Sr Service Manager

Ryder Supply Chain Solutions•Allentown, PA

About The Position

The Senior Manager Operations II manages operations and personnel for approximately 601 or more equivalent truck units across one or more locations. The role may lead Operations Managers, Operations Supervisors, Technicians-In-Charge, Customer Service Coordinators, Parts Responsible Persons, and administrative staff. This manager delegates effectively and leads the team to meet business objectives and labor requirements while balancing customer needs with financial targets. The position manages location performance against metrics and ensures compliance with company processes, Standard Operating Procedures, and Standard Repair Practices, as well as Ryder Maintenance Operations policies and procedures. It may also serve as a development position for Maintenance Manager or Manager of Quality Assurance roles. The position oversees shop operations, labor planning, workforce management, customer relationships, budgets and financial performance, shop assets, parts inventory, and quality and safety programs. It is responsible for ensuring timely vehicle maintenance, customer satisfaction, accurate financial and maintenance records, regulatory compliance, and continuous improvement. The role is based at the Allentown, Pennsylvania shop and requires 1–10% travel. The position is salaried, with a stated pay range of $90,000 to $90,000 and possible eligibility for an annual bonus, commission, and/or long-term incentive plan.

Requirements

High school diploma or GED.
At least 3 years of supervisory experience.
At least 4 years of experience in an operations environment or demonstrated success in a Ryder role.
Experience with strategic labor, financial, operating, quality, safety, and asset processes and related metrics.
Ability to optimize complex operational processes and related metrics.
Personal accountability and a demonstrated record of achieving results.
Strong verbal and written communication skills.
Demonstrated commitment to workplace safety, quality execution, and customer service.
Ability to build strong customer relationships and resolve critical customer issues, including for large key accounts.
Demonstrated workflow analysis and management skills.
Ability to independently solve complex operational problems in a timely manner.
Ability to lead, train, and develop a self-directed management workforce, including through effective delegation.
Ability to build and maintain professional relationships across organizational levels.
Ability to work independently and as part of a team in a fast-paced environment.
Strong multitasking, organization, and time-management skills.
Attention to detail and effective follow-up practices.

Nice To Haves

Associate's or bachelor's degree.
Intermediate experience using Microsoft Word and Excel.
Experience with fleet management software.
Maintenance and technical experience in a shop environment.
Ability to use reporting systems to obtain data for analysis and decision-making.

Responsibilities

Oversee work analysis, vehicle planning and scheduling, technician assignments, productivity, shift and shop meetings, repair order review and approval, and workflow management.
Plan labor strategically by evaluating incoming work, allocating resources, balancing shift schedules, establishing operating hours, and level-loading workload to maximize efficiency and productivity.
Optimize shop labor, the mix of straight time, overtime and outside repair, and shift patterns to align qualified technician hours and equipment availability with customer operating hours.
Lead, train, develop, and manage assigned operations personnel; oversee performance management, technical training plans, staffing recommendations, recruiting, hiring, onboarding, payroll, and succession planning.
Manage customer relationships, resolve issues, support customer satisfaction and retention, and ensure vehicle uptime and maintenance cycle-time objectives are met.
Oversee customer communications and maintenance service delivery; partner with Sales on prospective business, existing-account growth, Customer Care Plans, customer visits, and annual reviews.
Develop and manage budgets, cost controls, and the location profit and loss statement; execute maintenance initiatives and meet financial targets, including net maintenance cost per unit.
Manage vendor selection and performance, third-party invoice accuracy, payroll and purchase order exceptions, invoice and fuel reconciliation, customer bill-backs, warranty processes, and Shop Management Online data integrity.
Maintain shop appearance and 6S standards; execute asset-management initiatives, prepare capital expenditure business cases, approve tooling and equipment needs, and oversee vehicle specifications, in-service/out-service processes, and parts inventory.
Plan for and oversee quality inspections and in-process reviews; monitor shop-floor work, root-cause diagnosis, parts and component yield, quality metrics, and required documentation.
Lead breakdown root-cause analysis and corrective actions; implement quality audit corrective-action plans and continuous-improvement programs.
Ensure a safe workplace, vehicle repair cleanliness and quality, and compliance with applicable safety, EPA, local, state, federal, and customer requirements.
Perform other duties as assigned.