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RTC - Manager Service

Date: Dec 31, 2020

Location: Ft Lauderdale, FL, US, 33309

Company: REV Group, Inc.

Additional Locations:  
Requisition ID: 7309

REV Group (NYSE: REVG) is a leading designer, manufacturer and distributor of specialty vehicles and related aftermarket parts and services. REV serves a diversified customer base primarily in the United States through three segments: Fire & Emergency, Commercial and Recreation. REV provides customized vehicle solutions for applications including: essential needs (ambulances, fire apparatus, school buses, mobility vans and municipal transit buses), industrial and commercial (terminal trucks, cut-away buses and street sweepers) and consumer leisure (recreational vehicles (“RVs”) and luxury buses). REV’s brand portfolio consists of 30 well-established principal vehicle brands including many of the most recognizable names within our served markets. Several of REV’s brands pioneered their specialty vehicle product categories and date back more than 50 years.

 

Job Title:  Service Manager

 

Position Summary:

The SOFL Service Manager is primarily responsible for oversight and financial performance of the South Florida Service business unit, as well as, primarily responsible for overseeing and leading a team of direct labor associates in the manufacture and assembly of products, components and parts for custom fire and rescue vehicles date must be able to review financial documents, understand profitable service operations and take a lead in the human resource management of the Rev Technical Center South Florida Service Facility. The candidate must be customer focused with a positive attitude, be an excellent communicator, be experienced in a dynamic heavy truck/automotive service environment, work unsupervised and have a command of general business management.  

 

Responsibilities:

 

  • Manage and oversee the safe, rapid repair and preventive maintenance of fire rescue vehicles within the RTC South Florida area of responsibility.
  • Manage the scheduling of repairs, parts ordering and parts inventory to ensure customer satisfaction.
  • Maintain visibility of week-to-week technician efficiency measurements and report to DO & VP/GM.
  • Daily assignments of hourly production personnel in order to meet schedule commitments and cycle time requirements.  Prioritizes and manages the customer workflow within the department to ensure timely and efficient task completion in accordance with the customer schedule.
  • Accountability for ensuring all quality, regulatory and ISO requirements are met.  Responsible to make sure appropriate actions are taken to meet all requirements, including stopping production if appropriate.  Also responsible for supervising a safe, clean work environment for the Ft. Lauderdale RTC.
  • Responsible for generating billable parts and service revenue of $150k per month at 90 days, $170k per month at 120 days and $200k per month at 150 days.
  • Manage and review open order reports to ensure orders are closed profitably and in a timely manner.
  • Reviews all work within the department to assure technical accuracy of the work meets customer requirements, engineering design expectations as documented in shop orders, engineering prints, bill of material, work instructions and quality documentation.  Assures all workmanship standards are met.
  • Responsible for safety and environmental compliance of the department.  Holds departmental employees accountable for following all OSHA and company policies and regulations.  Actively participates in safety improvement activities.
  • Supervise the RTC to build a cohesive productive Team of service professionals. Continue to learn the business and project a positive team spirit of management with SOFL personnel that motivates the employees and demonstrates focus on a common goal of customer satisfaction, safety, productivity and profitability. 
  • Manage the Human Resources and REV policy compliance of the South Florida RTC operation. Responsible for departmental compliance and enforcement of all company policies and procedures.  Ensures consistent and effective employee relations.  Recommends rewards/recognition as appropriate.  Initiates necessary disciplinary actions as required.
  • Ensure the shop is always safe, clean, neat and orderly so it is a presentable “showplace” for customers.
  • Ensure the open order, parts and work documentation process captures all value earned at the RTC South Florida Service Center.
  • Work with the HR Department to ensure open positions are filled in Service & Parts divisions in compliance with Rev Policies and procedures. 
  • Assist the Director of Operations and VP/GM in working with the RTC Management Team to ensure staffing, financial, sales and strategic goals are met.
  • Responsible and accountable for maintaining accurate and timely attendance records of employees in the department.
  • Spend at least one day per week calling on key customers selling our service and acquiring new customers.
  • Plan and report financials to Business Manager and cycle counts to Parts Supervisor on a daily basis.
  • Maintain and grow a communication platform for internal communications to support operational needs of the Ft. Lauderdale RTC. This will include HR support, IT support technical support and training.
  • Supervise a customer call-back program whereby each customer with vehicles on the property is contacted by you, and internal SOFL personnel on a daily basis to keep the customers informed of the status of their vehicle.
  • Provides technical expertise for problem resolution.  Liaisons with appropriate departments such as Materials, Engineering, Sales Administration, Product Management to determine root cause and corrective actions.
  • Work with Parts personnel to build an inventory of fast turn parts in the Ft. Lauderdale warehouse.
  • Work with shop personnel to assist with building, organizing and supporting the technician team while enhancing administrative skillsets and improving productivity.
  • Work with SOFL Team to establish a customer follow up phone call on each vehicle to survey our customers to determine their level of satisfaction with each job. Assist with ongoing QC program.
  • Manage the facility maintenance, security and operational needs.
  • Assist with development of policies and procedures to continuously improve customer service
  • Assist with development of sales and marketing materials to promote profitable service business
  • Manage the service team and instill a positive attitude among all RTC team employees
  • Ensure employees team-build and support one another to promote a safe, professional image to our customers.

