POSITION OVERVIEW: As the Service Operations Manager, you'll be responsible for leading and managing all aspects of their assigned service team to drive profitability and growth. This includes service operations, work quality, quotes, billing and customer relations, parts sales, and facility oversight, including OSHA compliance and safety management. As part of the Toyota Material Handling family, this leader will also be responsible for driving their business using the principles of 5S, LEAN, and Quality, which Toyota is known for. The successful candidate is someone who enjoys working with people as much as driving task accomplishment and can focus enough to get things done, while multi-tasking to keep all aspects of service operations moving. KEY RESPONSIBILITIES: The following reflects the essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time. People Management
- Participate in recruiting and onboarding new team members.
- Set clear expectations for all team members and hold them accountable for meeting them.
- Train, mentor and evaluate team members.
- Conduct regular one-on-one conversations to listen to employees, share feedback, offer coaching and complete annual performance reviews.
- Maintain a team culture and cultivate effective workplace communication and transparency.
- Provide and engage the team with periodic training to develop and enhance skills.
- Ensure the team maintains and develops positive business relationships by demonstrating our values with subcontractors, vendors, and other Total Industries associates.
- Manage scheduling to ensure a balanced workload, adequate back up and coverage.
- Ensure consistent attainment of department KPI's.
- Ensure that all safety protocols and other company policies are followed by your team.
- If applicable, review and approve timecards, ensuring timekeeping compliance.
Operations Management
- Ensure labor resources are being fully utilized, as measured by Effective Labor Rate dollars and overall customer satisfaction.
- Ensure Work in Progress is pacing to ensure work is cleared in a timely manner (Truck repairs, Preventative Maintenance, Warranty Repairs, Parts Orders, Service Quotes, Billed Invoices, etc.).
- Encourage and insist on cross-team collaboration with and between service personnel, and across the larger TMHNC family of parts, sales, accounting, HR, etc.
- Anticipate the type and degree of service and parts work to be performed, equipment, space, skills and personnel required and develop short- and long-range objectives to exceed customer's expectations.
- This Manager oversees all service work including the KPI's for same, Technician supervision, quality of work and safety.
Leadership
- Collaborate effectively across peers and departments.
- Contribute ideas and thought leadership to company strategies and projects.
- Invest in your own personal development to ensure continuous improvement for yourself and those you lead.
- Provide and accept feedback from colleagues to assist everyone in becoming their best at work.
- Serve as Safety Champion and LEAN Champion for your team.
Requirements Required
- College Degree in business or equivalent work experience
- 10+ years of progressive experience working in a material handling / industrial environment.
- Ability to communicate effectively with employees, vendors, and customers.
- Ability to speak, read, and write English.
- Track record of influential leadership, performance management and personnel development.
- Strong organizational and problem-solving skills; able to manage priorities and workflow.
- Ability to work independently and collaboratively with others.
- Demonstrated ability to act in a way that is consistent with our values.
- Proficiency with Microsoft Office Suite.
- Ability to work independently and collaboratively.
- Ability to understand and follow written and verbal instructions in English.
- Qualified DMV record, background check, and drug screening.
Desired
- Bi-lingual Spanish
- Certified Forklift Operator
- Certified Forklift Mechanic
- Certified 5S Lean Management, Six Sigma or other Quality program
Physical Environment:
- Position operates in a professional office environment with the requirement to visit and walk around a warehouse with fluctuating temperatures.
- Spend most days seated at a desk, working at a computer terminal to input data, handle phone calls, and exchange electronic messages.
- Use the computer as a telephone, messenger, and work tool, so expect to wear a headset and use both a keyboard and mouse frequently throughout the day.
- Regularly sit, stand, and walk for long and short distances.
- Hear with or without correction to be able to interpret and receive information and directions.
- Communicate, verbally and in written form, regularly to describe and explain detailed, important, and accurate instructions internally and directly with customers.
- Occasionally lift and/or move material up to 25 lbs.
- Occasionally stoop, kneel, or crouch.
- Noise level is usually moderate.
Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time. The policy of RJMS Corporation is to hire, train, and promote all persons in all job groups in accordance with the law, without regard to race, color, religion, sex, sexual orientation, age, marital or military status, national origin, gender identity, the presence of any sensory, mental, or physical disability, genetic information, or any other status or characteristic protected by local, state, or federal law. RJMS CORPORATION is an equal employment opportunity and affirmative action employer. Salary Description $92,000 to $115,000 annually DOE