OPERATIONS MANAGER

JOB SUMMARY

The Operations Manager is responsible for the overall coordination, execution, and performance of branch service operations. This position ensures that field mechanics have the resources, information, parts, and support needed to complete service, repair, maintenance, modernization, and project work safely, efficiently, and on schedule.

The Operations Manager works closely with mechanics, supervisors, account managers, customers, vendors, and leadership to maintain a high level of customer satisfaction while ensuring the branch meets operational, financial, safety, and compliance expectations.

The Operations Manager is expected to take ownership of issues from identification through completion and maintain clear communication with all parties involved.

ESSENTIAL DUTIES

• Administer company safety program, including performing safety audits when necessary and stressing the importance of safety to all employees.
• Plan, direct, and prioritize elevator installations and modernizations, service/repairs, and labor needs; utilize project management software and other scheduling tools.
• Manage staff, schedules, and review and approve payroll.
• Monitor use and assignment of vehicles.
• Use accounting reports and programs to review job status to identify risk and opportunity, including properly reporting fade issues prior to revenue.
• Develop and maintain strong working relationships with contractors, elevator consultants, construction firms, and architects.
• Survey, review, and sign off on all bids, including attending pre-bid meetings with construction sales representatives and providing technical input to calculate labor and material costs.
• Review and sign off on change orders, purchase orders, elevator turnover authorizations, accounts receivable, write-offs, credits, and other necessary approvals.
• Maintain up-to-date knowledge of all federal, state and local elevator industry code requirements.
• Maintain strong familiarity of company standard operating procedures and products by attending company training classes, viewing factory equipment updates and supplier goods; interface with corporate departments, including the factory, coordination, and labor, and consult with the management.
• Mediate and resolve complaints and problems of external and internal customers, including meeting with local business agents to resolve issues involving union employees.
• Determine what materials need to be ordered for job completion, coordinate, order, and arrange for sub-contracting portions of installations and service/repairs.
• Manage budget and spending.
• Perform necessary requirements, such as: applying for and obtaining permits and scheduling permit inspections at job completion.
• Regularly communicate with field staff and make weekly crew visits and day one visits to manage safety, site activities and progress of employees and customer, document findings.

This job description is not intended to be all-inclusive, and the employee will also perform other reasonably related business duties.

DIRECT REPORTS

20 - Mechanics

JOB QUALIFICATIONS AND REQUIREMENTS

• Monitor branch performance against established goals and budgets.
• Review labor, overtime, parts, subcontractor, and other operational costs.
• Identify opportunities to improve efficiency and reduce unnecessary expenses.
• Monitor productivity and profitability of service and repair operations.
• Review outstanding work and identify opportunities to improve billing and revenue recognition.
• Provide leadership with accurate information regarding branch performance and potential risks.

SKILLS/CORE COMPETENCIES

• Strong technical aptitude and customer service orientation
• Excellent communication and presentation skills
• High initiative, self-motivation, and a results-driven mindset
• Ability to build and maintain relationships at multiple levels, from ownership and management to field personnel
• Strong planning and organizational skills with attention to detail
• Strong problem-solving and consultative selling skills

WORK ENVIRONMENT AND EXPECTATIONS

• Job duties are performed within an established office environment under normal lighting and climate-controlled tolerances. The noise level in the work environment is typically low to moderate.

• When the employee has cause to visit a work site, the employee is regularly exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places and outdoor weather conditions. The noise in the work environment is often loud.
• Requires prompt, reliable, regular, and in-person attendance at the office to oversee shared services functions and/or employees, normally achieved by working standard business hours. Certain positions will require flexibility of working hours to meet the demands of the job and the direction of the manager.

The work environments are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

PHYSICAL REQUIREMENTS

• Prolonged periods of standing and walking.
• Frequent reaching, stooping, bending, kneeling, and crouching.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 40 pounds at times.

This job description does not constitute a written or implied contract of employment. This job description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or work conditions associated with the job. Furthermore, the employer may revise or change job duties and responsibilities as the need arises.