Service Operations Manager
5 days ago
Newman Tractor LLC is a reputable heavy equipment sales, rentals & parts dealership with a strong commitment to excellence. As Service Operations Manager, you will play a pivotal role in ensuring the highest levels of customer satisfaction, service quality, and operational efficiency.
About the RoleThis position involves overseeing the daily operations of the service department, managing a team of skilled technicians, and coordinating with other departments to ensure seamless service delivery. You will focus on key performance indicators (KPIs) to enhance productivity, profitability, and overall performance.
Main Responsibilities- Manage day-to-day activities of the service department, including scheduling, assigning work orders, and optimizing workflow to maximize technician utilization and labor recovery
- Ensure all service activities are conducted safely and in compliance with company policies, environmental regulations, and industry standards
- Monitor technician performance, providing coaching, mentoring, and support to enhance skills and productivity
- Manage customer communications, addressing concerns, providing status updates, and ensuring satisfaction with service outcomes
- Coordinate parts availability and order management with the Parts Department to minimize downtime and enhance service efficiency
- Track and manage daily service KPIs, focusing on labor recovery rates, quoted labor variance, technician rework rates, rent-ready quality control, and expense management
- Review weekly service performance reports, analyze trends, and identify areas for improvement
- Conduct weekly team meetings to communicate goals, review performance metrics, discuss ongoing projects, and address any issues
- Develop and implement action plans to improve labor recovery, reduce quoted labor variance, minimize technician rework, and maintain high standards of rent-ready quality control
- Collaborate with the Rental Department to ensure equipment is serviced and ready for rent on schedule, meeting quality and safety standards
- Monitor and manage inventory levels, working closely with the Parts Department to ensure adequate stock of high-demand components and supplies
- Provide weekly updates to the Regional Service Director on service department performance, including KPI status and action plans
- Labor Recovery: Maximize billable hours versus available hours for service technicians, implementing strategies to reduce unbilled time and improve overall department productivity
- Quoted Labor Variance: Monitor and minimize the difference between estimated and actual labor hours on service jobs, ensuring accurate quoting processes, consistent job tracking, and effective management of time and resources
- Technician Rework: Track and manage rework cases, aiming to reduce frequency and cost by enhancing service quality and technician training, developing standard operating procedures and quality assurance checks to prevent repeat issues
- Rent Ready Quality Control: Oversee inspection and preparation of rental equipment to meet quality and safety standards before customer delivery, implementing a rigorous quality control process to reduce turnaround time and enhance customer satisfaction
- Expense Management: Monitor and control service department expenses, including parts, labor, and overhead costs, developing strategies to reduce waste, optimize resource allocation, and improve overall profitability
$65,000 - $85,000 per annum, based on location and experience
Requirements- Leadership and Team Management: Ability to motivate and develop a team, manage performance, and drive continuous improvement
- Customer Focus: Strong commitment to providing exceptional customer service and building long-term relationships
- Analytical Skills: Proficiency in analyzing data, identifying trends, and developing actionable insights
- Financial Acumen: Understanding of financial metrics and ability to manage a department budget effectively
- Problem Solving: Strong problem-solving skills, with a focus on innovative solutions and operational efficiency
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