Senior Service Manager II - Maintenance Operations
Position Description We are currently hiring a Senior Service Manager II in Baltimore MD For 85 years, Ryder has provided customers around the world with integrated transportation, logistics, and supply chain management solutions that enhance the way they do business. Building and maintaining a fleet takes time, resources, and expertise few companies can spare. At Ryder, we offer outstanding incentives: Generous Paid Time Off! Excellent Benefits! Tuition Reimbursement! PPE & Uniforms provided at no cost! Free Job training and development! Career advancement strategies that will help you secure your future! We are a fortune 500 company with 800+ locations and 36,000 employees across the US! Employee satisfaction is part of our culture. Apply today and see why a job with Ryder is what you've been looking for. Call us or go online to apply for one of our awesome opportunities. The Senior Service Manager II (Sr. SM II) manages the operations and personnel for approximately 601+ equivalent truck units comprised of one or more locations. This position may have Service Managers, Shift Supervisors, Technicians-In-Charge, Customer Service Coordinators, parts-responsible persons, and administrative assistants to support the needs of assigned location. At this level of a complex operation, the Senior Service Manager II must be able to accomplish results through the effective delegation of work and responsibilities and effective management of the team, thus ensuring business objectives and labor requirements are met. The Senior Service Manager II is responsible for ensuring that the needs of the customers are being met while balancing the financial targets against the requirements of the business. This position is responsible for the management of each location's performance against comprehensive 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. As with all FMS Shop positions, the Senior Service Manager II is responsible for adhering to all Ryder Maintenance Operations policies and procedures. This may also be a development position for Maintenance Manager or Manager of Quality Assurance roles. #LI-post #INDexempt Requirements Bachelor's degree in business or engineering preferred or ten (10) years of experience in a maintenance operations environment (Demonstrated success in a Ryder role may be substituted for this requirement) Four (4) years or more of management experience Three (3) years or more maintenance technical experience Ability to: Optimize execution of complex strategic labor, financial, quality, operating, safety and asset processes and related metrics Work with reporting systems to pull data for analysis and decision making preferred Build strong customer relationships. Must have demonstrated customer service focus Proactively resolve critical customer issues with large key accounts Lead, train and develop a self directed management workforce, including effective delegation and management of assigned work Create and maintain professional relationships within all levels of the organization (peers, work groups, customers, and supervisors) Work independently and as a member of a team Assumes personal responsibility for actions; strong sense of personal accountability and a proven track record of achieving desired results Strong verbal and written communication skills Demonstrated commitment to a safe work environment, quality execution and customer service as evidenced by previous experience and performance track record Demonstrated work flow analysis and management skills Demonstrated problem solving skills; ability to independently solve complex operational problems in a timely fashion Flexibility to operate and self-driven to excel in a fast-paced environment Capability to multi-task and highly organized, with excellent time management skills Detail-oriented with excellent follow-up practices Competency in basic computer skills and in a Microsoft Office environment Knowledge of shop management systems (intermediate level preferred Responsibilities Operations Management: Responsible for the oversight of work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval Performs complex strategic labor planning by evaluating incoming work and allocating resources, balancing shift schedules, establishing operating hours, and level loading work load to maximize efficiency and productivity Responsible for optimizing labor at the shop, and ensuring the optimal mix of straight time, O/T and outside repair Responsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of equipment based upon customer operating hours Oversees the execution of the workflow management process Labor Management: Provides leadership, training, development and oversight to a self directed management team assigned to the branch (es) to include the Service Manager, Shift Supervisors, Technicians In Charge, Customer Service Coordinators and Technicians 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; ensures TOPS plan is prioritized based upon breakdown, rework and running cost trends Evaluates and 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 optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds delivered-in-time promised objectives based upon customer requirements Provides oversight to ensure successful execution of the Customer Communication Protocol Partners with the Sales team to ensure proper scoping of prospective new business opportunities and identify opportunities for growth within existing customer base Collaborates with Sales team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of service Conducts customer visits and annual reviews as required by the Customer Care Plan Responsible for Customer Retention and Maintenance CSI through optimal execution of the Maintenance Promise Financial Management: Develops and manages budgets, as well as implements 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 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 Provides oversight and exception management of Payroll, Purchase Order approval and invoice reconciliation, and fuel reconciliation 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 maximizing warranty recovery Ensures data integrity in the Shop Management Online system Asset Management: Directs management team in order to maintain the appearance and maintenance of assigned locations, including sustaining 6S standards throughout the shop Responsible for the execution of Asset Management initiatives at the shop level Prepares business case for capital expenditures Prioritizes and approves shop tooling and equipment requirements based on needs and scope Manages and oversees vehicle specifications and vehicle in-service/out-service process Provides expert insight during business unit asset management review Ensures all vehicles have required specifications in SAM Provides oversight of parts inventory management, policies and procedures Quality Management: Performs complex quality planning by developing corrective action and counter measures to operational quality issues Provides oversight and/or execution of quality inspection of PM and repairs, as well as in-process reviews of non-PM work Maintains control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimized Responsible for all mandatory compliance items at the shop level as identified on the Quality Review inspection list Is accountable for all quality metrics within the shop Leads breakdown root cause analysis, implement corrective actions locally and, when necessary, communicates issues to Technical Assistance Center Develops and ensures implementation of quality assurance audit corrective action plans and continuous improvement programs Responsible for ensuring a safe workplace and providing guidance for all safety efforts and initiatives Ensures cleanliness and quality of repair for all maintained vehicles Is accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, as well as customer requirements Complies with safety and EPA regulations and requirements Performs other duties as assigned Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.