Job Description

The Operations Manager owns all day-to-day branch operations, leading Parts, Service, and Rental to achieve performance, profitability, and customer-service targets. This role is the on-site people leader for the branch—responsible for staffing, coaching, workflow efficiency, facility upkeep, and creating a high-performance operations culture.

Key Responsibilities

Branch Operations Leadership

• Own overall branch performance across Parts, Service, and Rental—meeting targets for revenue, margin, productivity, and customer satisfaction.
• Lead Parts Managers, Mechanics, Service staff, Rental personnel, and all branch employees.
• Maintain consistent branch standards: clean, organized facilities; well-maintained equipment; safe and professional work environment.
• Monitor daily operations, identify bottlenecks, and drive corrective action quickly.
• Partner with General Managers, Executives, and Product Support teams to align on goals and execute operational plans.

Service Operations

• Directly manage Technicians, Service Managers/Leads, and Service Support personnel.
• Oversee scheduling, shop flow, field service coordination, and service quality.
• Review service performance and backlog reports monthly; develop and execute improvement plans with the GM and Parts Manager.
• Manage service pricing, warranties, and customer service escalations.
• Visit key customers as needed to maintain relationships and resolve service issues.

Parts Operations

• Lead Parts Managers and Parts staff to hit daily fill-rate, counter performance, call activity, and inventory accuracy goals.
• Review CRM activity and monthly performance reporting; create action plans for any shortfalls.
• Ensure proper stock levels, cycle counts, and vendor communication.

Rental Operations

• Oversee all Rental activities including fleet availability, fleet condition, utilization, and rental process workflow.
• Review performance reports monthly with the GM; drive initiatives to strengthen fleet health and rental profitability.
• Ensure proper check-in/check-out procedures, equipment cleanliness, and timely service of rental units.

People Leadership

• Serve as the primary leader for all branch employees—coaching, developing, and holding teams accountable.
• Conduct annual performance reviews for Parts, Service, and Rental personnel.
• Partner with HR on recruiting, onboarding, documentation, and corrective actions when needed.
• Build a culture of ownership, teamwork, and customer focus.

Safety & Compliance

• Enforce all safety protocols; work with the Safety Director and GMs to prevent incidents.
• Lead or support branch safety meetings.
• Ensure incidents are documented, reported, and followed up with training or discipline.
• Maintain compliance with corporate procedures, HR requirements, and environmental initiatives (zero waste, solar programs, etc.).

Training & Technology

• Ensure all employees complete required training and certifications.
• Drive adoption and correct usage of CRM, service logistics tools, and payroll/HR systems.
• Identify skill gaps and coordinate additional training with the Training Director.
• Support development of training materials and annual meeting content for operational staff.

Communication & Coordination

• Provide timely updates to GMs, Executives, and Corporate on branch performance issues, customer escalations, and operational needs.
• Ensure clear communication across departments and consistent alignment with company expectations.
• Maintain strong external communication with vendors, suppliers, and customers.

Facility & Branch Maintenance

• Ensure the branch is clean, safe, organized, and operationally efficient at all times.
• Oversee basic facility upkeep, repair coordination, yard condition, signage, and equipment staging standards.

Additional Duties

• Perform other tasks or special projects as assigned by leadership.

What we offer

• Competitive pay.
• Comprehensive benefits.
• Multiple health plans including one plan with 100% employer paid premiums.
• Generous 401K matching.
• 100% Employer paid short and long term disability.
• Industry-leading time off plan with new employees earning 3 weeks of PTO per year and eligible for up to 5 additional sick days.
• A family owned and operated business that prioritizes the needs of our employees and customers.
• The ability to grow your career with us through substantial training opportunities for all team members. Training includes both OEM training with our manufacturers and proprietary training developed internally through Bailey University.

Requirements

The individual in this position should be a responsible problem solver, proactive, reliable team player, ethical leader, and able to adapt to the forces around them—customers, suppliers, department employees, and co-workers. The Operations Manager must be as comfortable managing other people as they are reporting to management.

Education/Training/Experience:

• College Degree (required, master’s preferred)
• 10+ years' experience in sales and/or service

Skills Knowledge and Abilities:

• Excellent interpersonal and customer/employee relations skills.
• Strong leadership, management, and sales skills.
• Great communication skills (written and verbal).
• Willingness to learn new technology.
• Working knowledge of office equipment operations
• Highly motivated and driven by meeting/exceeding company goals.
• Knowledgeable about our equipment and the market.