 


Skills:

  • Possess excellent written and oral communication skills.
  • Positive individual that projects a winning attitude to both employees and customers in the face of challenges
  • Possess exceptional drive and ambition to excel in a dynamic fast-paced, customer service environment supporting the Fir-Rescue market.
  • Proficient in Windows Office environment (Word-Excel-PowerPoint)
  • Able to work hours commensurate with customers in the fire-rescue industry
  • Understanding of accounting principles with experience in business management and the interdepartmental relationships of a multi-faceted fire-emergency equipment dealership.
  • Ability to quickly learn new business operating software and procedures in a growing business
  • Able to maintain a safe, clean and orderly work environment.  
  • Exceptional organizational skills  

 

Minimun Requiremnts 

  • Valid FL Driver’s license
  • Valid FL driver’s license – CDL
  • BS/BA in Business Administration/Management (Preferred)
  • Understanding of accounting principles
  • Minimum five years of experience in fire-rescue apparatus dealership (or related) and experience in management of service personnel in fire service industry.
  • Detailed knowledge and experience with manufacturing processes
  • Thorough understanding and application of lean principles and continuous improvement methodologies
  • Excellent communication skills, verbal and written, with demonstrated team building and conflict resolution ability.   Excellent employee and human relations skills.
  • Excellent computer skills.  Ability to learn and use company specific systems.
  • Knowledge, training and experience with regulatory agency requirements such as NFPA, FAA, OSHA required training, Annual RCRA and triennial DOT requirements.

 

POSITION EXPECTATIONS:

 

  1. SAFETY: Follow E-ONE General Health & Safety Rules, ensure safe operating conditions within area of responsibility, and notify coworkers and supervisors of hazardous acts and conditions. Proper use of PPE; use only defect-free equipment. Promote safety in department. Use proper lifting techniques and overhead hoist when needed. Maintain clean and safe working environment in line with 5-S Philosophy. Participate in hazardous communication training and safety meetings.

 

  1. QUALITY: Responsible for the quality of work. This requires defect-free work and understanding of the requirements of the company’s quality system as it pertains to job duties and responsibilities. Must be able to check work to ensure conformance to process control instructions, specifications, and quality standards. Identify and segregate non-conforming product. Identify the need for and assist in initiating and implementing corrective and preventive actions when appropriate.  Follow the 3 Don’ts: 1) Don’t accept poor quality; 2) Don’t make poor quality; 3) Don’t pass poor quality.

 

  1. FLEXIBILITY: Able and willing to work in other areas as needed. Must be flexible in taking lunch and breaks when workflow requires. Willing to work additional hours as necessary.

