Shop Supervisor - Fleet Services

About the role

The Operations Supervisor assists the Operations Manager I and II and/or Sr. Operations Manager I and II manage the operations and personnel for a shift of a particular location. The position is responsible for ensuring the customers' needs are being met while balancing financial, operating, quality, safety and asset targets against the requirements of the business.

Responsibilities

• Workflow Management:
  • Responsible for work analysis, planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval
  • Ensures all warranty policies and procedures are executed
  • Responsible for Triage of unscheduled customer drive-ins, and for communicating with customers and assigning work to technicians as appropriate
  • Responsible for conducting yard checks to ensure proper work scheduling and prioritization
• Labor Management:
  • Provides management, training and development of all personnel assigned
  • Responsible for Performance Management of all assigned personnel
• Customer Management:
  • Responsible for customer relationship management to include issue resolutions, customer satisfaction and retention, as well as ensuring vehicle uptime
  • Responsible for customer communication protocol as it pertains to PM Scheduling & follow-up, breakdowns and vehicle status updates
  • Conduct customer visits as required by the Customer Care Plan
• Asset Management:
  • Directs his/her direct reports in maintaining the appearance and maintenance of assigned location, including sustaining 65 standards in all relevant shop areas of responsibility
  • Evaluates needs and makes recommendation for shop tooling and equipment requirements
  • Afford assistance in the management and oversight of vehicle specifications and vehicle in· service/out-service process
  • Afford assistance in ensuring all vehicles have required specifications in SAM
  • Responsible for Parts Inventory management, policies and procedures
• Quality Management:
  • Responsible for Quality Inspections of PM & repairs, as well as performing In Process Reviews of non-PM work
  • Conduct breakdown root cause analysis, implement corrective actions locally, and when necessary, communicate issues to Technical Assistance Center
  • Ensure Cleanliness and quality of repair for all maintained vehicles
  • Work with Service Manager to ensure all technicians are properly trained and qualified, and TOPS plan is prioritized based upon Breakdown, Rework and Running Cost trends
  • Afford assistance in the development and ensure implementation of Quality Assurance Audit Corrective Action plans and Continuous Improvement programs
  • Afford assistance in maintaining control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimized
• Financial Management:
  • Responsible for ensuring shift/shop delivers against Net Maintenance Cost per Unit objectives without sacrificing quality, safety or customer satisfaction
  • Responsible for cost control measures related to maintenance operations budget and location P&L statement to meet financial objectives
  • Responsible for successful execution of Maintenance Initiatives to attain or exceed specified financial targets
  • Responsible for Payroll, Purchase Order approval, as warranted, and invoice reconciliation, and fuel reconciliation
  • Responsible for the customer bill back process to include identification, review and approval of bill back opportunities
  • Responsible for ensuring proper documentation and explanation/ reporting of re·billable activity

Qualifications

• H.S. diploma/GED required
• Associate's degree preferred or 1-3 years or more experience in a maintenance operations environment required
• Bachelor's degree preferred or 1-3 years or more experience in a maintenance operations environment required
• Maintain Maintenance and Technical experience in a shop environment required
• Supervisory experience preferred
• Experience with a Shop Management System preferred
• Microsoft Office intermediate preferred