Senior Fleet Operations Manager

Summary

Manages operations and personnel for approximately 300+ equivalent truck units comprised of one or more locations. May have Operations Managers, Operations Supervisors, Technicians-In-Charge, Customer Service Coordinators, Parts Responsible Persons, and Administrative Assistance to support the needs of assigned location. Accomplishes results through effective delegation, ensuring business objectives and labor requirements are met. Responsible for ensuring financial requirements are met while balancing customer needs against business requirements. Manages location performance against comprehensive metrics to meet and/or exceed assigned objectives. Ensures location compliance with and execution of all key company processes, Standard Operating Procedures and Standard Repair Practices. May also serve as a development position for Senior Operations Manager II, Manager Field Operations I, or Manager Quality Assurance roles.

Operations Management

• Oversees work analysis, vehicle planning and scheduling, assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval.
• Directly involved in strategic Labor Planning by evaluating incoming work and allocating resources, balancing shift schedules, establishing operating hours, and level loading workload to maximize efficiency and productivity.
• Optimizes labor at the shop, ensuring the optimal mix of straight time, O/T, and Outside Repair.
• Optimizes shift patterns to match supply of qualified tech hours versus equipment availability based on customer operating hours.
• Oversees execution of the Workflow Management process.

Labor Management

• Provides leadership, training and development to a management team assigned to the branch(es) including Operations Manager, Operations Supervisors, Technicians In Charge, and Customer Service Coordinators.
• Responsible for Performance Management of all assigned personnel.
• Responsible for successful development and execution of the Technical Training Plan in coordination with the Field Training Team; ensures TOPS plan is prioritized based upon Breakdown, Rework, and Running Cost trends.
• Evaluates and makes recommendations for future staffing based on changes to the business environment.
• Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning.

Customer Management

• Directly responsible for customer relationship management including issue resolutions, customer satisfaction, retention, and ensuring uptime.
• Responsible for optimizing vehicle maintenance cycle time and ensuring the shop meets or exceeds Delivered in Time Promised objectives based on customer requirements.
• Oversees successful execution of the Customer Communication Protocol.
• Partners with the Sales Team to ensure proper scoping of prospective new business opportunities and identify growth opportunities within existing customer base.
• Collaborates with Sales Team to develop the service requirement section of the Customer Care Plan for effective service delivery.
• Conducts customer visits and Annual Reviews as required by the Customer Care Plan.

Financial Management

• Directly involved in strategic financial planning by developing budgetary forecasts and implementing cost control measures related to maintenance operations budget and location P&L to meet short- and long-term financial goals.
• Directly responsible for successful execution of Maintenance Initiatives to attain or exceed specified financial targets.
• Works with vendor sourcing group to identify potential and preferred vendors for specific facilities and vehicle maintenance services; ensures accuracy of third-party invoices and quality of outsourced work.
• Oversees and manages exceptions for Payroll, Purchase Order approval and invoice reconciliation, and fuel reconciliation.
• Responsible for successful execution of the customer bill back process including identification, review and approval of bill back opportunities; ensures proper documentation and explanation/reporting of re-billable activity.
• Responsible for successful execution of the Warranty process and maximizing warranty recovery.
• Ensures data integrity in the Shop Management Online system.

Asset Management

• Directs management team to maintain the appearance and maintenance of assigned locations, including sustaining 6S standards throughout the shop.
• Prioritizes and approves shop tooling and equipment requirements based on needs and scope.
• Manages and oversees vehicle specifications and vehicle in-service/out-service process.
• Provides expert insight during business unit asset management review.
• Ensures all vehicles have required specifications in SAM.
• Oversees Parts Inventory management, policies, and procedures.

Quality Management

• Involved in strategic quality planning by developing corrective action and counter measures to operational quality issues.
• Oversees Quality Inspection of PM & repairs, including In Process Reviews of non-PM work.
• Maintains control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and optimized yield on all parts/components.
• Leads breakdown root cause analysis process, implements corrective actions locally, and communicates issues to Technical Assistance Center when necessary.
• Develops and ensures implementation of Quality Assurance Audit Corrective Action plans and Continuous Improvement programs.
• Responsible for ensuring a safe workplace and providing guidance for all safety efforts and initiatives.
• Ensures cleanliness and quality of repair for all maintained vehicles.
• Accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, and customer requirements.
• Complies with Safety and EPA regulations and requirements.

Skills and Abilities

• Strong sense of personal accountability and proven track record of achieving desired results
• Strong verbal and written communication skills
• Ability to work with reporting systems to pull data for analysis and decision making (preferred)
• Demonstrated commitment to a safe work environment, quality execution and customer service
• Ability to build strong customer relationships
• Demonstrated customer service focus, workflow analysis and management skills
• Problem solving skills; solves complex operational problems with assistance
• Resolves critical customer issues with minimal assistance
• Able to lead, train and develop a self-directed workforce, including effective delegation and ability to manage assigned responsibilities
• Ability to create and maintain professional relationships within all levels of the organization
• Ability to work independently and as a member of a team
• Flexibility and self-driven to excel in a fast-paced environment
• Capable of multi-tasking, highly organized, with excellent time management skills
• Detail oriented with excellent follow-up practices
• Exposure to working with strategic labor, financial, operating, quality, safety and asset processes and related metrics (required)
• Maintenance and Technical experience in a shop environment (preferred)
• Experience using Microsoft Word and Excel (intermediate, preferred)
• Experience with Fleet Management Software (preferred)

Qualifications

• H.S. diploma/GED (required)
• Associate's degree (preferred)
• Four (4) years or more experience in an operations environment or demonstrated success in a Ryder role (required)
• Three (3) years or more supervisory experience (required)
• Exposure to working with strategic labor, financial, operating, quality, safety and asset processes and related metrics (required)
• Travel: 1-10%
• Safety Sensitive Non-Regulated Tech DOT Regulated: No

Pay

Salaried position with a pay range of $85,000 to $85,000. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on level and/or type.

Benefits

For all Full-time positions: Ryder offers comprehensive health and welfare benefits including medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.