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Primary Function
The Regional Operations Director, is responsible for the strategic direction, leadership, and profitable management of Lift Systems product support, parts and service, delivered through the Virgina region's local branches. The role ensures efficient, profitable parts, service, and rental sales and operations while maximizing sales revenue, gross-profit margins, and achieving operating-income goals and performance benchmarks. It combines long-range strategic planning with hands-on regional execution and drives ease of doing business and customer-relations activities that enhance continued service utilization and support total machine sales throughout the Company. 

Ideal work office location would be Chesapeake, VA, Richmond, VA, and/or Roanoke, VA.

Essential Duties

Strategy & Business Planning 

• Develop the company's strategy for current and new product and services offerings to ensure achievement of business-unit revenue and profitability goals 
• Shape and drive the long-range product-support strategy for Lift Systems parts and service to meet corporate growth goals 
• Partner across the business and with the leadership team to formulate long-range product planning, business plans, and strategic initiatives, including new service approaches that increase overall company profitability 
• Collaborate with sales and marketing leadership to establish optimal market pricing and product and services positioning 
• Define measurable success goals for existing and new products and solutions, working with contributing areas to ensure the supporting metrics are effectively captured 

Regional Operations Management 

• Plan and manage overall parts and service functions across Virgina region's local branches to ensure maximum profitability while delivering superior customer service and enhancing total machine sales 
• Assess parts and service operations sales performance monthly to determine the actions needed to improve sales and profitability 
• Evaluate the overall quality of service-delivery systems, including through the Hyster-Yale Customer Satisfaction Program, and introduce new approaches that enhance product support across the Company 
• Establish and track operational performance standards, including technician utilization and productivity, parts availability and inventory turns, service response and cycle times, warranty recovery, and safety compliance 
• Develop and achieve annual and long-term technician capacity and capability growth plans 

Financial Performance & Budget 

• Develop, administer and own the annual operating budget for the Lift Systems parts and service business units in accordance with overall company plans 
• Maximize sales revenue, gross-profit margins, and operating-income standards across both parts and service operations 
• Monitor financial results against plan and take corrective action to protect margin and operating-income performance 

Customer Relationships & Market Development 

• Maintain key customer relationships and develop and implement strategies to expand the Company's customer base 
• Manage customer expectations and drive a consistently high level of customer satisfaction and continued service utilization 
• Monitor customer, market, and competitor activity and provide feedback to the leadership team and other Company functions 
• Recommend and implement strategies that leverage GP Lift Systems' relationship with Hyster/Yale and other allied equipment companies 

People Leadership & Organizational Effectiveness 

• Establish and monitor organizational effectiveness, unit structure, job and performance standards, and the utilization, development, and motivation of personnel and other resources to meet stated service-business objectives 
• Lead, coach, and develop product-support managers and their teams, building bench strength and succession for key roles 
• Ensure technicians are highly engaged within the branch team, and their technical and career development is being actively managed 
• Foster a culture of safety, accountability, and continuous improvement across all regional operations 

Corporate Leadership & Growth 

• Contribute to overall GPEC corporate success through active participation on the GPEC Management Leadership Team 
• Participate in analysis and execution activities associated with growth, expansion, and acquisition opportunities 

Minimum Requirements

Education

Bachelor’s degree preferred, preferably in business or management. 

Work Experience

• 10+ years of experience in a similar industry with parts and service operational management. 
• 3+ years in a management or leadership role.  
• Demonstrated ability to plan and manage at both the strategic and operational levels. 

Physical

• Prolonged periods of sitting and working on a computer. 
• Ability to travel as needed. 

Other

• Full understanding of the business, financial, and operational aspects of a parts and service organization. 
• Excellent internal and external customer-service skills, with strong leadership and communication abilities. 
• Intermediate proficiency with spreadsheets and databases, preferably Microsoft Excel, Word, and Access. 
• Strong analytical and problem-solving skills, with the ability to translate operational data into action.