Job Description

The Service Operations Support Manager is responsible for providing hands on support to Corporate and Field Service leadership by providing training and project management of Service initiatives and project implementation. This individual will be considered a subject matter expert in all Service-related policies, procedures and KPI’s. In addition, he or she will be responsible for the continuous management and monitoring of FleetPride’s Service equipment and tooling by ensuring all assets are properly being utilized and maintained. This individual will also be responsible for providing technical expertise and root cause failure analysis of large warranty claims. He or she will also provide training and implementation support for current and future acquisitions.

Essential Tasks

• Ensure new and existing team members are trained on FleetPride’s latest safety policies, programs, and procedures to include Safety Dashboards.

• Oversee the ordering, tracking and implementation of tools, vehicles, and equipment to ensure proper, safe, and efficient implementation of assets.

• Provide sourcing expertise of tooling, diagnostic software, and equipment recommendations

• Complete periodic asset (equipment, diagnostic software, vehicles, and tooling) utilization reporting to ensure assets are being fully utilized and in the proper locations.

• Provide electronic diagnostic tooling management, sourcing, and support. This includes monitoring of licensing costs and software utilization.

• Regularly reviewing of tooling, diagnostic software and equipment specs to ensure the latest advancements are being reviewed and considered.

• Assist with the relocation of assets when necessary and ensure the Accounting Asset transfer SOP is followed.

• Provide technical assessment and root cause analysis of large warranty claims.

• Assist in the training location leaders on FleetPride Service KPI’s such as Gain/Loss, Productivity, Efficiency etc.

• Provide training to service leadership on applicable FleetPride policies and procedures.

• Provide operational best practices coaching and guidance.

• Ensure that locations only perform operations which they are qualified to perform.

• Work with the service department managers to monitor and control the performance of the departments using appropriate reports, tracking systems and surveys.

• Support the training and integration of new acquisitions.

Skills

• Monitoring: Monitoring/assessing performance of individuals and service departments to make improvements or take corrective action as needed.
• Judgment & Decision Making Considering the relative costs and benefits of potential actions to choose the most appropriate one.
• Computer Skills: The ability to learn new programs and utilize them to improve performance.
• Technical Knowledge: Apply industry experience to ensure compliance with industry and FleetPride standards.
• Management of Personnel Resources: Motivating, developing, and directing people as they work.
• Communicating: Conveying information to others in an effective manner. Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Active Learning: Understanding the implication of new information for both current and future problem-solving and decision-making.
• Time Management Managing one's own time and the time of others.
• Mathematics: Ability to solve simple equations; ability to use mathematics to solve problems.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Coordination: Adjusting actions in relation to others’ actions.

Attributes

• Oral Expression The ability to communicate information and ideas in speaking so others will understand.
• Written Expression The ability to communicate job information so the service team will understand the requirements.
• Oral Comprehension The ability to understand information and ideas presented through spoken words and sentences.
• Problem Sensitivity: The ability to tell when something is wrong or is likely to go wrong. It does not only involve recognizing there is a problem but also solving it.
• Deductive Reasoning The ability to apply general rules to specific problems to produce answers that make sense.

Physical Demands

Physical ability to handle lifting periodically more than 40 lbs. Climbing on and under vehicles, frequently assume awkward positions while supervising heavy and sometimes dirty work.

Qualifications

Education

High School Diploma (or GED or High School Equivalence Certificate) required.

Associates Degrees or Technical Degree Preferred.

Professional Experience

• Eight years’ experience in the service business, preferably in diesel (truck and trailer) repair and sales.

• Have hands-on knowledge of truck and trailer repair, labor rates, mechanic productivity and customer relationship skills.

• At least 3 years in a managerial role in a service environment and have demonstrated the ability to be a successful leader.

• Must have experience in attracting, retaining, and developing all levels of service professionals.

Certifications/Licenses

Valid drivers’ license with clean driving record.

Environmental / Physical Conditions

Inside/Outside Conditions, Varied Temperature Changes, Minimal Chemical Hazards, Vibration, Dust, Vehicle Noise

Equipment

Eye and hearing protection when needed. Any PPE that the FleetPride Safety Department deems necessary for the safe performance of the job.

Travel

40-50% travel will be required.

This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.