Operation Manager

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**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 RepairResponsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of equipment based upon customer operating hoursResponsible 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 approvalOversee the execution of the Automated Planning System (APS)
- Labor Management:Provides management, training and development of all personnel assignedResponsible for Performance Management of all assigned personnelResponsible 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 trendsResponsible 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 uptimeResponsible for optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds Delivered in Time Promised objectives based upon customer requirementsResponsible for ensuring complete execution of the Customer Communication ProtocolCollaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of serviceConduct customer visits and annual reviews as required by the Customer Care PlanResponsible 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 shopResponsible for the execution of Asset Management initiatives at the shop levelEvaluates needs and makes recommendation for shop tooling and equipment requirementsManagement and oversight of vehicle specifications and vehicle in-service/out-service processProvide input during business unit asset management reviewEnsure all vehicles have required specifications in SAMResponsible for Parts Inventory management, policies and proceduresCollaborate with Rental in scheduling PM’s, 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 workLead breakdown root cause analysis process, implement corrective actions locally, and when necessary, communicate issues to Technical Assistance CenterMaintain control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimizedResponsible for all Mandatory Compliance items at the Shop Level as identified on the Quality Review inspection list.Accountable for all Quality Metrics within the ShopDevelop and ensure implementation of Quality Assurance Audit Corrective Action plans and Continuous Improvement programsAccountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, as well as customer requirementsResponsible for ensuring a safe workplace and providing guidance for all safety efforts and initiativesEnsure Cleanliness and quality of repair for all maintained vehiclesComply with Safety, State, and EPA regulations and requirements
- Financial Management:Responsible for en