Operations Supervisor

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The Operations Supervisor assists the Operations Manager I and II and/or Sr. Operations Manager I and II managing 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 in order to be able 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, communicating with customers, and assigning work to technicians. 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, as well as ensuring vehicle uptime. Manages customer communication protocol as it pertains to PM scheduling & follow‑up, breakdowns and vehicle status updates. Conducts customer visits as required by the Customer Care Plan.
• Asset Management:
  Directs direct reports in maintaining the appearance and maintenance of 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. Assists in ensuring all vehicles have required specifications in SAM. Responsible for parts inventory management, policies and procedures.
• Quality Management:
  Responsible for quality inspections of PM & repairs, performing in‑process reviews of non‑PM work, breakdown root‑cause analysis, implementing corrective actions locally and communicating 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 on breakdown, rework and running cost trends.
  
  Maintains control/visibility over shop floor activities to ensure proper root‑cause diagnosis by technicians and that yield on all parts/components is optimized. Assists in the development and implementation of quality assurance audit corrective action plans and continuous improvement programs. Ensures employee compliance with safety and EPA regulations and requirements.
• Financial Management:
  Ensures shift/shop delivers against net maintenance cost per unit objectives without sacrificing quality, safety or customer satisfaction. Manages cost control measures related to maintenance operations budget and location P&L statement. Executes maintenance initiatives to achieve specified financial targets. Manages payroll, purchase order approval, invoice and fuel reconciliation. Oversees customer bill‑back process including identification, review and…