Operations Supervisor

Summary

The Operations Supervisor assists the Operations Manager I and II and/or Sr. Operations Manager I and II manage the operations and personnel for a shift of a particular location. The Operations Supervisor may have supervisory duties of employees on a shift, including but not limited to:
Technicians-In
· Charge, Customer Service Coordinators, Technicians, and Service Employees. The Operations Supervisor must be able to accomplish results and ensure business objectives and labor requirements are met. The Operations Supervisor is responsible for ensuring the customers' needs are being met while balancing financial, operating, quality, safety and asset targets against the requirements of the business. This position is responsible for the management of the location performance against metrics to meet and/or exceed assigned objectives.

The Operations Supervisor should be cross‑functionally trained to back up others within the shop. As with all FMS Shop positions, the SS is responsible for adhering to all Ryder Maintenance Operations policies and procedures. This may also be a development position to prepare incumbents for the Operations Manager role.

• Workflow Management:
  Responsible for work analysis, planning and scheduling, scheduling and assigning work to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval. Ensures all warranty policies and procedures are executed. Responsible for triage of unscheduled customer drive‑ins, and for communicating with customers and assigning work to technicians as appropriate. Responsible for conducting yard checks to ensure proper work scheduling and prioritization.
• Labor Management:
  Provides management, training and development of all personnel assigned; responsible for performance management of all assigned personnel.
• Customer Management:
  Responsible for customer relationship management to include issue resolutions, customer satisfaction and retention, and ensuring vehicle uptime. Responsible for customer communication protocol as it pertains to PM scheduling & follow‑up, breakdowns and vehicle status updates. Conduct customer visits as required by the Customer Care Plan.
• Asset Management:
  Directs direct reports in maintaining the appearance and maintenance of the assigned location, including sustaining 65 standards in all relevant shop areas of responsibility. Evaluates needs and makes recommendations for shop tooling and equipment requirements. Assists in the management and oversight of vehicle specifications and vehicle in‑service/out‑service process. Ensures all vehicles have required specifications in SAM. Responsible for parts inventory management, policies and procedures.
• Quality Management:
  Responsible for quality inspections of PM & repairs, and performing in‑process reviews of non‑PM work. Performs breakdown root cause analysis, implements corrective actions locally, and when necessary, communicates issues to Technical Assistance Center. Ensures cleanliness and quality of repair for all maintained vehicles. Works with Service Manager to ensure all technicians are properly trained and qualified, and TOPS plan is prioritized based upon Breakdown, Rework and Running Cost trends.
  
  Maintains control and visibility over shop floor activities to ensure proper root cause diagnosis by technicians and that the yield on all parts/components is optimized. Assists in the development and implementation of Quality Assurance Audit Corrective Action plans and Continuous Improvement programs. Is accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal, as well as customer requirements.
  
  Ensures employee compliance with safety and EPA regulations and requirements.
• Financial Management:
  Responsible for ensuring shift/shop delivers against Net Maintenance Cost per Unit objectives without sacrificing quality, safety or customer satisfaction. Responsible for cost‑control measures related to maintenance operations budget and location P&L statement to meet financial objectives. Responsible for successful execution of Maintenance Initiatives to attain…