Service Operations Manager

1 week ago

Dayton, Ohio, United States Worldwide Equipment Full time

POSITION OVERVIEW

The Service Operations Manager is responsible for cultivating a positive and productive workplace for all team members, prioritizing employee development and growth. This role emphasizes that customer satisfaction is paramount, ensuring that clients receive an exceptional experience through collaborative teamwork and efficient execution of daily responsibilities. The manager will strategize, organize, lead, and oversee activities aimed at enhancing revenue while managing expenses effectively. A commitment to optimizing the utilization of technicians' time for revenue-generating tasks is essential, with a focus on achieving departmental profitability in line with company standards.

KEY RESPONSIBILITIES


• Foster open and honest communication across all business interactions, ensuring all team members understand its importance.
• Recruit, train, inspire, guide, and evaluate the performance of all service department personnel.
• Ensure that all staff maintain a professional demeanor, adhere to safety protocols, and comply with company policies.
• Facilitate employee development through practical training, external workshops, and mentorship to help them achieve their professional aspirations, ensuring that internal candidates are prepared for future opportunities.
• Conduct timely performance evaluations as outlined in each role's description.
• Develop a succession plan for critical positions within the department, including the Service Manager role.
• Promote collaboration within the department and across other departments.
• Prepare and implement an annual business strategy for the service department.
• Set and monitor daily, weekly, monthly, and annual performance goals for employees and the department.
• Engage with customers on-site to build relationships that support future business opportunities.
• Perform additional duties as assigned by management.

SUPERVISORY ROLE


• Schedule and oversee all Service Department personnel.
• Report directly to the Operations Manager or, if not applicable, to the Branch/Division Manager.

QUALIFICATIONS

To excel in this role, candidates must demonstrate the ability to fulfill each essential duty effectively. The qualifications listed below represent the knowledge, skills, and abilities required.

EDUCATION AND EXPERIENCE


• High school diploma or equivalent (GED);
• A minimum of four years of experience in heavy-duty truck or automotive services, or a comparable combination of education and experience.

ESSENTIAL SKILLS


• Strong communication skills with all levels of business contacts.
• A proactive, results-oriented mindset with high energy and a positive outlook on the service industry.
• Proficient in reading, analyzing, and interpreting complex documents.
• Capable of responding effectively to sensitive inquiries or complaints.
• Skilled in crafting speeches and articles using innovative techniques.
• Proficient in delivering persuasive presentations on complex topics to senior management, public groups, and boards.

PHYSICAL REQUIREMENTS

This position necessitates extended periods of standing, walking, bending, and lifting. The physical demands outlined here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

WE ARE AN AT-WILL, EQUAL OPPORTUNITY EMPLOYER

WORK ENVIRONMENT

The characteristics of the work environment described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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