Service Manager, Leasing

TEC Equipment, Inc. • Oakland, CA

6d • Onsite

About The Position

The Leasing Service Manager is responsible for efficiently and profitably running the Leasing Service Department and building loyal clientele and employees by maintaining the highest standards. This person is an expert at balancing the competing goals of surpassing customer expectations and controlling departmental costs. The person in this position effectively manages all employees in the Leasing Service Department, toward defined goals and plans and organizes the workflow of the service shop for maximum throughput in various ways including work load planning, shop layout updates, procurement and adoption of modern tools and equipment, and eliminating barriers or “bottlenecks.” This person also analyzes service shop data and trends and utilizes a deep understanding of the activity metrics that drive shop efficiency to uncover risks and opportunities in the lease and rental fleet.
The Leasing Service Manager acts as a steward of TEC’s company values: Teamwork, Entrepreneurship, and Customer Focus; and ensure every member of the Service team is delivering a customer experience that ensures TEC Equipment continues to be recognized by customers as their Best Business Partner.

Requirements

• Education and/or experience equivalent to a Bachelor’s Degree in Business, Management, or related field.
• 5+ years of previous management experience required
• Proven experience leading privately held fleet maintenance programs designed to control cost and maximize uptime
• P&L experience
• Strong knowledge of truck repair quality standards
• Strong knowledge and understanding of trucking/leasing industry
• Intermediate knowledge of basic software and applications including Windows, Microsoft Office Suite, etc., and ability to learn new computer programs quickly
• Makes quality decisions and deals with ambiguity effectively.
• Strong business acumen with ability to analyze, prioritize, identify, create, and execute solutions
• Excellent at directing others, developing direct reports and conflict management.
• Demonstrates good composure, patience, and compassion for direct reports and peers.
• Exceptional customer focus, written and oral communication, and interpersonal skills.
• Ability to build effective relationships with external and internal partners
• Ability to work independently and remain detail-oriented and composed under pressure and in a fast-paced environment
• Ability to act as a team player and remain flexible and adaptable

Nice To Haves

• Six Sigma Certifications preferred

Responsibilities

• Manage and take accountability for all day to day operations of Leasing Service Department.
• Coordinate prompt, high quality repairs for our portfolio of rental, lease, and contract maintenance vehicles.
• Ensure the shop meets or exceeds customer requested return date.
• Quickly and accurately communicate with customers for billing events, unplanned service disruption, and problem resolution.
• Visit key customers as necessary to develop relationships that ensure TEC is their best business partner.
• Collaborate with sales team to ensure delivery of current and new customer deliverables.
• Interview, hire, onboard, train, and develop engaged team members with a priority placed on clarity of expectations.
• Take full responsibility to ensure every employee in the department has a clear understanding of how success will be measured at all times, maintaining systems of accountability to measure team members’ performance against set targets on a daily, weekly, and monthly basis.
• Place a visible emphasis on professional development for all employees in the department by determining what motivates each employee, as well as the strengths and weaknesses of each employee.
• Conduct consistent audits of PM inspections and other important repairs for quality and accuracy. When defects are uncovered determine root cause and implement process changes or training activities to improve results.
• Provide coaching, performance management, and disciplinary actions in consultation with internal partners, ensuring compliance with all local, state, and federal employment laws and regulations.
• On a minimum of a monthly basis, analyze the P&L, repair and maintenance data, and telematics data.
• Determine problem areas, identify root cause, and develop solutions that improve service shop performance.
• Develop and implement recommendations that lower the operational cost of equipment.
• Identify under-performing fleets and develop action plans with Leasing Manager to reduce or limit costs.
• Lead an ongoing initiative to shift maintenance and repair events from reactive (i.e. fixing components after they break) to proactive (i.e. addressing component failure before it breaks).
• Demonstrate behaviors that achieve forecast goals and objectives while maintaining a balance of controlling costs and exceeding customer commitments.
• Own the output of key metrics that drive service shop performance such as: PM Currency, PM On-Time Rate, PM Quality, Technician SRT Proficiency, Outside vs Inside repair, Tech to Truck Ratios, Daily Shop throughput, Repeat Repair Trends, Parts Inventory turn rates, and other key metrics that may be developed. Set and surpass appropriate goals for these metrics supported by industry benchmarks.
• Ensure the warranty process is followed for each OEM to maximize repair cost recovery.
• Build and maintain relationships with key vendors for outside maintenance and repairs, towing, tire management, washing, vehicle up-fitting, etc.
• Where applicable, actively manage the mobile service technicians using digital tools such as the business and telematics systems and physical inspections such as ride days and surprise visits.
• Monitor and audit parts procurement process to ensure timely access to necessary parts, limit parts write offs for theft, process gaps, or obsolescence.
• Own the organization of the shop layout encouraging frequent interaction with technicians and the service manager to update and maintain the shop layout. Ensure technicians adhere the shop layout strategy.
• Maintain facilities and equipment in an attractive, appropriate, and safe manner and follow all employment, safety, and environmental regulations as required by the local, state, and federal governing bodies.
• Ensure the service shop(s) are equipped with the proper tooling, diagnostic software, and safety equipment. Make sure the department participates in the appropriate training that support the proper use of all tools, diagnostic software, and safety processes.
• Conduct safety checks to ensure worksites meet company safety guidelines and place a high priority on maintaining a safe work environment at all times.
• Work with all other departments in the branch and TEC as a whole to maximize dealer profitability & ensure impeccable customer service. Prepare for and participate in meetings with management.
• Make decisions and role model behaviors in alignment with TEV Values.

Benefits

• Choice of two comprehensive medical plan options that include prescription drug coverage
• Choice of two dental plans that cover preventative and diagnostic care, basic and major services, and orthodontia for children
• Vision care, discounted hearing exams, and hearing aids
• 401(k) retirement savings plan with company contribution
• Life, accident, and disability insurance
• Employee Assistance Program (EAP)
• Education assistance
• Seven paid holidays, vacation accrual of at least 48 hours per year, and paid sick

What This Job Offers

• Job Type: Full-time
• Career Level: Manager