Operations Manager

About the role

The Operations Manager I manages the operations and personnel for locations with up to 130 equivalent truck units. This role may oversee Technicians-In-Charge, Customer Service Coordinators, Technicians, and Service Employees. The Operations Manager I ensures business objectives and labor requirements are met while balancing financial, operating, quality, safety, and asset targets. This position is also responsible for location compliance with company processes, Standard Operating Procedures, and Standard Repair Practices.

This may also be a development position to prepare incumbents for the Operations Manager II role.

Responsibilities

• Operations Management:
  • Optimize labor at the shop, ensuring the optimal mix of straight time, overtime, and outside repair.
  • Optimize shift patterns to match supply of qualified technician hours with equipment availability based on customer operating hours.
  • Conduct work analysis, vehicle planning and scheduling, assign work to technicians, track productivity, hold shift and shop meetings, and review/approve repair orders.
  • Oversee the execution of the Automated Planning System (APS).
• Labor Management:
  • Manage, train, and develop all assigned personnel.
  • Handle performance management, recruiting, hiring, on-boarding, payroll, and succession planning.
  • Develop and execute the Technical Training Plan in coordination with the Field Training Team.
  • Prioritize TOPS plan based on breakdown, rework, and running cost trends.
• Customer Management:
  • Manage customer relationships, issue resolution, satisfaction, retention, and vehicle uptime.
  • Optimize vehicle maintenance cycle time and meet Delivered in Time Promised objectives.
  • Ensure complete execution of the Customer Communication Protocol.
  • Collaborate with the Sales Team to develop the service requirement section of the Customer Care Plan.
  • Conduct customer visits and annual reviews as required by the Customer Care Plan.
  • Drive customer retention and Maintenance CSI through optimal execution of the Maintenance Promise.
• Asset Management:
  • Maintain the appearance and upkeep of the assigned location, including sustaining 6S standards.
  • Execute Asset Management initiatives at the shop level.
  • Evaluate and recommend shop tooling and equipment requirements.
  • Manage vehicle specifications and in-service/out-service processes.
  • Provide input during business unit asset management reviews.
  • Ensure all vehicles have required specifications in SAM.
  • Oversee parts inventory management, policies, and procedures.
  • Collaborate with Rental on scheduling PMs, asset utilization, subs, VMI, and wash logs.
• Quality Management:
  • Perform quality inspections of PMs and repairs, including in-process reviews on 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 all relevant documentation to meet local, state, federal, and customer requirements.
  • Ensure a safe workplace and provide 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:
  • Ensure the shop delivers against Net Maintenance Cost per Unit objectives without sacrificing quality, safety, or customer satisfaction.
  • Implement cost control measures related to the maintenance operations budget and location P&L statement.
  • Execute Maintenance Initiatives to attain or exceed specified financial targets.
  • Optimize net maintenance cost per unit.
  • Work with the vendor sourcing group to identify potential and preferred vendors.
  • Ensure accuracy of third-party invoices and quality of outsourced work.
  • Handle payroll, purchase order approval, invoice reconciliation, fuel reconciliation, and all liquid inventories (fuel, DEF, oil).
  • Manage the customer bill-back process, including identification, review, and approval of bill-back opportunities.
  • Ensure proper documentation and reporting of re-billable activity.
  • Oversee the warranty process and maximize warranty recovery in the shop.
  • Ensure data integrity in the shop management online system.
• Perform other duties as assigned.

Requirements

• High School diploma or GED required; Associate's or Bachelor's degree preferred.
• Two or more years of experience in an operations environment or demonstrated success in a Ryder role.
• 0 to one year of supervisory experience required.
• Travel: 1-10%.
• Safety Sensitive Non-Regulated Tech; DOT Regulated: No.

Skills

• Ability to professionally represent Ryder and interact with customer management.
• 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.
• Effective verbal and written communication skills.
• Competent in basic computer skills and Microsoft Office environment.
• Ability to work with reporting systems for data analysis and decision-making (preferred).
• 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 company match.
• Discounted stock purchase options and performance-based annual cost-of-living increases.
• Comprehensive training and professional development opportunities.
• Regional and local Ryder resources for support and growth.
• Additional day of Paid Time Off for Military Veterans.

Pay

Salaried position with a pay range of $77,500 (minimum) to $77,500 (maximum). The position may also be eligible for an annual bonus, commission, and/or long-term incentive plan based on level and/or type.