Service Operations Manager

1 week ago

Pflugerville, Texas, United States BD Holt Company Full time
Job Overview

Position Summary:

The Service Operations Manager is tasked with overseeing the effective management of tasks performed within the service department. This role includes setting production objectives, supervising, training, and assessing service staff to ensure alignment with the company's departmental objectives. The individual will also evaluate the physical resources necessary for task completion (including facilities, tools, and environmental conditions) and maintain ongoing communication with the Regional Service Manager.

Key Responsibilities:

  • Recruit, mentor, assess, and inspire a productive and cohesive team to deliver exceptional customer service.
  • Exemplify, advocate, and reinforce the consistent application of HOLT's Values Based Leadership (VBL) tools and methodologies to ensure alignment with our Vision, Values, and Mission.
  • Select, manage, develop, and evaluate service staff to guarantee high standards of quality workmanship and efficiency in a repair and service environment.
  • Communicate, implement, and oversee service department policies to maintain a high level of consistency.
  • Monitor and manage time records, service documentation, and maintenance activities.
  • Plan and allocate work, enforce policies and procedures, and recommend enhancements in repair and service techniques, equipment, operational processes, and working conditions.
  • Model and coach to ensure that shop operations and safety practices are conducted in a secure and hazard-free environment.
  • Manage company expenditures through warranty and damage recovery processes.
  • Oversee the maintenance of delivery and field service fleets.
  • Ensure facilities comply with Cat Contamination Control standards.
  • Consistently adhere to safety protocols and comply with all company policies, procedures, and standards.
  • Perform additional duties as assigned.

Required Knowledge, Skills, and Abilities:

  • Strong mechanical expertise with various engine sizes and types, as well as electrical systems.
  • Comprehensive knowledge of construction machinery, aerial, and lifting equipment.
  • Understanding of machinery and tools, including their design, application, repair, and maintenance.
  • Extensive familiarity with MSHA, OSHA & DOT regulations; certification preferred.
  • Quality control analysis capabilities - Conducting evaluations and inspections of products, services, or processes to assess quality or performance.
  • Operational control skills - Managing the operations of equipment or systems.
  • Advanced mechanical skills and proficiency in interpreting schematics and diagrams.
  • Strong teamwork, communication, and interpersonal abilities.
  • Judgment and decision-making skills to evaluate relative costs and benefits of potential actions, determining the best course of action.
  • Attention to detail and strong organizational capabilities.
  • Effective recordkeeping and document management to ensure compliance with company policies and procedures.
  • Able to manage multiple priorities efficiently.
  • Ability to comprehend and interpret written information and ideas.
  • Ability to listen to and understand spoken information and ideas.

Education and Experience Requirements:

  • High school diploma or equivalent, or trade school diploma required.
  • Aerial lift and forklift certification required.
  • Five to eight years of relevant work experience preferred.

Supervisory Duties:

Responsibilities encompass recruiting, interviewing, hiring, and training personnel; planning, assigning, and directing work; coaching and developing staff; evaluating performance; rewarding and disciplining employees; addressing complaints and resolving issues.

Travel Requirements:

  • Minimal travel, less than 10% annually, with some overnight stays; primarily related to training.
  • Valid driver's license required.

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