Fleet Maintenance Operations Manager

Shop Location: Fort Wayne, IN

Work Schedule: Monday - Friday

About the Role

The Operations Manager II (SM II) manages the operations and personnel for locations with approximately 250 equivalent truck units. This position 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. This role is responsible for balancing customer needs with financial, operating, quality, safety, and asset targets, measured through leadership competencies and business metrics. The position also ensures compliance with company processes, Standard Operating Procedures, and Standard Repair Practices. This may serve as a 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 and allocate resources, balancing shift schedules and workload to maximize 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.
  • Conduct performance management and execute the Technical Training Plan with the Field Training Team.
  • Prioritize TOPS plan based on Breakdown, Rework, and Running Cost trends.
  • Recommend future staffing needs based on business changes.
  • Oversee recruiting, hiring, on-boarding, payroll, and succession planning.
• Customer Management:
  • Manage customer relationships, issue resolution, satisfaction, and retention to ensure uptime.
  • Execute customer communication protocols and optimize vehicle maintenance cycle time.
  • Ensure the shop meets or exceeds "Delivered in Time Promised" objectives.
  • 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 to meet maintenance operations budget and location P&L goals.
  • Execute Maintenance Initiatives to meet or exceed financial targets.
  • Optimize net maintenance cost per unit and ensure customer retention through Maintenance CSI.
  • Work with vendor sourcing to identify preferred vendors and ensure accuracy of third-party invoices.
  • Oversee 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.
  • Ensure proper documentation and reporting of re-billable activity.
  • Maximize warranty recovery and ensure data integrity in the Shop Management Online system.
• Asset Management:
  • Maintain shop appearance and 6S standards.
  • Evaluate and recommend shop tooling and equipment needs.
  • Execute Asset Management initiatives at the shop level.
  • Oversee vehicle specifications and in-service/out-service processes.
  • Provide input during business unit asset management reviews.
  • Ensure all vehicles have required specifications in SAM.
  • Execute Parts Inventory management policies and procedures.
  • Collaborate with Rental on scheduling PMs, 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 and visibility over shop floor activities to ensure proper root cause diagnosis and optimized parts yield.
  • Ensure compliance with all Mandatory Compliance items at the shop level.
  • Accountable for all Quality Metrics within the shop.
  • Develop and implement Quality Assurance Audit Corrective Action plans and Continuous Improvement programs.
  • Maintain documentation to meet 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.
  • Comply with Safety, State, and EPA regulations.
• Perform other duties as assigned.

Qualifications

• High School diploma or GED required; Associate's degree preferred; 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

• Demonstrated success in performance managing teams, leading, training, and developing workforce.
• Understanding of labor, financial, operating, quality, safety, and asset processes and related metrics.
• Strong sense of personal accountability and a proven 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 position may also be eligible for an annual bonus, commission, and/or long-term incentive plan.

• Pay Type: Salaried
• Minimum Pay Range: $75,000
• Maximum Pay Range: $79,000