What are the responsibilities and job description for the Operations Manager position at Murphy Tractor & Equipment Co., Inc?
Summary
The Operations Manager is responsible for supervising the branch product support employees, increasing product support sales in their assigned territory, managing financial performance of the product support operations, ensuring that customer needs are met and fulfilling any additional duties assigned by Regional or Corporate Management.
Essential Functions
- Management
- Lead product support teams to ensure high customers satisfaction.
- Review financial statements and Product Support Scorecard and make adjustments to meet company goals.
- Ensure the maintenance, upkeep, and image of all assigned assets, including but not limited to vehicles, inventory, building, and property.
- Ensure branch compliance with administrative processes and procedures.
- Review and approve corporate credit card usage of direct reports.
- Supply information regarding needed capital expenditure to appropriate corporate staff.
- Review and manage branch customer account receivables and PowerPlan discrepancies.
· Employee Supervision & Development
- Promote a culture of Safety and High Individual Performance (HiP) to all employees.
- Create and maintain a professional, trained, and dedicated workforce. Identify employees with leadership abilities and contribute to the development of a potential succession plan.
o Direct and supervise parts and service staff. Perform performance reviews with all employees and take indicated corrective action as needed. Assist in reviews of employees’ performance and wage/salary with their appropriate manager.
- Resolve employee issues with the support of Human Resources as needed.
- Perform needs analysis and supply appropriate information to regional/corporate staff regarding desired new staff positions including the need for the new position, the cost for the new position and the qualifications needed for applicants.
· Service
o Direct and supervise the work order process at locations, ensure customers receive complete and quality communication on invoices.
o Maintain work in process according to company goals.
o Identify and resolve customer at risk situations.
o Follow the technician TRAC program with training, reviews, labor performance, etc.
o Utilize Marketing service times and standard pricing to drive efficiencies.
o Ensure quality warranty claims are being submitted to OEMs.
o Maintain tools, service trucks, processes for cleanliness and safety.
· Parts
o Direct and supervise all department employees.
o Ensure parts employees are trained in computer systems, phone systems, and appropriate customer communication.
o Manage part inventory, improve part availability to customers to maximize customer satisfaction.
Other Functions
- Ensure employee documentation and certifications are completed and submitted within the required time frame.
- Assist with other duties assigned and directed by corporate management within the framework of Murphy Tractor and Equipment Company, Inc.’s objectives.
Knowledge/Skills/Abilities
- Strong knowledge of finance, operations management, and inventory control.
- Strong ability to motivate others.
- Strong industry and product knowledge.
- Strong knowledge of customer service skills.
- Meets commitments and deadlines.
- Stays focused under pressure.
- Demonstrates openness to new structure, procedures, technology.
- Able to travel using own company vehicles.
- Able to work a flexible schedule as needed.
- Skilled at using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
- Intermediate computer skills including Microsoft Office programs.
- Demonstrated positive work ethic.
- Identifies what needs to be done and acts without being asked.
- Anticipates and accurately defines needs and problems.
- Carefully prepares for meetings.
- Understands and operates within applicable policy and procedure.
- Strong social perceptiveness and awareness of others’ reactions and understands why they react as they do.
- Able to manage sensitive and difficult situations with tact and diplomacy.
- Energetic, forward thinking, and creative with high ethical standards and an appropriate professional image.
- Adept at fostering an effective team working environment.
o Able to successfully mediate between various stakeholders.
o Listens and responds constructively to other’s ideas.
o Provides assistance to others when needed.
o Listens effectively.
- Ensures that regular, consistent communication takes place with direct reports and other employees as needed.
- Excellent oral and written communication skills.
- Tailors the content of speech and written communication to the purpose and receiver.
- Organizes ideas clearly.
Physical Requirements and Work Schedule
Able to do occasional lifting of up to 30 lbs. Able to work flexible schedule, including evenings and weekends.
Education/Work Experience
- College degree preferred, with undergraduate coursework in business, marketing, finance, or related field.
- At least three years of Management experience in the Heavy Equipment Industry or any equivalent combination of education, experience, skills, and abilities that enables the individual to perform the primary duties of the position.
- Must have a valid driver’s license without restrictions.
Murphy Tractor & Equipment Co. is an equal opportunity employer.
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Parental leave
Work Location: In person