Fleet Maintenance Operations Manager

Shop Location: Fort Wayne, IN

About the role

The Operations Manager II (SM II) manages the operations and personnel for locations with approximately 250 equivalent truck units. This role may oversee Operations Supervisors, Technicians-In-Charge, Customer Service Coordinators, Technicians, Service Employees, and/or a Parts Responsible Person. The Operations Manager II ensures business objectives and labor requirements are met through direct involvement and limited delegation, balancing financial, operating, quality, safety, and asset targets. This position is also a potential development role to prepare incumbents for the Senior Operations Manager position.

Responsibilities

• Operations Management:
  • Execute work analysis, vehicle planning and scheduling, and assign work to technicians.
  • Track and optimize productivity, conduct shift and shop meetings, and review/approve repair orders (RO).
  • Evaluate incoming work, allocate resources, balance shift schedules, and level-load workload for efficiency.
  • Optimize labor mix (straight time, overtime, outside repair) and shift patterns to match technician supply with equipment availability.
  • Oversee the Automated Planning System (APS).
• Labor Management:
  • Manage, train, and develop all assigned personnel, including performance management.
  • Execute the Technical Training Plan with the Field Training Team, prioritizing TOPS based on breakdown, rework, and running cost trends.
  • Recommend future staffing needs based on business changes.
  • Handle recruiting, hiring, onboarding, payroll, and succession planning.
• Customer Management:
  • Manage customer relationships, issue resolution, satisfaction, retention, and uptime.
  • Execute customer communication protocols and optimize vehicle maintenance cycle time.
  • Collaborate with the Sales Team to develop service requirements for the Customer Care Plan.
  • Conduct customer visits and annual reviews as required.
• Financial Management:
  • Implement cost control measures for the maintenance operations budget and location P&L.
  • Execute maintenance initiatives to meet or exceed financial targets and optimize net maintenance cost per unit.
  • Ensure customer retention and Maintenance CSI through optimal execution of the Maintenance Promise.
  • Work with vendor sourcing to identify preferred vendors and ensure invoice accuracy and quality of outsourced work.
  • Manage payroll, purchase order approval, invoice reconciliation, fuel reconciliation, and liquid inventories (fuel, DEF, oil).
  • Execute the customer bill-back process, including identification, review, and approval of billable opportunities.
  • Maximize warranty recovery and ensure data integrity in the Shop Management Online system.
• Asset Management:
  • Maintain shop appearance and 6S standards, and recommend tooling/equipment needs.
  • Execute Asset Management initiatives and oversee vehicle specifications and in-service/out-service processes.
  • Provide input during business unit asset management reviews and ensure vehicle specifications in SAM.
  • Manage Parts Inventory policies and collaborate with Rental on PM scheduling, asset utilization, subs, VMI, and wash logs.
• Quality Management:
  • Execute quality inspections of PMs and repairs, including In-Process Reviews of non-PM work.
  • Lead breakdown root cause analysis, implement corrective actions, and communicate issues to the Technical Assistance Center.
  • Maintain control/visibility over shop floor activities to ensure proper root cause diagnosis and optimize parts/components yield.
  • Ensure compliance with all Mandatory Compliance items at the shop level as identified on the Quality Review inspection list.
  • Develop and implement Quality Assurance Audit Corrective Action plans and Continuous Improvement programs.
  • Maintain documentation to meet/exceed local, state, federal, and customer requirements.
  • Ensure a safe workplace and provide guidance for safety efforts and initiatives.
  • Maintain cleanliness and quality of repair for all vehicles and comply with safety, state, and EPA regulations.
• Perform other duties as assigned.

Qualifications

• High School diploma or GED required; Associate’s or Bachelor’s degree preferred.
• Three or more years of experience in an operations environment or demonstrated success in a Ryder role.
• One to two or more years of supervisory experience.
• Travel: 1-10%.

Skills

• Proven success in performance managing teams, leading, training, and developing workforce.
• Understanding of labor, financial, operating, quality, safety, and asset processes and metrics.
• Strong sense of personal accountability and a track record of achieving results.
• Effective verbal and written communication skills.
• Proficient in Microsoft Office and basic computer skills.
• Ability to use reporting systems for data analysis and decision-making (preferred).
• Demonstrated commitment to a safe work environment, quality execution, and customer service.
• Intermediate experience with Microsoft Word and Excel preferred.
• Experience with Fleet Management Software preferred.
• Maintenance and technical experience in a shop environment preferred.

Benefits

• Comprehensive health and welfare benefits, including medical, prescription, dental, vision, life insurance, and disability insurance options.
• Paid time off for vacation, illness, bereavement, family, and parental leave.
• Tax-advantaged 401(k) retirement savings plan with employer match.
• Discount on company shares.

Pay

Salary is determined based on internal equity, market data, applicant’s skills, prior relevant experience, degrees, or certifications. The pay range for this position is $75,000 to $79,000 annually.

Schedule

Monday - Friday.