Service Center General Manager

Job Description

Under the general guidance of the District Service Manager, the Service Center General Manager will lead a team of people operating in a Service Center I (large centers with 30+ employees, including Lab Pack and/or HHW and/or onsite Technical Services teams) to drive operational strategies that align with the company’s culture and long-term goals to exceed our customers’ expectations. The Service Center General Manager will provide direct oversight to full warehouse and outbound loading capabilities at the Service Center I.

This individual will manage the P&L for the service center including revenue growth, budget, and profit growth. They will also be responsible for driving superior customer satisfaction with adherence to customer SLAs and KPIs, as well as account retention, at their service center. They will ensure the location meets or exceeds environmental health, safety, and regulatory compliance, DOT regulations, production, and waste management goals.

The Service Center General Manager should have working knowledge of equipment types including box trucks, vans, roll-offs, and tankers. The Service Center General Manager should have an understanding of logistics, planning, and exceeding customers’ expectations.

The main duties and responsibilities.

• Provide support to the service center by coaching and developing managers and/or supervisors and employees within their service center through continuous coaching and feedback on performance, and conduct performance appraisals for their direct reports, ensuring alignment with company goals and regulatory requirements.
• Makes recommendations on salary adjustments, promotions, transfers, and dismissals within their service center in partnership with their District Service Manager and HR Business Partner.
• Participate in the recruitment and hiring of service center employees and drivers.
• Conducts regular meetings to keep their teams informed of current issues and events, procedural/operational changes, and new developments in the department and Company.
• Accountable to provide on-the-job training and instruction to ensure training compliance.
• Provide technical support to field staff and managers, assist in the content development and deployment of technical training.
• As a continual learner, stay updated on regulations and industry developments.

• Promotes Safety and Security initiatives across the entire team at their service center.
• Enforces and monitors safety rules and practices to ensure a safe and healthy work environmental for all employees.
• Reports and responds to service center incidents; identifies the cause when accidents or incidents occur, reviews and amends procedures as necessary and communicates finding to employees and management as needed.
• Ensures all employees are knowledgeable about any potential or known hazards and takes all necessary precautions. Conducts crew Safety Meetings.
• Provides and maintains compliance with personal protective equipment for their employees.
• Communicates and Trains safety protocols and compliance measures to ensure operational efficiency and regulatory adherence at their service center.

• Supports sales department at their service center in the onboarding of new accounts with responses to inquiries.
• Collaborates with commercial to maintain and monitor existing customer relationships within their service center.
• Drives superior customer satisfaction through team performance with adherence to customer SLAs and KPIs at their service center.
• Will act with urgency to resolve customer issues to maintain high service level and grow the business at their service center.

• Communicates continual improvement of productivity standards and team member safety in all phases of the operation in accordance with financial goals at their service center.

• Responsible for route management processes within their service center, ensuring alignment with company goals and safety and regulatory requirements, including LTL, Bulk/FTL, pre-service, and post-service execution.
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