Operations Manager

Job Summary:

In conjunction with Service Manager and Parts Manager, manage branch Product Support activities to ensure consistent and profitable Parts and Service operations, providing customers excellent customer service in all aspects of Parts and Service. Collaborate with Sales Manager on issues involving sales to reach solutions that provide for the success of the branch.

Responsibilities:

• Manage the branch profit and loss for Parts and Service

• Communicate daily with Sales Manager and Equipment Manager to resolve any outstanding internal issues

• Work with Corporate Parts and Service leadership as well as local Parts and Service leadership to develop and manage annual Parts sales goals, maximizing profitability for Parts and Service

• Maximize use of corporate inventory investment

• Meet market expectations for delivery and product or services

• In conjunction with Corporate Parts and Service leadership, develop and manage branch Product Support expense budgets and monthly forecasts

• Prepare accurate and timely branch monthly reports.

• Manage the daily branch Product Support operations including product support of new and used equipment, parts and value-added-services in the branch territory

• Responsible for oversight and management of communication to customers on status of shop and field service repair work in process, ensuring customers receive daily updates on the status of their machine(s)

• Monitor branch inventory levels, parts turns, availability in compliance with corporate policies and guidelines

• Responsible for oversight and appearance of the branch facility and yard

• Manage local market analyses in coordination with Corporate leadership, including market drivers and competition to facilitate stocking, ordering and planning of OEM parts

• Develop, review and negotiate all Product Support commitments and performance agreements before the sale for accuracy, capability, consistency and post-sale performance with the appropriate Corporate Parts and Service leadership

• Assure that commitments from the OEM and related vendors are obtained on a timely basis by branch or Corporate functions to adequately define scope of responsibilities, potential risk exposure and programs to successfully manage contract performance, and dispute resolution

• Communicate with Service and Parts Managers to ensure efficient warranty claim processing administration, maximized warranty recovery from OEM and related vendor expenses and effective WIP closeouts to ensure completeness and finality on a timely basis

• Review sale of service maintenance contracts, labor agreements and other value-added activities to increase sales of services

• Monitor and measure branch employee and facility safety programs to ensure compliance with applicable local, state and U.S. Federal codes

• Ensure that Safety and related programs are effectively communicated to all branch employees on a regular basis

• In conjunction with Parts Manager and Service Manager, regularly and effectively communicate with branch employees

• Interface with Service and Parts Managers to ensure the adequate and ongoing training of all branch personnel for required skills to carry out the business strategy

• Ensure that annual performance reviews/assessments and yearly goal setting is conducted for every employee

• Participate in regional industry-related organizations

• Perform additional duties as required to achieve company goals and increase overall company profitability

Job Description: Operations Manager

Education/Experience/Skills:

• Associate Degree or ten years’ experience in construction equipment industry

• Strong organizational, leadership and management skills

• Ability to work with customers, motivate employees and work with internal departments to achieve desired results

• Knowledge of Komatsu products

• Basic understanding of business operations, including accounting, credit, Product Support and sales functions

• Ability to read and comprehend instructions, correspondence and memos

• Speaks and writes clearly and informatively

• Able to prioritize and plan work activities

• Ability to effectively present information in one-on-one and small group situation to customers and employees

• Works well with other employees, customers and vendors

• Ability to communicate clearly and work directly with manufacturers

• Knowledge of database software, manufacturing software and order processing systems

Work Environment:

• Occasionally exposed to moving mechanical parts and toxic or caustic chemicals

• Occasionally exposed to wet and/or humid conditions; high, precarious places; fumes or airborne particles and outside weather conditions

• Occasionally exposed to extreme heat; risk of electrical shock and vibration

• Noise level in the work environment is usually moderate