Fixed Operations Manager
Description
As a Fixed Operations Manager your essential job functions include:
Leadership (30%)
- Create a positive and productive working environment consistent with Dent Wizard’s core values
- Lead, coach and develop team to drive productivity and retention
- Drive a culture of coaching through on the job engagement and formalized training to support technician engagement and retention
- Ensure delivery of five-star service by developing schedules, assigning and monitoring work, implementing productivity and quality standards, resolving operations problems, and implementing SOPs
- Provide timely feedback to manager regarding, competitive pressures, customer feedback and the engagement of staff
- Participate in field town hall communications
Customer Engagement (30%)
- Ensure fulfillment of services meets customer expectations
- Develop strong customer relationships, deliver five-star customer service and participate in Quarterly Business Reviews (QBR)
- Maintain knowledge of customer pricing and service expectations.
- Expediently address customer, operational, and performance concerns.
- Identify and implement value-added customer solutions
Driving Performance (20%)
- Drive talent selection and hiring for area roles needed
- Deliver operating performance in terms of LSR, Employee Engagement and Retention
- Drive operational efficiencies, understand and implement standard operating procedures, and effective cost reductions without damage to five-star service expectations.
- Address day-to-day operational issues, ensure maintenance of customer sites and perform QC
- Coordinate supplies and parts ordering management
Administration (20%)
- Coordinate supplies and parts ordering management
- Troubleshoot most critical operational issues
- Maintain clean, organized work areas that meet DW’s compliance (EHS) standards
- Support and adhere to DW’s policies and procedures on ethics standards and commitments
- Ensure effective invoicing processes are implemented and maintained
Other Duties as Assigned
Competencies Required
- Lead and coach technicians
- Results Orientation
- Systems Thinking / Process Improvement
- Agility
- Initiative
- Influence
- Customer Focus
- Apply Knowledge
Position Requirements
- Proven ability to manage, coach, and lead others.
- 3 years proven operations experience in a similar type of environment.
- Auto and reconditioning industry experience preferred.
Physical Job Requirements
- Continuous viewing from and inputting data to a computer screen.
- Travel as necessary (up to 20%).