Operations Manager

Owen Companies•Santa Fe Springs, CA

7d•$90,000 - $105,000•Onsite

About The Position

The Operations Manager is responsible for running an efficient and profitable service department through productive staffing, customer retention, cost controls, achievement of objectives, and maintenance of all service records. Complete all clerical work pertinent to the service department. Ensure that the daily inventory of technicians’ time is consistently sold to service customers.

Requirements

Proven experience managing a branch, store, or dealership environment (equipment, automotive, or related industry preferred); experience managing P&L and interpreting financial statements, budgets, and KPIs.
Proficiency in CRM systems, dealership management software, and Microsoft Office Suite.
In-depth knowledge of service shop operations, parts logistics, and inventory management.
Strong leadership, team-building, and employee development skills.
Strong problem-solving, organizational, and decision-making skills.
Excellent communication, negotiation, and vendor management abilities.
Ability to lift up to 50 lbs and work in a hands-on environment as needed.

Nice To Haves

Familiarity with forestry, tree care, or heavy equipment industries.
Knowledge of OSHA, DOT, and environmental safety standards.
Background in rental fleet operations or fleet asset management.
Ability to create and implement branch-level business plans and growth initiatives.

Responsibilities

Greet incoming service customers for walk around inspection of machine and accurately documenting their complaints, requested repairs and any additional repairs found to be needed at that time.
Delegate and direct service tasks, monitor the progress of all current and pending projects.
Consistently deliver incredible customer service experiences by offering knowledge, advice and answering questions and concerns.
Understand and comply with federal, state and local regulations that affect operations, such as hazardous waste disposal, OSHA Right -to-Know, etc.
Understand and ensure compliance with manufacturer warranty and policy.
Manage and update all invoices, work orders and warranties.
Present estimates to customer and obtain approval.
Order parts (through parts department) and track ETA of all parts.
Updating ETAs in work orders through continued follow up.
Ensure all service parts are pulled through the parts department and added to work orders.
Contact customers with ETA, additional work needed or any extra costs to repair.
Continue communications on a weekly basis until job is complete.
Ensure all shop supplies, freight, sublet services, oil and other consumables are billed on work orders.
File and track warranty claims.
Notify Warranty Administrator that warranty is filed.
Work with service manager to maintain high quality service repairs and minimize comebacks.
Conduct spot checks of completed jobs for thoroughness and quality.
Hire, train, motivate, council and monitor the performance of all service department staff.
Give frequent progress reports to employees to improve satisfaction and efficiency.
Ensure workspaces are safe and clean, at all times.
Prepare estimates to include appropriate parts and labor.
Determine if further repairs are needed.
Review daily time sheets prior to entering.
Help to keep Service Manager organized and focused.
Any other tasks given by management.
Follow all OSHA and company safety standards, and ensure receiving, material handling, rigging, forklift operation, and storage are executed safely.
Enforce hazardous material and contamination control practices, and report unsafe conditions, near misses, and incidents immediately.