 

  1. INITIATIVE: Actively participate in continuous improvement of products and processes to better serve customers and improve the overall profitability of E-ONE. Actively seek out work in other areas when current assignment is complete. Make suggestions for improving product quality, processes, safety, and company profitability.  Submit these implemented improvements utilizing our Minor Kaizen process.

 

  1. TEAMWORK: Positive working attitude toward other employees; be a team player. Work with others constructively and abide by company policies and procedures. Working together as a team for continuous improvement is vital to ensure the future of E-ONE and its employees. Teamwork will be required to be effective in daily production assignments as well as special improvement projects.

 

  1. LEAN:  To daily utilize your skills and experience to eliminate waste and continually improve your process.  Additionally, develop your knowledge of Lean through supporting your area in maintaining the highest levels of 5S; utilizing visual management tools that highlight problems and solve those problems for true root cause; participate and support kaizen events; and participating in the Lean Certification and Minor Kaizen programs.

 

  1. CAREER DEVELOPMENT: Attend and participate in a variety of meetings, training programs, and task force groups to integrate activities, communicate issues, obtain approvals, resolve problems, and maintain specific level of knowledge pertaining to changes to equipment or process, new developments, requirements, procedures, and policies. Work towards obtaining your Bronze Lean Certification.

 

  1. LEADERSHIP: Lead the team, provide innovative thought leadership on strategies to grow market share, increase profitability, and meet long-term business goals.

 

  1. ACTION-ORIENTED: Enjoy working hard; is action-oriented and energetic; not fearful of acting with a minimum of planning; seize more opportunities than others.

 

  1. CONFLICT MANAGEMENT: Step up to conflicts, seeing them as opportunities; read situations quickly; good at focused listening; can hammer out tough agreements and settle disputes equitably; can find common ground and get cooperation.

 

  1. DEALING WITH AMBIGUITY: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.

 

  1. DRIVE FOR RESULTS: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

 

PHYSICAL REQUIREMENTS:

 

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

  1. Lift/Push/Pull- Exerting up to 40 pounds of force occasionally and/or up to 20 pounds of force frequently constantly to move objects.
  2. Climbing- Ascending or descending ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.
  3. Stooping- Bending body downward and forward by bending spine at the waist.
  4. Kneeling- Bending legs at knee to come to a rest on knee or knees.
  5. Crouching/Crawling/Reaching - Bending the body downward and forward by bending leg and spine.  Moving about on hands and knees or hands and feet. Extending hand(s) and arm(s) in any direction.
  6. Standing- Particularly for sustained periods of time.
  7. Walking- Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.
  8. The worker is required to have visual acuity to perform an activity such as: operating machines such as lathes, drill presses, power saws and mills where the seeing job is at or within arm’s reach; performing mechanical tasks of a non-repetitive nature such as carpenters, technicians, service people, plumbers, painters, mechanics, etc. The worker is required to have visual acuity to operate motor vehicles or heavy equipment
  9. The worker is subject to hazards: Includes a variety of physical conditions, such as proximity to moving mechanical parts, moving vehicles, electrical current, working on scaffolding and high places, exposure to high heat or exposure to chemicals.

 

Personal Protective Equipment required on production floor:

  • Safety Glasses
  • Steel Toe Shoes
  • Hearing Protections (i.e. Earplugs)
  • Work Gloves

 

 

REV Technical Center provides emergency vehicle solutions, services and parts to help our customers save lives and protect their communities.

REV Group is committed to a policy of equal employment opportunity. The Company conducts all employment practices without regard to race, sex, color, religion, national origin, age, disability, protected veteran's status, pregnancy, genetic information, sexual orientation or any other basis prohibited by law. REV Group also undertakes affirmative action to assure equal employment opportunity for minorities and women, for persons with disabilities, and for protected veterans.

 

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Nearest Major Market: Fort Lauderdale
Nearest Secondary Market: Miami