Road Service Manager

Summary

The Road Service Manager is responsible for overseeing the operations of the ATS Road Service Call Center. Managing and coordinating the activities of employees, and guiding quality, efficiency, and productivity efforts in a 365/24/7 deadline-driven, fast-paced, ever-changing dynamic work environment. This role supports and strengthens relationships with drivers to effectively achieve performance, safety, retention, and service needs by company and department quality, utilization, and profit objectives.

• 1.Bachelor's degree (B.A.);or 5+ years related experience and/or training; or equivalent combination of education and experience in the transportation industry.
• 2.3 years of managerial experience required.
• 3.Direct experience in the commercial motor vehicle (CMV) heavy duty diesel Parts & Service retail repair business and/or fleet maintenance.
• 4.Highly experienced with Original Equipment Manufacturer (OEM) warranty claims administration and process.
• 5.Firm understanding of FMCSA 49 CFR Part 396 regulations (inspection, repair, and maintenance).
• 6.Strong interpersonal skills; able to establish trust and rapport with all levels of staff. Able to relate effectively to diverse cultures.
• 7.Excellent organizational skills and ability to manage and prioritize workload in a fast-paced environment.
• 8.Experience in team building and collaboration with business leaders, third parties, and internal staff.
• 9.Outstanding coordination, facilitation, consultation, and conflict resolution skills.
• 10.Able to foster a culture of transparency and a sense of purpose among the team and create clear accountabilities and metrics using positive and collaborative methods.
• 11.Strong employee performance management, training and coaching, recognition, and reward skills.
• 12.Able to maintain a high level of confidentiality.
• 13.Must demonstrate a proactive commitment to ATS corporate values and the success of all staff.
• 14.Proficient in Microsoft Office (Word, Excel, and Outlook) required.
• 15.Excellent communication skills (written, listening and verbal).
• 16.Willing and able to travel infrequently, including overnight travel.

• 1.Lead the team of Fleet Maintenance Advisors by managing all outside breakdown calls, repairs, and major accident events.
• 2.Plan and manage staff activities, assigning responsibilities to support optimal workflow and performance.
• 3.Direct and train employees through the best course of action based on the severity of an event.
• 4.Collaborate with ATS customers and vendors, as well as internal departments to work through accident recovery, minimize downtime, and ensure timely repairs.
• 5.Review and approve high-value and/or major repair estimates to ensure suggested repairs meet acceptable industry standards and that all applicable manufacturer warranties have been applied.
• 6.Acts as a mediator between the customers and Fleet Maintenance Advisors, when necessary, to ensure professional, courteous service is being always given.
• 7.Maintain department Profits and Losses (P&L), monitoring outside repair expenditures, and making recommendations for efficiencies.
• 8.Review and process all vendor invoices for accuracy and training of staff.
• 9.Monitor the entire Fleet for preventative maintenance and Department of Transportation (Use the "Apply for this Job" box below). Provide Key Performance Indicators (KPI) reporting on all completed preventative maintenance.
• 10.Maintain and foster current partnerships with outside vendors, and facilitate the search, approval, and set-up of new vendors.
• 11.Continuously seek to improve quality, efficiency, and productivity standards by creating, modernizing, and/or revising processes, tools, and resources, (i.e., forms, procedures, technologies, and strategies).
• 12.Ensure effective problem management processes are in place and followed to identify root causes and prevent reoccurring problems.
• 13.Lead and manage staff, financial resources, key projects, and operational processes to ensure seamless and high-performing team support.
• 14.Develop strong working relationships with others throughout the entire organization; utilizing partnerships to help each area succeed and maximize ATS results.
• 15.Provide effective employee performance management utilizing SMART goals, constructive feedback, coaching for improvement, and progressive discipline.
• 16.Partner with Human Resources in recruiting, interviewing, selection, onboarding, and training of new employees to create a positive candidate experience.
• 17.Demonstrates, by their daily actions, ATS Mission, Vision, and Values in a consistent, effective, and reliable manner.
• 18.Support ATS' culture by aligning actions, behaviors, performance, and decisions in accordance with the Company's values as set forth in our All-Employee Competencies.
• 19.Carry out managerial and leadership responsibilities in accordance with ATS' policies and applicable laws.
• 20.Perform key All-Manager Responsibilities;
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