Position Summary: Manages all activities related to regional operations and technical services to provide the best product and services to our customers by performing assigned duties personally or through subordinates.
Essential Duties and Responsibilities include the following, although other duties and projects may be assigned:
Leadership
Manages managers of service and office staff, work schedules and assignment of duties and tasks.
Establishes quality control standards along with cost control processes to insure the company is providing the highest level of equipment possible while remaining profitable.
Provides guidance to the development of operational process plan, including personnel requirements, material needs, facility needs, and tooling and equipment needs.
Ensures all established costs, quality, and delivery commitments are met.
Creates an environment where work is conducted safely and in compliance with health, safety and environmental (HSE) policies.
Conducts HSE and operational audits in relevant facilities, to ensure once per year minimum audit.
Ensures that all facilities conduct monthly safety meetings and are all documented appropriately.
Determines responsibilities and capabilities of assigned organization and staff positions to accomplish business objectives.
Ensures a safe work area.
Ensures employees are appropriately trained on products and procedures.
Motivate team members, resolve conflicts and make operational decisions within scope of authority.
Professionally interact with customer, employees and vendors with effective oral and written communication.
Collaborates with senior Leadership, Finance, Business Development, and Fleet Management to ensure strong financial management and performance
Provides input to the development of products and services.
Service Management
Maintain knowledge of service and timeliness of submission.
Monitor and review work schedules, technician productivity and labor control reports to maximize safe operational standards while delivering superior customer service.
Insure that all equipment is tested and ready according to business standards.
Collaborate with relevant corporate resources on equipment failures, and where appropriate, establish root cause analysis process and document findings and corrective actions.
Track daily/weekly/monthly departmental results.
Assure productivity standards are met.
Administrative
Establish prompt proficiency in product, process, and systems knowledge.
Oversee rental operations procedures and team members to ensure customer focus and effective management of shop operations procedure adherence in the following areas: fleet management, time management, service management, service vendor management, rental flow process, dispatch, and systems data accuracy.
Provide objective feedback as required to make disciplinary and termination decisions.
Responsible for interviewing and contributing to the selection of service technicians, and other positions as required.
Responsible for onboarding, training and coaching service technicians.
Provide reports and recommendations, as needed, to management on business practices.
Work closely with other functions to support optimal customer service and efficient business operations.
Develop and coach team members, providing accurate, timely, consistent feedback, including semi-annual performance reviews.
Remains abreast of industry and technology trends to enhance customer service and/or operational efficiency.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
Bachelor’s degree or equivalent; or ten years related experience and/or training; or equivalent combination of education and experience to substantiate a proven track record in managing a team of 5-10 people, in pursuit of a common goal.
