Operations Manager

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 Technical and Service Staff, work schedules and assignment of duties and tasks.

· Provides input to the development of products and services.

· 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

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.

Language Ability: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills: To perform this job successfully, an individual should have knowledge of Database software; Internet software; Inventory software; Order processing systems; Project Management software; Word Processing software and Spreadsheet software.

Supervisory Responsibilities: Is responsible for the overall direction, coordination, and evaluation of these units. Also directly supervises a number of non-supervisory employees. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 45 pounds. 

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.