description

As the Regional Manager, you will oversee and support Branch Managers (BMs) in delivering exceptional service and operational efficiency. You will react swiftly to changing circumstances, communicate effectively with internal teams, manage special projects, monitor performance metrics, resolve customer concerns, oversee facility management, facilitate communication, manage customer service approvals, and foster a productive team environment.

What You Will Do

As the Regional Manager, Product Service, your key responsibilities will include:

• React to Changing Situations: Provide immediate and clear guidance to the team in response to changing circumstances.
• Communicate Processes and Initiatives to Branch Managers (BMs): Align with other RMs and the Director on objectives and outcomes. Communicate regularly with internal teams throughout the day. Set and adjust priorities for branches as needed.
• Manage Special Projects and Initiatives: Ensure smooth progress of special projects, anticipate challenges and adjust plans accordingly. Delegate responsibilities to branch managers and encourage proactive problem-solving. Collaborate with RMs to coordinate efforts and prevent duplicative initiatives.
• Monitor Manager and Branch Performance: Communicate performance expectations to BMs and evaluate their effectiveness. Provide coaching, training, and operational advice as necessary. Utilize system data to benchmark and compare branch performance.
• Branch Organization and Cleanliness: Ensure that all service centers maintain a high standard of organization and cleanliness to promote a safe and efficient working environment.
• Audit Processes: Uphold the structured auditing process for service operations to ensure adherence to standards, identify areas for improvement, and maintain compliance.
• Resolve Escalated Customer Concerns: Handle customer incident claims efficiently and effectively: Address social media complaints promptly and professionally.
• Oversee Facility Management: Manage initial lease negotiations and facility contracts. Monitor the design/build process and ensure adherence to specifications. Coordinate buildout, layout, workflow, and equipment setup.
• Facilitate Communication: Coordinate inter-branch repairs, support, and parts distribution. Act as a liaison to ensure effective communication among internal and external stakeholders. Work closely with sales/JSS teams to understand customer needs and align service strategies accordingly
• Manage Customer Service and Approvals: Oversee customer service hand tool credit approvals. Handle RGA (Return Goods Authorization) and 30-day approval processes.
• Manage Team Personalities: Engage and motivate a diverse team of personalities, fostering a positive and productive work environment.
• Monitor Expenses and Budgets: Monitor and manage expenses within allocated budgets, ensuring fiscal responsibility and cost efficiency.

Who You Are

• A highly accountable and detail-oriented individual with a strong commitment to quality, accuracy, and excellence.
• Someone with in-depth understanding of proper product service processes with a proven track record of compliance to all standard operating procedures
• Someone highly competent in the AX operating system, capable of analyzing data sets to derive actionable insights and implement process improvements.
• A strong multi-tasker that can prioritize tasks to meet business objectives and deadlines in a dynamic and fast-paced work environment.
• Someone with a keen eye for detail and organization. Can easily identify branch deficiencies and bring solutions forward.
• Strong analytical and problem-solving skills
• Someone with excellent verbal and written communication skills, along with the ability to collaborate with peers and team members, and influence them effectively.
• An independent self-starter who is driven to win both individually and as a team by going above and beyond to make Milwaukee the best-in-class brand

What You Will Bring

• Earned a Bachelor’s degree in Business Administration, Management, or a related field (preferred).
• Demonstrated success in management positions within sales, product service or related industries
• Displayed strong leadership abilities, effectively motivating and inspiring teams.
• Exhibited excellent communication and interpersonal skills.
• Applied an analytical mindset to utilize data for decision-making and enhance performance.
• Acquired knowledge of facility management and customer service best practices.
• Been flexible in travel requirements as necessary for the role.

What You Will Get

• Competitive base salary and bonus structure 
• Health Benefits Coverage, including $500 annual Wellness Program
• Registered Retirement Savings Plan with Employer Matching Contributions 
• Paid time of and employee discount programs
• Employee recognition and incentive programs, plus award-winning culture!

About TTI Canada & Milwaukee

Milwaukee is always in the market for people with the energy, enthusiasm and dedication to enhance our brand. Milwaukee actively promotes a strong corporate culture of respect, ethical integrity and social responsibility. We firmly believe that our people and our culture are the secrets to our success. We recognize your career path is as individual as you are.  Whether you are considering joining us early in your career or you have been in the workforce for years, our priority is to help you meet your professional goals. Behind our doors you'll be empowered every day to own it, drive it, and do what it takes to support the biggest brand in the industry. Milwaukee is a place to accelerate your career and explore your potential.

Diversity, equity, and inclusion are at the core of our values at TTI. Because of our commitment to a multicultural and inclusive workplace, our people are our competitive advantage. We foster an inclusive environment where diversity is valued and where all employees feel safe to contribute their ideas, share their experiences, and represent their diverse backgrounds to innovate and solve complex problems as one team. We actively support and accommodate the diverse needs of our team, creating an empowering space where everyone can thrive.