Summary
the director of road service and outside maintenance is responsible for all maintenance activity outside the company shop network. This includes responsibility for a road service department of 30 people handling driver and vendor calls for outside maintenance. The position is also responsible to find vendor solutions to support dedicated operations not near a company maintenance facility. This is an extremely impactful position in the maintenance department responsible for over 50% of the maintenance budget, currently about $30 million. This person is responsible for leading a team that focuses on maximizing equipment availability while minimizing overall cost. This person must use excellent vendor management and negotiating techniques and always look for process improvement opportunities internally and externally. The director of road service and outside maintenance interacts with all the operating divisions and many support departments to successfully support the business.
position responsibilities
* the position will manage outside maintenance to ensure maximum equipment availability while minimizing cost and ensure excellent customer service to our drivers.
* deal with multiple issues at once
* conflict resolution including drivers, other support departments, vendors, etc.
* handle urgent situations in a professional manner.
* this job is highly demanding and requires patience and professionalism.
* manage a team of 30 people in a call center environment to deliver maximum equipment availability, minimal cost, and excellent customer service to drivers. This includes interviewing for hire, coaching, determining standards, conducting performance appraisals and all areas of performance management including termination.
* work closing with operating divisions and support departments
* work closely with maintenance department leadership to support the preventative maintenance program, warranty program, and campaigns and recalls.
* identify ways to improve processes in order to maximize company value.
essential job requirements may include, but not limited to
* work closely with the operating divisions to support their maintenance needs.
* work closely with support departments to work through accident processes, vendor bill payment, and safety and training needs.
* work with vendors to provide superior service to the business at the lowest possible cost
* keep company leadership informed of project priorities and any issues that may require their attention.
* work with other department leaders to establish goals, align priorities and define departmental processes.
* focus on development of personnel to improve their skills
* must manage time effectively with minimum supervision, working in an efficient manner while performing tasks with varying time requirements.
* practice and observe safety rules and regulations and encourage others to do so at all times
* always conduct yourself in a manner that reflects a positive, professional image. Must maintain a professional appearance in accordance with dress code policies
* treat each individual with care, dignity, fairness, respect and recognition
* work productively and collaboratively with direct supervisor and peers.
* display and encourage teamwork and willingness to be a problem solver. Provide excellent customer service.
* adhere to all policies and procedures as set forth by the company and ensure that all employees are knowledgeable of and adhere to all standards set for by the company.
* must be able to work with office equipment, utilizing computers for majority of tasks.
job qualifications may include, but not limited to
* ability to work with office equipment, utilizing computers for a majority of tasks and must be familiar with microsoft office suite of programs.
* excellent organizational skills
* accuracy and attention to detail
* ability to adapt to changing environment
* proficient with excel and other reporting capabilities.
* excellent inter-personal skills with drivers, other personnel, customers, and management.
* excellent communication skills, both oral and written.
physical requirements
* capable of hearing, with our without correction, sufficiently to perceive normal speaking levels and receive detailed information through oral communication in order to facilitate meetings and work with internal customers and stakeholders by telephone and in person.
· capable of sitting at a desk for extended periods of time and working with computer equipment.
· capable of speaking, writing, and reading english well and possessing a good command of the language so that various types of communications may be conducted in english with people of various levels of education and capabilities.
· capable of visual acuity, with or without correction, sufficient to prepare and analyze data and figures, view a computer terminal, and read extensively.
education and experience
* 4 year degree or business-related field and commensurate work-related experience.
* mechanical and technical knowledge.
* transportation industry experience.
* proficient with microsoft office suite
* broad understanding transportation processes and standards
* experience in trucking operations or driver management a strong plus
* experience managing a team of people, preferably in a call center environment
* transportation or logistics industry experience preferred.
* high school diploma or ged required.
working environment and conditions
* must have the ability to work on more than one assignment at a time with frequent interruptions, changes and/or delays.
* must be able to remain focused and work effectively, efficiently, and cheerfully under such circumstances.
* must be able to handle incoming requests for assistance via phone and in person while working on other tasks.
* must remain professional in light of challenging situations that may occur in the location.
* occasional travel by air or car.
important notices
this is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. while this is intended to be an accurate reflection of the current job, management reserves the right to revise the job when circumstances change; i.e., emergencies, rush jobs, changes in personnel, workload, technological developments, etc. reasonable accommodations will be considered and provided as available and appropriate for non-essential job functions.