Director Of Service Operations

The major duties & responsibilities include, but are not limited to the following:

• Cultivate an environment that promotes individual growth and personal development.
• Establish service policies and procedures that are consistent across all locations and shops, efficient, profitable, and continually improving customer experience.
• Oversee all Service Operations and managers within assigned footprint.
• Ensure growth and profitability in all shops through policy, procedures and continual process improvement.
• Develop and lead a service marketing program that will lead to more customers, faster service and higher quality.
• Administer and oversee customer disputes and litigations. Take the lead on communicating service disruptions and feedback issues.
• Partner with the corporate trainer to ensure all technicians maintain and add certifications needed for growth, and needed to meet client needs. Partner to schedule training and development opportunities.
• Review and administer branch financial operating plans, track and calculate financial performance, and oversee efficiencies.
• Implement factory service initiatives to improve on quality, safety, timeliness and profitability.
• Build relationships and confidence in the service team. Ensure each member has been sufficiently provided the tools, information and training needed to meet the goals of the service department.
• Communicate expectations between customers, management and the departments. Outline processes, set realistic expectations for all parties and ensure we are meeting those expectations. Provide a plan for correcting and improving any unmet goals.
• Ensure repair quotes meet our company goals, customer expectations and market comparisons. Provide detail on quotes.
• Take the lead in addressing customer complaints, service disruptions, quality issues, or any other matter that could cause a disruption in operations.
• Set planned processes to complete repairs, documentation for each job and be able to provide analytics to show efficiencies and performance.
• Oversee all Service Managers to ensure each shop is meeting company goals and expectations, that each shop has followed consistent measures on all business matters and that all managers are equipped with the tools and training needed to be successful.
• Conduct performance reviews on Service Managers, and assist managers on reviews for other service employees.
• Partner with leadership to build and maintain a culture of excellence, providing clients with leading industry service and results.
• Provide President with data, details and information needed to assess over all performance, as well as working to improve in all areas.
• Other duties as assigned.

Relevant management experience in commercial truck service or equivalency