Ryder System Fleet Maintenance Senior Service Manager in Little Rock, Arkansas
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We are currently hiring a Sr. Service Manager in Little Rock, AR!
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For over 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.
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The Senior Manager Service II manages the operations and personnel for approximately 601+ equivalent truck units comprised of one or more locations. May have Service Managers, Shift Supervisors, Technicians-In-Charge, Customer Service Coordinators, Parts Responsible Persons, and Administrative Assistance 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 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.
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.Oversee 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. Ensure 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.Oversight to ensure successful execution of the Customer Communication Protocol.Partner with the Sales Team to ensure proper scoping of prospective new business opportunities and identify opportunities for growth within existing customer base.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 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:Develop and manage budgets as well as 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.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.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.Ensure data integrity in the Shop Management Online system
Asset Management:Directs his/her 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.Prioritize and approve shop tooling and equipment requirements based on needs and scope.Management and oversight of vehicle specifications and vehicle in-service/out-service process.Provide expert insight during business unit asset management review.Ensure all vehicles have required specifications in SAM.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.Oversight and/or execution of Quality Inspection of PM & repairs, as well as In Process Reviews of non-PM work.Maintain 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.Accountable for all Quality Metrics within the Shop.Lead breakdown root cause analysis, implement corrective actions locally, and when necessary, communicate issues to Technical Assistance Center.Develop and ensure 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.Ensure Cleanliness and quality of repair for all maintained vehicles.Accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, as well as customer requirementsComply with Safety and EPA regulations and requirements
- Performs other duties as assigned.
Skills and Abilities
Ability to optimize execution of complex strategic labor, financial, quality, operating, safety and asset processes and related metrics
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
Ability to work with reporting systems to pull data for analysis and decision making (preferred)
Demonstrated commitment to a safe work environment, quality execution and customer service as evidenced by previous experience and performance track record
Ability to build strong customer relationships
Must have demonstrated customer service focus
Must have demonstrated work flow analysis and management skills
Demonstrates problem solving skills
Ability to independently solve complex operational problems in a timely fashion
Ability to proactively resolve critical customer issues with large key accounts
Ability to lead, train and develop a self directed management workforce, including effective delegation and management of assigned work
Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
Ability to work independently and as a member of a team
Flexibility to operate and self-driven to excel in a fast-paced environment
Capable of multi-tasking, highly organized, with excellent time management skills
Detail oriented with excellent follow-up practices
Bachelor's degree required in Business or Engineering (preferred) or 10 years experience in a maintenance operations environment. Demonstrated success in a Ryder role may be substituted for this requirement
Four (4) years or more management experience required
Three (3) years or more maintenance technical experience required
Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
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.
Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.