General Manager of Service and Operations
4 weeks ago
The General Manager of Service and PDI Operations will oversee all aspects of corporate PDI operations, including repair, maintenance, warranty services, and Pre-Delivery Inspection (PDI) operations. This role is responsible for ensuring high standards in PDI inspections, operational efficiency, and profitability while maintaining a safe and compliant work environment.
Key Responsibilities:
- Leadership & Team Management:
- Lead, train, and motivate a team of service and PDI personnel to ensure high performance, efficiency, and customer satisfaction.
- Establish clear performance expectations and provide ongoing coaching, feedback, and support.
- Foster a positive and collaborative work environment, encouraging continuous improvement and professional growth.
- Operational Excellence:
- Oversee day-to-day corporate PDI operations, ensuring the timely and accurate completion of all repair, maintenance, and inspection tasks.
- Manage the workflow to ensure efficient scheduling, minimize downtime, and optimize technician productivity.
- Ensure compliance with all safety, regulatory, and company policies and procedures within the service and PDI departments.
- Dealer Service & Satisfaction:
- Maintain a strong focus on dealer satisfaction, ensuring all service and PDI activities meet or exceed company expectations.
- Develop and implement initiatives to improve satisfaction and retention.
- Address and resolve any escalated complaints or concerns in a timely and professional manner.
- Financial & Budgetary Management:
- Manage departmental budgets, including labor costs, parts inventory, and overhead expenses, to achieve profitability goals.
- Monitor and analyze financial performance, identifying opportunities to increase revenue and reduce costs.
- Implement strategies to drive growth and efficiency in PDI operations.
- Quality Control & PDI Excellence:
- Oversee the Pre-Delivery Inspection (PDI) process, ensuring that all RVs are thoroughly inspected and meet quality standards before delivery to dealers.
- Implement quality control procedures to ensure high standards of workmanship and minimize rework.
- Collaborate with the inventory and dispatch teams to ensure seamless coordination between departments.
- Vendor & Warranty Management:
- Manage relationships with key vendors and manufacturers for parts and warranty claims.
- Ensure efficient processing of warranty claims and proper documentation for parts returns or exchanges.
- Negotiate and maintain contracts with third-party service providers as needed.
- Reporting & KPI Monitoring:
- Track and report on key performance indicators (KPIs), including PDI production, technician productivity, warranty profitability, dealer satisfaction, and quality metrics.
- Use data to identify areas for improvement and implement corrective actions to meet performance targets.
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