Dealership Operations Manager

Job DescriptionJob DescriptionOperations Manager-People Leader-Inspirational Customer Advocate, Southeastern Equipment is looking for a motivated, dynamic individual to lead our Fort Wayne, Indianabranch. This position is onsite Monday -Friday and is salaried with bonus potential.Our ideal candidate has some dealership experience (AG/CONSTRUCTION/HEAVY TRUCKING/AUTOMOTIVE) and is an exceptional leader with people, process and product expertise.Live your values every day: As a family owned company, we understand a healthy work life balance and providebenefits to protect our families. Our mission, vision, and values aren't just words on a web page, they are words we live by--every customer--every day.

Operations Manager Job Description

Updated January 26, 2024

Primary Responsibility Summary

The Operations Manager manages and oversees the parts department, service department, and physical facility of the assigned location in a manner that attains sales growth, profit targets, and overall standards set out by the Company including obtaining high customer satisfaction.

Purpose

The primary purpose is to manage the day-to-day activities and operations of the branch service and parts department. You ensure that machines are made ready for sale on time, machines are repaired correctly meeting our standards, parts are ordered correctly and on time, associates are led, managed, and being held accountable for their work. You are responsible for the parts and service department obtaining their sales and profit goals.

You ensure all associates follow SOP's and provide a service that meets our values. While also providing the support (resource, time, and attention) to all things going on within the facility. Further, you are responsible for training and developing the team that reports to you.

Reporting Structure

• Reports To: Regional Operations Manager

• Subordinates: Parts Manager, Service Writer, Technicians, Yard Associate

Travel Requirements

• Limited travel required, estimated 15-20 travel days per year for meetings and training.

FLSA Classification

• Exempt

Metrics Accountable

The metrics below are not all metrics that this role oversees, but these metrics listed will be used in performance evaluations and appraisals of progress in this role.

Parts Department

Net Income (from budget)

Service Department

Net Income (from budget

Store 5S Score (85%)

Customer Satisfaction (NPS or Other Feedback)

Budget Attainment (TBD)

Time Allocation

With Service Writer: Time should be allocated 45% to Service, 30% to Parts, 10% to facility, 10% to leadership and growth activities, and 5% miscellaneous items.

Without Service Writer: Time should be allocated 70% to Service, 20% to Parts, 5% to facility, 5% to leadership and growth activities.

Roles and Responsibilities

? Values and Mission

Upholds Southeastern Equipment's Values, Vision, and Culture.

Passion

• We create relationships, not just transactions. - Our customers see value from Southeastern over time across all departments, across the life of the machine, and across generations.

Niche

• Through high levels of customer experience we provide solutions and expertise to help customers build the future.

Core Values

• Passionate - We have a steadfast determination.

• Helpful - We are reliable.

• Hustle - We have grit and do more than what is required.

• Human - We treat everyone with empathy and dignity.

• Customer First - We make sure our customers are cared for first

Lead, Manage, and Accountability (LMA)

• Enforces and follows all policies and procedures.

• Fosters interdepartmental and interbranch communications.

• Leading effective routine meetings per company guidelines.

• Ensuring that all associates obtain and complete the required training.

• Establishes safety programs within the facility.

• Managing employee time and HR needs.

• Follow EOS model where applicable.

Facility and Assets Maintenance

1. Physical Facility

• Meets OSHA and EPA compliance.

• Meets 5S scoring and audit criteria.

• Ensures that the entire facility and grounds are maintained.

• Ensures that all equipment/tooling needed is available and kept in good and safe operating conditions, including any necessary certifications.

1. Physical Assets

• Maintains up-to-date equipment inventory.

• Protects and monitors asset security.

• Responsible for the flow of assets in and out of facility.

Service Department Oversight/Leadership

• Obtaining sales and profit goals.

• Driving KPI performance and improvement.

• Managing/Overseeing technician work and time tracking.

• Ensures 3C, SEC Machine Standards and other requirements are met.

• Maintaining a high level of customer communication and care.

• Customer issue escalation handling.

• Oversee customer's machines in shop.

• Ensures proper documentation and recordkeeping for warranty, accounting, and other areas.

Parts Department

• Obtaining sales and profit goals.

• Driving KPI performance and improvement.

• Ensuring the parts manager is following SOP.

• Call score monitoring and review.

• Customer issue escalation handling.

• Ensures proper documentation and recordkeeping for warranty, accounting, and other areas.

Support of Sales, Rental & PSSR

• Provides availability and status information for machines at facility.

• Works with and supports PSSR in quoting and fulfillment.

• PDI statuses and schedule timing.

• Working with SSA to coordinate machine arrival/departures.

• Effective communication for operational needs of Sales/Rental/PSSR

• Customer walk-in handling

Educational and Experience Requirements

• High School Diploma or GED required, 4-year BA or BS degree preferred and minimum 6 years managerial experience in a related field.

• Demonstrated track record of successful leadership in a previous role

• Preferred working knowledge of parts and service operations.

• Proven record of successfully working in a team-based environment.

• Superior communication skills (active listening, writing, speaking, and telephone)

• Excellent customer service skills

• Financial acumen, including ability to understand an income statement and balance sheet

• Ability to champion and lead change; assist employees in accepting change

• Demonstrated ability to grow and manage business to business sales

• Computer skills (Excel, Word, Outlook)

Physical Requirements and Working Conditions

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 stand and walk through the shop. The employee is occasionally required to walk, climb or balance; stoop, kneel, crouch; and speak and hear.

The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Southeastern Equipment is unable to offer sponsorship now or in the future. All candidates must be legally authorized to work in the United States without the need for sponsorship.

Do you have a great work history but are hesitant to apply because your previous experience doesn’t specifically align? We encourage you to apply Southeastern Equipment values established skill sets, tenure, and culture fit over industry experience. We recognize that individuals with diverse experiences and backgrounds are essential to our success. You may be the perfect candidate for this role or others within our organization.

Please keep in mind that the posted pay range represents the range for all positions in the job grade within which this position falls. The actual hourly/salary offer will take into account a wide range of factors, including location, certifications, and skill development and potential bonuses.

Southeastern Equipment offers full time employees: competitive salary, full benefits (Medical, Dental, Vision, Critical Illness, Life Insurance,401K, Wellness), and PTO, Company apparel and uniforms provided, boot allowance. EOE.

Southeastern Equipment is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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