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Sr. Operations Manager - Fleet Maintenance

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Ryder SystemSpokane, WA
  • If you are a current employee at Ryder (not a Contractor or temporary employee through a staffing agency), please click here ( to log in to Workday to apply using the internal application process.
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  • You are the driving force behind our company.
  • Start your career with Ryder today!
  • Ryder is currently hiring a Sr. Service Manager in Spokane, WA
  • Great Place to Learn, Gain Experience, and Grow
  • For over 85 years, Ryder has provided customers around the world with integrated transportation, logistics, and supply chain management solutions that enhance the way they do business.
  • Building and maintaining a fleet takes time, resources, and expertise few companies can spare.
  • Generous Paid Time Off!
  • Free Job training and development!
  • Career advancement strategies that will help you secure your future!
  • We are a fortune 500 company with 800+ locations and 36,000 employees across the US!
  • Employee satisfaction is part of our culture.
  • Apply today and see why a job with Ryder is what youve been looking for.
  • Call us or go online to apply for one of our awesome opportunities.
  • The Senior Manager Service I (Sr SM I) manages the operations and personnel for approximately 371- 600 equivalent truck units comprised of one or more locations.
  • May have Service Managers, Shift Supervisors, Technicians-In-Charge, Customer Service Coordinators, Parts Responsible Persons, and Administrative Assistance to support the needs of assigned location.
  • The Sr. Service Manager must be able to accomplish results through the effective delegation of work and responsibilities, thus ensuring business objectives and labor requirements are met.
  • Sr. Service Manager is responsible for ensuring that financial requirements are being met while balancing the needs of the customers against the requirements of the business.
  • This position is responsible for the management of location(s) performance against comprehensive metrics to meet and/or exceed assigned objectives.
  • This position is also responsible for ensuring that the location is in compliance with and properly executing all key company processes, Standard Operating Procedures and Standard Repair Practices.
  • As with all FMS Shop positions, the SSMI is responsible for adhering to all Ryder Maintenance Operations policies and procedures.
  • This may also be a development position to prepare incumbents for the Sr. Service Manager II, Maintenance Manager or Manager Quality Assurance roles.
  • Operations Management:Responsible for the oversight of work analysis, vehicle planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval.
  • Directly involved in strategic Labor Planning by evaluating incoming work and allocating resources, balancing shift schedules, establishing operating hours, and level loading work load to maximize efficiency and productivity.
  • Responsible for optimizing labor at the shop, and ensuring the optimal mix of straight time, O/T and Outside Repair.
  • Responsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of equipment based upon customer operating hours.
  • Oversee the execution of the Workflow Management process
  • Labor ManagementProvides leadership, training and development to a management team assigned to the branch(es) to include the Service Manager, Shift Supervisors, Technicians In Charge and Customer Service Coordinators.
  • Responsible for Performance Management of all assigned personnel.
  • Responsible for successful development and execution of the Technical Training Plan in coordination with the Field Training Team. Ensure TOPS plan is prioritized based upon Breakdown, Rework and Running Cost trends.
  • Evaluates and makes recommendations for future staffing based on changes to the business environment.
  • Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning
  • Customer Management:Directly responsible for customer relationship management to include issue resolutions, customer satisfaction, and retention, as well as ensuring uptime.
  • Responsible for optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds Delivered in Time Promised objectives based upon customer requirements.
  • Oversight to ensure successful execution of the Customer Communication Protocol.
  • Partner with the Sales Team to ensure proper scoping of prospective new business opportunities and identify opportunities for growth within existing customer base.
  • Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure effective delivery of service.
  • Conduct customer visits and Annual Reviews as required by the Customer Care Plan
  • Financial Management:Directly involved in strategic financial planning by developing budgetary forecasts and implementing cost control measures related to maintenance operations budget and location P&L statement to meet short and long term financial goals.
  • Directly responsible for successful execution of Maintenance Initiatives to attain or exceed specified financial targets.
  • Work with vendor sourcing group to identify potential and preferred vendors for specific facilities and vehicle maintenance services.
  • Responsible for ensuring accuracy of third party invoices and the quality of worked outsourced to vendors.
  • Oversight and exception management of Payroll, Purchase Order approval and invoice reconciliation, and fuel reconciliation.
  • Responsible for the successful execution of the customer bill back process to include identification, review and approval of bill back opportunities.
  • Responsible for ensuring proper documentation and explanation/ reporting of re-billable activity.
  • Responsible for the successful execution of the Warranty process and maximizing warranty recovery.
  • Ensure data integrity in the Shop Management Online system.
  • Asset Management:Directs his/her management team in order to maintain the appearance and maintenance of assigned locations, including sustaining 6S standards throughout the shop.
  • Prioritize and approve shop tooling and equipment requirements based on needs and scope.
  • Management and oversight of vehicle specifications and vehicle in-service/out-service process.
  • Provide expert insight during business unit asset management review.
  • Ensure all vehicles have required specifications in SAM.Oversight of Parts Inventory management, policies and procedures
  • Quality Management:Involved in strategic quality planning by developing corrective action and counter measures to operational quality issues.
  • Oversight of Quality Inspection of PM & repairs, including In Process Reviews of non-PM work
  • Maintain control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimized.
  • Lead breakdown root cause analysis process, implement corrective actions locally, and when necessary, communicate issues to Technical Assistance Center.
  • Develop and ensure implementation of Quality Assurance Audit Corrective Action plans and Continuous Improvement programs.
  • Responsible for ensuring a safe workplace and providing guidance for all safety efforts and initiatives.
  • Ensure Cleanliness and quality of repair for all maintained vehicles.
  • Accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, as well as customer requirementsComply with Safety and EPA regulations and requirements
  • Performs other duties as assigned.
  • Skills and Abilities
  • Strong sense of personal accountability and a proven track record of achieving desired results
  • Strong verbal and written communication skills
  • Ability to work with reporting systems to pull data for analysis and decision making (preferred)
  • Demonstrated commitment to a safe work environment, quality execution and customer service as evidenced by previous experience and performance track record
  • Ability to build strong customer relationships
  • Demonstrated customer service focus, work flow analysis and management skills
  • Demonstrates problem solving skills
  • Solves complex operational problems with assistance
  • Resolves critical customer issues with minimal assistance
  • Able to lead, train and develop a self-directed workforce, including effective delegation skills and ability to manage assigned responsibilities
  • Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors)
  • Ability to work independently and as a member of a team
  • Flexibility to operate and self-driven to excel in a fast-paced environment
  • Capable of multi-tasking, highly organized, with excellent time management skills
  • Detail oriented with excellent follow-up practices
  • Understanding of complex strategic labor, financial, operating, quality, safety and asset processes and related metrics advanced required
  • Competent in basic computer skills and in a Microsoft Office environment advanced required
  • Knowledge of shop management systems intermediate preferred
  • Bachelor's degree required Business or Engineering preferred or more than 6 years experience in a maintenance operations environment
  • Three (3) years or more Management experience required
  • Safety Sensitive Non-Regulated Tech
  • DOT Regulated: None
  • Our people are passionate about what they do, the product they sell, and the customers they serve.
  • If you're looking for an opportunity to be an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you.
  • Job Category: Maintenance
  • Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.
  • All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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