Service Manager

About the Role

This position oversees daily bus service operations, ensuring schedule adherence, customer satisfaction, on-time performance, and service reliability. You will coordinate service disruptions, contingency planning, crisis management, and emergency response while monitoring performance metrics to drive data-driven improvements.

Responsibilities

• Manage daily bus service operations to ensure schedule adherence and service reliability.
• Coordinate service disruptions, contingency planning, crisis management, and emergency response.
• Monitor service performance metrics, analyze trends, and implement data-driven solutions for improvement.
• Provide technical expertise in fleet-wide engineering and maintenance programs to optimize asset utilization and lifecycle management.
• Oversee maintenance and repair of bus systems, including mechanical, electrical, and electronic components, ensuring compliance with industry standards.
• Ensure safety and regulatory compliance in engineering and maintenance activities; conduct audits and risk assessments.
• Lead and mentor engineers and technical staff, providing guidance, support, coaching, and development opportunities.
• Foster teamwork, employee engagement, collaboration, open communication, and a culture of continuous improvement.
• Develop and implement training programs to enhance technical expertise and leadership skills.
• Ensure exceptional customer service by addressing complaints, feedback, and concerns in a timely and professional manner.
• Implement customer service initiatives to improve satisfaction, loyalty, retention, and advocacy through proactive engagement.
• Monitor service quality, conduct customer surveys, and analyze feedback to identify areas for improvement.
• Develop and manage budgets for engineering and maintenance activities, ensuring cost-effectiveness and resource optimization.
• Ensure compliance with regulatory requirements, industry standards, company policies, safety protocols, and environmental regulations.
• Implement business continuity management plans, risk mitigation strategies, and disaster recovery procedures.

Requirements

• Experience in managing daily bus service operations, including schedule adherence and service reliability.
• Expertise in fleet-wide engineering and maintenance programs, with a focus on asset utilization and lifecycle management.
• Knowledge of maintenance and repair of bus systems, including mechanical, electrical, and electronic components.
• Experience in safety and regulatory compliance, audits, and risk assessments.
• Leadership skills in mentoring engineers and technical staff, fostering teamwork, and driving continuous improvement.
• Ability to develop and implement training programs for professional development.
• Experience in customer service initiatives, including addressing complaints and improving satisfaction.
• Proficiency in budget management for engineering and maintenance activities.
• Knowledge of regulatory compliance, industry standards, and environmental regulations.
• Experience in business continuity management, risk mitigation, and disaster recovery.

Qualifications

Relevant education and experience in engineering, operations management, or a related field.