Service Manager - Fontana, United States - Ryder

Description

**Now hiring a Service Manager for our Fontana, CA location.**

**Candidates with experience managing a HD Truck service and repair shop is a plus**

**This job offers heath care, 401K, vacation & holiday pay, pay incentives and more**

**Summary**

The Manager Operations I manages the operations and personnel for locations with up to 130 equivalent truck units. May have Technicians-In-Charge, and/or Customer Service Coordinators, as well as Technicians and Service Employees to support the needs of assigned location. The Operations Manager I must be able to accomplish results and ensure business objectives and labor requirements are met. The Operations Manager I is responsible for ensuring the customer's needs are being met while balancing financial, operating, quality, safety and asset targets against the requirements of the business measured through leadership competencies and business metrics. This position is responsible for the management of the location performance against metrics to meet and/or exceed assigned objectives. This position is also responsible for ensuring that the location is in compliance with and properly executing all key company processes, Standard Operating Procedures and Standard Repair Practices. As with all FMS Shop positions, the Operations Manager I is responsible for adhering to all Ryder Maintenance Operations policies and procedures. This may also be a development position to prepare incumbents for the Operations Manager II role.

**Essential Functions*** Operations Management:

Responsible for optimizing labor at the shop, and ensuring the optimal mix of straight time, O/T and Outside Repair

Responsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of equipment based upon customer operating hours

Responsible for work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval

Oversee the execution of the Automated Planning System (APS)

Labor Management:

Provides management, training and development of all personnel assigned

Responsible for Performance Management of all assigned personnel

Responsible for successful development and execution of the Technical Training Plan in coordination with the Field Training Team. Ensure TOPS plan is prioritized based upon Breakdown, Rework and Running Cost trends

Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning

Customer Management:

Directly responsible for customer relationship management to include issue resolutions, customer satisfaction, and retention, as well as ensuring vehicle uptime

Responsible for optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds Delivered in Time Promised objectives based upon customer requirements

Responsible for ensuring complete execution of the Customer Communication Protocol

Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of service

Conduct customer visits and annual reviews as required by the Customer Care Plan

Responsible for Customer Retention and Maintenance CSI through optimal execution of the Maintenance Promise

Asset Management:

Directs his/her direct reports in maintaining the appearance and maintenance of assigned location, including sustaining 6S standards throughout the shop

Responsible for the execution of Asset Management initiatives at the shop level

Evaluates needs and makes recommendation for shop tooling and equipment requirements

Management and oversight of vehicle specifications and vehicle in-service/out-service process

Provide input during business unit asset management review

Ensure all vehicles have required specifications in SAM

Responsible for Parts Inventory management, policies and procedures

Collaborate with Rental in scheduling PMs, utilization of assets to be ready at all times, subs, VMI, and wash log

Quality Management:

Responsible for Quality Inspections of PM & repairs, as well as performing In Process Reviews on non-PM work

Lead breakdown root cause analysis process, implement corrective actions locally, and when necessary, communicate issues to Technical Assistance Center

Maintain control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimized

Responsible for all Mandatory Compliance items at the Shop Level as identified on the Quality Review inspection list.

Accountable for all Quality Metrics within the Shop

Develop and ensure implementation of Quality Assurance Audit Corrective Action plans and Continuous Improvement programs

Accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, as well as customer requirements

Responsible for ensuring a safe workplace and providing guidance for all safety efforts and initiatives

Ensure Cleanliness and quality of repair for all maintained vehicles

Comply with Safety, State, and EPA regulations and requirements

Financial Management:

Responsible for ensuring shop delivers against Net Maintenance Cost per Unit objectives without sacrificing quality, safety or customer satisfaction

Responsible for implementing cost control measures related to maintenance operations budget and location P&L statement to meet financial objectives

Directly responsible for successful execution of Maintenance Initiatives to attain or exceed specified financial targets

Responsible for the optimization of net maintenance cost per unit

Work with vendor sourcing group to identify potential and preferred vendors for specific facilities and vehicle maintenance services

Responsible for ensuring accuracy of third party invoices and the quality of worked outsourced to vendors

Responsible for Payroll, Purchase Order approval and invoice reconciliation, and fuel reconciliation, all liquid inventories to include fuel, DEF and oil

Responsible for the customer bill back process to include identification, review and approval of bill back opportunities Responsible for ensuring proper documentation and explanation/ reporting of re-billable activity

Responsible for the Warranty process and maximizing Warranty recovery in the shop

Ensure data integrity in the shop management online system

**Current Employees:**

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**Additional Responsibilities**

Performs other duties as assigned

**Skills and Abilities**

Ability to professionally represent Ryder and competently interact with customer management required

Capacity to understand labor, financial, operating, quality, safety and asset processes and related metrics

Strong sense of personal accountability and a proven track record of achieving desired results

Ability to communicate effectively both verbally and in writing

Competent in basic computer skills and in a Microsoft Office environment

Ability to work with reporting systems to pull data for analysis and decision making is strongly (preferred)

Strong vehicle diagnostics/repair knowledge advanced required

Knowledge of Shop Management systems preferred

**Qualifications**

H.S. diploma/GED required

Associate's degree preferred

Bachelor's degree preferred

Two (2) years or more in a maintenance operations environment required required

One (1) year Maintenance and Technical experience in a shop en