Operations Manager - Hydraulic Service & Repair

Experience, Education and Skills

• 2-year Technical Degree required, preferably in Fluid Power
• 4-year degree preferred (Technical, Marketing or Business)
• 6+ years customer service experience, a successful track record of handling all types of customer accounts, and a thorough understanding of the processes and detail of the customer service function. 
• 2+ years managing as a supervisor or working in a lead position
• Must have hands on: Hydraulic repair shop experience, Leadership role as shop lead or foreman and ability to grow and expand the role and responsibilities overtime. 

Essential Functions

• Act as team leader for operations team at the assigned location.
• Attract and retain talent which is key to the fluid power market place
• Create training and development plans to help assimilate associates into organization
• Provide ongoing supervision, training, coaching and overall direction to ensure work is completed accurately and timely
• Conduct periodic performance reviews with operations representatives.
• Develop knowledge of the customer accounts serviced, specifically: Overall understanding of the buying process and business process for major customers, Identification of critical issues at major customers and knowledge/support of plans to ensure customer satisfaction.
• Internal Know-How--demonstrate broad understanding of SunSource’s customer service functions, processes and tools, and their impact on other SunSource departments. 
• Provide operational and sales support for branch account managers
• Develops daily/weekly reviews of all reports relating to local branch operations
• Provides annual performance reviews and manage merit increases
• Acts as contact for customer disputes
• Develop, coach, and influence S&R associates as to their role in assuring compliance and commitment to best practices
• Oversee S&R safety program, working collaboratively with Human Resources Department
• Plan, direct and coordinate all repair activities
• Establish production and manufacturing methods and measures to ensure high quality and low cost processes are used
• Review and evaluate cost effectiveness, consistency, quality, accuracy and performance to standards and take action as necessary to correct discrepancies
• Compliance of sites’ operations with company policy, and Federal, state and local regulations
• Establish the flow of information to evaluate operations performance and provide planning with sales information, trends, costs, and future transactions.
• Demonstrate ability to communicate and coordinate efforts effectively with all SunSource departments to ensure that internal and external customer issues/concerns are resolved in a timely manner.
• Participate in the overall strategic design and direction of branch location sales, operations, facilities, and expansion. 
• Coordinate and oversee branch location activities in line with inventory and order requirements
• Evaluate execution of strategic business plan and engage executive management in critical decisions
• Technical Competence--demonstrate broad understanding of SunSource technology/service offerings and attain a passing score on the related proficiency test; also demonstrate advanced knowledge of SunSource conversion capabilities.

Key Competencies

• Accountability: Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind.
• Drive for Results: Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement.
• Coaching: Works to improve and reinforce performance of others. Facilitates their skill development by providing clear, behaviorally specific performance feedback and making or eliciting specific suggestions for improvement in a manner that builds confidence and maintains self-esteem.
• Competitive: To outperform others who are selling goods or services in the same market.  Does things that no one has requested that will improve or enhance products and services, avid problems, or develop entrepreneurial opportunities.
• Customer Focus: Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. (“Customers” can be co-workers, peers or management as well as external consumers of a service.)
• Technical Expertise: Applies and improves extensive or in-depth specialized knowledge, skills and judgment to accomplish a result or to serve one’s “customers” effectively.  (Customers can be co-workers, peers or management as well as external consumers of a service.)