Mobile Maintenance Service Manager

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Job Description:

Summary

The Manager Maintenance Services is responsible for overseeing operations and personnel across assigned locations. This role includes direct supervision of a Supervisor, Maintenance Services, as well as up to two office support staff. The Manager, Maintenance Services will also lead a team of 10 to 20 Technicians, either directly or through supervisory staff. The Manager, Maintenance Services must be able to accomplish results through direct involvement and limited delegation of work and responsibilities, thus ensuring business objectives and labor requirements are met. The Manager, Maintenance Services is responsible for ensuring the customer's needs are being met while balancing financial, operating, quality, safety and asset targets against the requirements of the business measured through leadership competencies and business metrics. This position is responsible for the management of the location(s) performance against metrics to meet and/or exceed assigned objectives. This position is also responsible for ensuring that the location is in compliance with and properly executing all key company processes, Standard Operating Procedures and Standard Repair Practices. The Manager, Maintenance Services is responsible for adhering to all Ryder Maintenance Operations policies and procedures. This may also be a development position to prepare incumbents for the Senior Manager, Maintenance Services I role. 

Essential Functions

• Operations Management:
  • Responsible for the execution of work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift meetings, and RO review and approval.
  • Ensure proper work is scheduled, which may include assigning work to technicians
  • Directly involved in Labor Planning by evaluating incoming work and allocating resources, balancing shift schedules, and level loading work load to maximize efficiency and productivity.
  • Responsible for optimizing labor and ensuring the optimal mix of straight time and O/T.
  • Responsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of equipment based upon customer operating hours.

• Labor Management:
  • Provides management, training and development of all personnel assigned.
  • Responsible for Performance Management of all assigned personnel.
  • Responsible for successful development and execution of the Technical Training Plan in coordination with the Field Training Team.
  • Ensure plan is prioritized based upon Breakdown, Rework and Running Cost trends.
  • Makes recommendations for future staffing based on changes to the business environment.
  • Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning.

• Customer Management:
  • Directly responsible for customer relationship management to include issue resolutions, customer satisfaction, and retention, as well as ensuring uptime.
  • Responsible for execution of customer communication protocol.
  • Responsible for optimizing customer uptime.
  • Promised objectives based upon customer requirements.
  • Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of service.
  • Conduct customer visits and reviews as needed.

• Financial Management:
  • Responsible for implementing cost control measures related to maintenance operations budget and location P&L statement to meet short and long term financial goals.
  • Directly responsible for successful execution of Maintenance Initiatives to attain or exceed specified financial targets.
  • Responsible for the optimization of net maintenance cost per unit.
  • Responsible for Customer Retention and Maintenance CSI through optimal execution of the Maintenance Promise.
  • Work with vendor sourcing group to identify potential and preferred vendors for specific facilities and vehicle maintenance services.
  • Responsible for ensuring accuracy of third party invoices and the quality of worked outsourced to vendors. Responsible for Payroll, Purchase Order approval and invoice reconciliation, and fuel reconciliation, all liquid inventories to include fuel, DEF and oil.
  • Responsible for the successful execution of the customer bill back process to include identification, review and approval of bill back opportunities.
  • Responsible for ensuring proper documentation and explanation/ reporting of re-billable activity.
  • Responsible for the successful execution of the Warranty process and maximi