General Service Site Manager

Vanderlande Industries•Los Angeles, CA

13h•Onsite

About The Position

Vanderlande is a global leader in logistics process automation, providing automated material handling systems for airports, warehouses, and parcel operations. At Los Angeles International Airport (LAX), Vanderlande is responsible for service and maintenance of the Baggage Handling System (BHS). The General Service Site Manager role is described in the posting as the Senior Operations & Maintenance Manager. This leader owns the safe, compliant, and profitable execution of the site service contract and is accountable for contractual delivery, KPI/SLA results, budget and margin targets, workforce productivity, maintenance quality, and customer satisfaction. The manager directs the site leadership team, sets measurable expectations, reviews performance, and acts promptly when results fall short. The role represents Vanderlande in meetings with the customer, airlines, airport, TSA, and other stakeholders concerning operation and maintenance of the BHS and associated systems. It leads a 24/7 operation, despite the stated regular schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m., and requires up to 10% travel. The position leads the site-based service team, including managers, supervisors, technical personnel, and operational support functions. It establishes goals and ownership, reviews results, develops successors, and intervenes when performance or conduct does not meet expectations. The work environment includes exposure to the baggage handling system, mechanical parts, vibration, and potentially loud noise. The role requires regular sitting and hand use, occasional standing, walking, and floor-level movements, and the ability to perceive and assess safety issues.

Requirements

At least 10 years of progressive service, operations, or maintenance leadership experience, including responsibility for a complex 24/7 operation and a multidisciplinary team.
Demonstrated ownership of multimillion-dollar contracts or business units, including budgeting, forecasting, cost control, margin improvement, contract compliance, and executive-level performance reporting.
Ability to convert contractual requirements and operational data into priorities, management actions, and sustainable business results.
Experience working with third-party service providers as subcontractors.
Ability to pass 10-year background checks to the extent required by TSA and airport authorities.
Ability to attain and sustain an Airport ID Badge/CBP Seal.
Strong business and financial acumen, including P&L thinking, budgeting, forecasting, cost control, labor productivity, commercial risk, and margin improvement.
Ability to lead through measurable objectives, operating reviews, action tracking, and consistent accountability.
Data-driven problem-solving skills, including root-cause identification, prioritization, and timely corrective action.
Contract-management capability, including KPI/SLA governance, scope control, change management, compliance, and customer commitments.
Ability to build, coach, and retain teams; set expectations; provide feedback; recognize performance; and address underperformance.
Executive-level communication and stakeholder-management skills.
Operational discipline, sound organizational judgment, and ability to manage competing priorities in a 24/7 environment.
Continuous-improvement mindset and ability to achieve measurable, sustained results.
Strong Microsoft Office skills, particularly Excel, Word, PowerPoint, and Outlook, and ability to analyze and communicate business performance.
Confidence, integrity, and professionalism in representing Vanderlande.
Ability to meet the physical demands described, including sitting, using hands, communicating, occasional standing, walking, and floor-level movement, and perceiving safety issues.
Specific vision abilities including close, distance, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Bachelor's degree in Business, Engineering, Operations Management, or a related field; equivalent education and relevant professional experience will also be considered.
MBA.
Experience in automated handling systems, capital goods, system integration, airports, or similarly business-critical environments.
Bilingual Spanish and English.
B.A. or B.S. in Engineering or Operations.
Airport or warehouse operations experience.
Conveyor services or material handling services experience.
Strong client interface and professional presentation skills.

Responsibilities

Own execution of the service contract, commercial performance, customer commitments, and site operating plan.
Develop and execute the site business plan to achieve revenue, margin, cost, cash, productivity, and customer-performance targets in collaboration with Sales, Finance, and regional leadership.
Deliver contract obligations, KPIs, SLAs, milestones, reporting requirements, and customer commitments safely, effectively, compliantly, and profitably.
Allocate internal and external resources according to business priorities, contractual risk, workload, and return on investment.
Build customer relationships, set expectations, protect the contractual position, and promptly resolve performance or commercial issues.
Coordinate cross-functional decisions, secure resources, assign owners and deadlines, and escalate unresolved risks.
Establish a performance-management cadence; review indicators and ensure corrective actions are owned, time-bound, and sustained.
Provide weekly and monthly business reviews covering KPI/SLA performance, safety, reliability, labor productivity, financial performance, risks, forecasts, and recovery actions.
Coordinate site surveys and site preparation ahead of system installations and deployments.
Act as contractual liaison between Vanderlande and the customer; manage scope and change control, document and obtain approval for variations, and support timely billing and commercial recovery.
Represent the operation in meetings with the airport, TSA, airlines, and other government entities that are clients.
Develop and implement contract-management and administration procedures in compliance with company policy and contribute to company policies when appropriate.
Set and enforce maintenance quality standards and hold leaders and technicians accountable for workmanship, schedules, documentation, repeat failures, and corrective actions.
Lead customer performance reviews and ensure decisions, action owners, due dates, and commitments are tracked and verified.
Promote an accident-free workplace, enforce PPE and company safety requirements, and ensure required inspections, training, and documentation are completed.
Build site organization, operating rhythms, and management controls for a 24/7 operation.
Manage payroll submission and processing; partner with HR and Recruiting on workforce planning, hiring, onboarding, development, succession, employee relations, and performance management.
Develop and control staffing plans, schedules, overtime, and management coverage; align labor deployment with contract requirements, workload, productivity, and budget.
Coordinate effectively with Operations, Sales, Finance, HR, Safety, and other departments.
Own the site budget, forecast, and cost-control plan, including labor, overtime, subcontractors, parts, and assets; explain variances and implement recovery actions.
Develop, maintain, and enforce site procedures, including standard operating procedures, communication, safety and contingency plans, attendance, craftsmanship quality control, inventory management, and training requirements.
Monitor and control maintenance performance in the CMMS.
Control customer-provided spare parts and purchasing administration to maintain required inventory levels.
Coordinate downtime, system contingency planning, and failure protocols with the customer.
Prepare and submit daily, weekly, monthly, and annual reports on BHS, PBB, and related systems' performance and operational and maintenance status.
Set expectations for site leaders and teams, translate business objectives into individual goals, coach and develop employees, conduct performance reviews, and ensure accountability.
Create and enforce mandatory employee tool lists.
Conduct BHS failure root-cause assessments and ongoing BHS assessments.
Track and administer the BHS parts warranty program.
Partner with Sales to retain and grow the account, identify organic opportunities, develop business cases, and maintain stakeholder relationships.
Prepare commercially sound proposals for scope additions, deletions, and changes, including assumptions, resources, risks, pricing inputs, and implementation plans.
Lead strategic and continuous-improvement plans that improve safety, system availability, maintenance effectiveness, workforce productivity, customer satisfaction, and financial performance; validate benefits and sustain improvements.