Service Operations Manager

POSITION OVERVIEW:

As the Service Operations Manager, you'll be responsible for leading and managing all aspects of your assigned service team to drive profitability and growth. This includes service operations, work quality, quotes, billing and customer relations, and facility oversight, including OSHA compliance and safety management. You will also be responsible for driving your business using the principles of 5S and LEAN, instilling a continuous improvement mindset across your team. This includes playing a leadership role with your cross-department colleagues to solve problems in support of our customers and your team. You'll be most successful if you enjoy working with people as much as driving task accomplishment, and can focus enough to get things done, while multi-tasking to keep all aspects of service operations moving.

KEY RESPONSIBILITIES:

The following reflects the essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time.

Operations Management / Customer Service Management

• Manage the service workflow for your assigned operation, including the overall customer experience for repairs, service calls, planned maintenance, call/email/chat management, quote management, work order creation and closing, tech dispatching, labor batching, billing and issue management.
• Ensure all aspects of our Service First Strategy and Values are in place for your department. For example: Calls are answered, Emails are responded to within 24 hours, Customers are called/emailed back and kept up to date on status, Customer commitments are met, Work is done efficiently and right the first time, Technicians are fully utilized, Internal Team Chats are responded to in a timely manner and all other duties.
• Provide excellent customer service to customers, vendors, peers and employees and maintain positive relationships with them.
• Ensure Quotes are provided on the spot when needed, and no later than 24 hours after requested.
• Confirm work orders are opened with complete equipment, issue, and customer contact information.
• Planned Maintenance visits are assigned and completed on time.
• Manage scheduling to ensure a balanced workload, adequate back up and coverage.
• Ensure Work in Progress is pacing to ensure customer commitments are met and work is cleared up in a timely manner. (E.g. Truck repairs, Preventative Maintenance, Warranty Repairs, Parts Orders, Service Quotes, Billed Invoices, etc.).
• Maintain accurate records of all repairs, maintenance, and service work.
• Work in partnership with local Parts team to ensure that the service department has all necessary items on hand.
• Encourage and insist on cross-team collaboration with and between service personnel, and across the larger TOTAL family of parts, sales, accounting, HR, etc.
• Anticipate the type and degree of service and parts work to be performed, equipment, space, skills and personnel required and develop short- and long-range objectives to exceed customer's expectations.
• Oversee all service work including the KPI's for same, Technician supervision, quality of work and safety.
• Develop and manage service budgets and financial reports as requested.

People Management

• Participate in recruiting and onboarding new team members.
• Set clear expectations for all team members and hold them accountable for meeting them.
• Train, mentor and evaluate team members.
• Conduct regular one-on-one conversations to listen to employees, share feedback, offer coaching and complete annual performance reviews.
• Maintain a team culture and cultivate effective workplace communication and transparency.
• Provide and engage the team with periodic training to develop and enhance skills.
• Ensure the team maintains and develops positive business relationships by demonstrating our values with subcontractors, vendors, and other Total Industries associates.
• Manage scheduling to ensure a balanced workload, adequate back up and coverage.
• Ensure consistent attainment of department KPI's.
• Ensure that all safety protocols and other company policies are followed by your team.
• If applicable, review and approve timecards, ensuring timekeeping compliance.

Leadership

• Collaborate effectively with peers and departments.
• Contribute ideas and thought leadership to company strategies and projects.
• Invest in your own personal development to ensure continuous improvement for yourself and those you lead.
• Provide and accept feedback from colleagues to assist everyone in becoming their best at work.
• Serve as Safety Champion and LEAN Champion for your team.

Requirements

Required

• College Degree in business or equivalent work experience.
• At least 7 years of experience working on or supporting equipment service and repair.
• At least 3 years of supervisory experience in a fast-paced, ever-changing administrative environment.
• Strong leadership and organizational skills.
• Excellent communication and interpersonal skills.
• Demonstrated ability to act in a way that is consistent with our values.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Track record of influential leadership, performance management and personnel development.
• Strong organizational and problem-solving skills; able to manage priorities and workflow.
• Proficient in the use of computer software programs, including Microsoft Office and maintenance software.
• May be required to drive vehicle to customer and branch locations across Northern California.
• Ability to work independently and collaboratively.
• Ability to understand and follow written and verbal instructions in English.
• Demonstrated ability to act in a way that is consistent with our values.
• Very proficient in the use of Microsoft Office 365.
• Qualified DMV record, background check, and drug screening.

Desired

• Bi-lingual Spanish
• Certified Forklift Operator
• Certified Forklift Mechanic
• Certified 5S Lean Management, Six Sigma or other Quality program

PHYSICAL ENVIRONMENT:

• Position operates in a professional office environment with the requirement to visit and walk around a warehouse with fluctuating temperatures.
• Spend most days sitting at a desk, working at a computer terminal to input data, handle phone calls, and exchange electronic messages.
• Use the computer as a telephone, messenger, and work tool, so expect to wear a headset and use both a keyboard and mouse frequently throughout the day.
• Regularly sit, stand, and walk for long and short distances.
• Hear with or without correction to be able to interpret and receive information and directions.
• Communicate, verbally and in written form, regularly to describe and explain detailed, important, and accurate instructions internally and directly with customers.??
• Occasionally lift and/or move material up to 25 lbs.
• Occasionally stoop, kneel, or crouch.
• Noise level is usually moderate.

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time.

The policy of RJMS Corporation is to hire, train, and promote all persons in all job groups in accordance with the law, without regard to race, color, religion, sex, sexual orientation, age, marital or military status, national origin, gender identity, the presence of any sensory, mental, or physical disability, genetic information, or any other status or characteristic protected by local, state, or federal law. RJMS CORPORATION is an equal employment opportunity and affirmative action employer.