Heavy Equipment Field Service Operations Director

6 days ago

Riverside, California, United States RDO Equipment Full time
Job Summary

The Heavy Equipment Service Operations Manager will provide leadership in motivating, managing, and evaluating heavy equipment field service managers and technicians in the Riverside store.

He/she will manage the field service operations to ensure customer satisfaction. He/she will be responsible for meeting with customers and driving sales. Field management responsibilities include overall scheduling, customer management, coordination and allocation of resources.

Key Responsibilities:

  • Collaborate with the Field Service Managers in the Riverside location.
  • Demonstrate leadership in all aspects of the field service operations.
  • Coach and mentor field service employees on a regular basis with regards to efficiency, productivity, rework, and gross margin.
  • Ensure customer satisfaction. Work with the field service team to know the customer's current and future expectations and work with all store departments to resolve customer concerns.
  • Understand and communicate the quarterly Profit Sharing program to employees.
  • Oversee the scheduling of all field service work and assignments.
  • Oversee the timecard review and signoff for all technicians.
  • Ensure work orders are charged out in a timely and in a profitable manner.
  • Ensure the processing of warranty claims timely monitoring of warranty sub-ledger for all pieces of equipment.
  • Manage and maintain company property including equipment and vehicles. Inventory company-purchased tools and follow checkout guidelines.
  • Provide feedback to improve processes and customer satisfaction.
  • Facilitate or participate in monthly safety meetings.
  • Review monthly Risk Management Report by location with the General/Store Manager.
  • Create and monitor annual field service benchmarks and budget, in alignment with the company's financial and operational objectives.
  • Review all receivables at least monthly. Establish collection plans and monitor aggressively. Ensure that appropriate communications take place throughout the location/s by facilitating/participating in monthly open-book meetings, conducting regular team meetings, encouraging an open-door policy, and proactively seeking feedback from team members.
  • Foster an engaged work environment within the location/s, encouraging accountability, open communication, teamwork, and a commitment to serving the customer.
  • Lead and manage all business and/or department activities related to ensuring the customer experience is positive and that all team members are committed to creating solutions and long term relationships with customers.
  • Ensure that the company/location reputation and image in the community is consistent with RDO Integrated Controls Core Values, and that business relationships with all stakeholders are not compromised.
  • Manage the evaluation, allocation, and management of physical and financial resources and administer the hiring, development/training, management, evaluation, and effective assignment of people resources.
  • Responsible for ensuring that sound and safe business practices and processes are implemented and continuously improved to effectively and efficiently achieve ethical business objectives.
  • Follow all safety rules and regulations while performing work assignments and adhere to all policies and procedures as specified in company manuals and as directed in the employee handbook.
  • Proactively seek and participate in available company-sponsored training, in an effort to develop and advance knowledge base and skill set.
  • Maintain a positive and professional working relationship with peers, management, and support resources, with a constant commitment to teamwork and exemplary customer service.
  • Perform all other duties as assigned by management in a professional and efficient manner.

Requirements:

  • Previous service supervisory/management experience
  • Excellent customer service skills
  • Excellent oral and written communication skills
  • Strong computer skills
  • Industry experience preferred
  • College degree preferred
  • Candidates must have valid work authorization and be able to work in the U.S. without company sponsorship.

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