ABC Companies

Position Description

Title: Operations Manager

Reports to: Regional Vice President and National Director of Operations

Scope: Responsible for effectively managing and directing the daily service operations. This includes overseeing established service operations policies and procedures; monitoring the efficiency of service operations, promoting customer service through training and related initiatives, supporting service sales and marketing efforts, managing an effective safety program, and assurance of regulatory compliance.

Essential Duties and Responsibilities include the following:

• Responsible for the profitable operation of shop and service areas in a safe, clean, and efficient manner.


• In conjunction with the Regional Vice President and National Director of Operations, actively seeks new business and service agreements for the facility in line with current capabilities and capacity.


• Support Account Managers in sales of new and pre-owned coaches


• Ability to drive revenue to the facility.


• Actively seeks new business and service agreements for the Location in line with current capabilities and capacity.


• Responsible for hiring, orientation, training, performance evaluation, and development of service operations personnel.


• Coaches and directs service operations personnel as well as manages situations involving issues related to employee performance and misconduct.


• Oversees the training and development of service personnel to ensure technical and customer service skills are continually upgraded and maintained as needed.


• Ensure that an adequate volume of vehicle parts, supplies, and other necessary equipment and materials are available.


• Develop and implement an operations compliance audit program (compliance to policies, procedures, standards, etc.).


• Responsible for monitoring service sales revenue, expense management, and budget for the location.


• Ensures the location meets and maintains established standards for building and facilities, service operations, and safety.


• Directs, coordinates, and promotes an effective safety program.


• Direct efforts and initiatives with the assistance of Human Resources to ensure regulatory compliance with OSHA, EPA, DOT, state, and local regulatory agencies.


• Oversees and directs preventive maintenance programs for shop systems, tools, and equipment at the location.


• Works closely with the National Director of Operations to support the development of service standards and operating procedures.

Essential Duties and Responsibilities (continued)

• Responsible for ensuring that service operations fully utilize automated computer systems by ensuring that orientation and training is provided for all employees and reporting any unmet needs or concerns to the IT department.


• Directs and oversees the maintenance and upkeep of the buildings and grounds.


• Communicate verbal and written information clearly and concisely to the National Director of Operations and the Regional Vice President.


• Embrace and promote the customer service philosophy of exceeding customer expectations every day. Work closely with customers to ensure satisfaction.


• Other Duties and responsibilities as assigned.

Qualifications:

• Demonstrated management ability and a minimum of five years of management experience in the motor vehicle service industry.


• BA or BS in Business or a related field.


• Commercial Driver's License or ability to obtain one within 90 days


• Must posses an understanding and insight into past and current trends, issues, and economics within the motor vehicle service industry.


• Must have a good knowledge of motor vehicle operating systems and preferably be ASE certified.


• Must have strong communication and interpersonal skills.


• Requires strong organizational skills to include the ability to effectively manage multiple projects simultaneously, prioritize tasks, and complete assignments within expected time frames.


• Possess a working knowledge of current automated business systems preferably Microsoft Word, Excel, Outlook, and Oracle or similar programs and other applications as needed.