Sr Service Manager - Fleet Services

Ryder Supply Chain Solutions • Sharonville, OH

2d • $95,000 - $100,000 • Onsite

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 oversee Operations Managers, Operations Supervisors, Technicians-In-Charge, Customer Service Coordinators, Parts Responsible Persons, and administrative staff. It leads through delegation and effective team management to meet business objectives and labor requirements, satisfy customer needs, and balance financial targets. The position manages location performance against comprehensive 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 role oversees maintenance operations, labor planning, staffing, customer relationships, location budgets and financial performance, assets, parts inventory, quality, and safety. It includes strategic workforce and workflow optimization, execution of training and quality plans, customer retention and uptime, financial controls and warranty recovery, and compliance with applicable safety, environmental, regulatory, and customer requirements. The position is based at the Sharonville, Ohio shop, with 1–10% travel. It is salaried, with a listed pay range of $95,000–$100,000, and may be eligible 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 strategic labor, financial, quality, operating, safety, and asset processes and related metrics.
• Personal accountability and a proven track record of achieving desired results.
• Strong verbal and written communication skills.
• Demonstrated commitment to workplace safety, quality execution, and customer service, evidenced by prior experience and performance.
• Ability to build strong customer relationships and demonstrate a customer-service focus.
• Demonstrated workflow analysis and management skills.
• Problem-solving ability, including independently resolving complex operational problems in a timely manner.
• 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 build and maintain professional relationships at all organizational levels, including peers, work groups, customers, and supervisors.
• Ability to work independently and as part of a team.
• Flexibility and self-direction to excel in a fast-paced environment.
• Ability to multitask; strong organization and time-management skills.
• Attention to detail and excellent 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.

Responsibilities

• Oversee work analysis, vehicle planning and scheduling, work assignments to technicians, productivity tracking, shift and shop meetings, and repair order review and approval.
• Plan labor strategically by evaluating incoming work, allocating resources, balancing shift schedules, establishing operating hours, and level-loading workloads to improve efficiency and productivity.
• Optimize shop labor, the mix of straight time, overtime, and outside repair, and shift patterns to match qualified technician hours with equipment availability and customer operating hours.
• Oversee execution of the Workflow Management process.
• Lead, train, develop, and oversee the assigned management team and technicians; manage performance and execute technical training plans with the Field Training Team.
• Prioritize the TOPS plan based on breakdown, rework, and running cost trends; recommend staffing changes as business needs evolve.
• Manage recruiting, hiring, onboarding, payroll, and succession planning for assigned personnel.
• Manage customer relationships, resolve issues, support customer satisfaction and retention, and ensure vehicle uptime.
• Optimize vehicle maintenance cycle time and ensure delivery within promised timeframes based on customer requirements; oversee execution of the Customer Communication Protocol and Maintenance Promise.
• Partner with Sales to scope prospective business, identify growth opportunities among existing customers, develop service requirements for Customer Care Plans, and conduct required customer visits and annual reviews.
• Develop and manage maintenance operations budgets and location P&L, implement cost controls, execute maintenance initiatives, and optimize net maintenance cost per unit.
• Work with vendor sourcing to identify potential and preferred vendors; verify third-party invoices and outsourced work quality.
• Oversee payroll, purchase order approvals, invoice reconciliation, fuel reconciliation, customer bill-backs, re-billable activity documentation, warranty processes, and warranty recovery.
• Maintain data integrity in the Shop Management Online system.
• Direct the management team in maintaining assigned locations and 6S shop standards; execute asset management initiatives and prepare capital expenditure business cases.
• Prioritize and approve shop tooling and equipment needs; oversee vehicle specifications and vehicle in-service/out-service processes, asset management reviews, SAM specifications, and parts inventory policies and procedures.
• Plan for operational quality issues and develop corrective actions and countermeasures; oversee or conduct quality inspections of preventive maintenance and repairs and in-process reviews of non-PM work.
• Monitor shop-floor activity to promote accurate root-cause diagnosis and effective parts and component yield; ensure mandatory shop-level compliance items and quality metrics are met.
• Lead breakdown root-cause analysis, implement corrective actions, communicate issues to the Technical Assistance Center when needed, and develop and implement quality audit corrective action plans and continuous improvement programs.
• Ensure a safe workplace and provide guidance on safety initiatives; ensure cleanliness and repair quality for maintained vehicles.
• Maintain required documentation and comply with safety, EPA, local, state, federal, and customer requirements.
• Perform other duties as assigned.

Benefits

• Medical, prescription, dental, and vision insurance options.
• Life insurance and disability insurance options.
• Paid time off for vacation, illness, bereavement, family, and parental leave.
• Tax-advantaged 401(k) retirement savings plan.
• 401(k) employer match.
• Discount on shares.
• Potential eligibility for an annual bonus, commission, and/or long-term incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED