What are the responsibilities and job description for the Branch Operations Manager position at Modern Group?
About Modern Group
Modern Group is a leading distributor of construction, material handling, arborist, and power generation equipment, proudly serving customers across the Mid-Atlantic. With decades of experience, we deliver top-quality products, trusted brands, and full-service support including sales, rentals, parts, and service. As a 100% employee-owned company, we are committed to building strong relationships, empowering our team members, and providing exceptional value to our customers.
Position Summary
The Branch Operations Manager oversees the day-to-day operations of the dealership’s service & parts departments to ensure efficient workflow, profitability, and customer satisfaction. This role focuses on optimizing productivity, controlling costs, and maintaining high standards of safety, quality, and employee engagement.
Key Responsibilities
Operational Leadership
- Direct and coordinate activities of the service & parts departments to meet company performance goals.
- Ensure jobs are scheduled, executed, and billed efficiently.
- Monitor department KPIs (labor efficiency, first-time fix rate, inventory turns, etc.) and implement corrective actions as needed.
- Oversee daily shop operations, mobile technician dispatch, and customer service response times.
- Maintain compliance with company policies, OSHA regulations, and manufacturer standards.
Financial & Performance Management
- Develop, track, and manage departmental budgets, margins, and expense controls.
- Analyze financial reports to identify opportunities for profit improvement.
- Ensure consistent achievement of service gross profit targets and parts inventory metrics.
- Coordinate pricing, warranty recovery, and cost management initiatives.
Team Management
- Supervise, mentor, and develop service & parts administrators.
- Recruit, train, and retain skilled technicians and support staff.
- Conduct regular performance reviews and establish clear accountability metrics.
- Foster a culture of respect, safety, teamwork, and continuous improvement.
Customer Experience & Quality
- Ensure high levels of customer satisfaction through timely communication, accurate billing, and reliable service.
- Resolve escalated customer issues promptly and professionally.
- Support the sales team with operational insight for equipment preparation, demos, and delivery.
Process & Continuous Improvement
- Streamline internal processes for scheduling, invoicing, and communication between departments.
- Lead initiatives to reduce downtime, improve technician utilization, and enhance inventory accuracy.
- Implement and maintain best practices in fleet maintenance, parts logistics.
- Drive digital transformation initiatives (e.g., telematics, mobile service apps, ERP optimization).
Qualifications
- 5 years of progressive leadership experience in material handling, heavy equipment, or dealership operations.
- Strong financial acumen and familiarity with P&L management.
- Proficiency in dealership management or ERP systems.
- Excellent organizational, communication, and leadership skills.
- Mechanical or technical background in lift trucks or industrial equipment strongly preferred.
Key Performance Indicators (KPIs)
- Service gross profit margin
- Labor efficiency and technician utilization
- Parts inventory turns and fill rate
- Customer satisfaction.
- Safety and compliance record
- Departmental EBITDA contribution
Compensation
- Competitive salary plus performance-based bonus
- Health, dental, and vision benefits
- Employee Stock Ownership Program (ESOP)
- 401(k) with company match
- Paid time off and holidays
- Company vehicle or allowance (if applicable)