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Service Operations Director - RV
My client is a rapidly growing and highly successful RV rental and service operation, who is looking to invest in a Service Operations Director to organize and spearhead the growth of this portion of the business. The demand for service in this area is very high, and competitors service timelines are lengthy, which has led to the owner making an aggressive investment into the personnel and service facilities of the business to meet this growing demand. Along with the investment into the construction of a brand new 12-bay service facility, they are looking to bring on an RV Service Operations leader to take ownership over all aspects of the service department. This is truly a unique business model and opportunity, and they have shown their commitment to investing in personnel and facilities to take their business and your career to the next level. Whether you have demonstrated your effectiveness as a leader in RV service operations, or you're a veteran Technician of the industry who aspires to, this position is a chance to put your knowledge and abilities to the test, and further elevate your career.
Our Client:
Our client’s operation is truly unique, featuring one of the largest RV rental fleets in the Midwest, and a fully capable Service department. With the growth of the business over the last couple of years, the increasing demands for Service as a whole and decreased Service timelines, they are prepared to invest in building a state of the art Service facility, increasing the revenue stream from the Service department and growing the personnel for this portion of the business.
The Opportunity:
Our client is seeking a self-starting, results-oriented, and customer-centric Service Operations Director to spearhead the growth of their Service department and oversee all aspects of the day-to-day operations. The ideal candidate will have a foundation as an RV Technician or a mechanically inclined RV Service Advisor, and either has Service or Operations Management experience, or aspires to put their career on this trajectory. This person will be responsible for managing all facets of their Service operations and must be adept in the implementation and standardization of processes and procedures, identifying ways to maximize profitability, and ensuring the highest levels of customer satisfaction.
Benefits:
- Affordable cost of living
- Competitive base salary, lucrative bonus potential
- Medical, dental, & vision benefits
- Relocation assistance
- Paid training
- Strong team atmosphere
- Family owned business
- Ability to access Ownership directly
- Abundance of resources at your disposal, and near full autonomy of Service operations
Duties and Responsibilities:
- Oversee all aspects of Service operations, including the relationship between Service, Parts and Warranty.
- Establish and enforce standard operating procedures to positively impact the profitability of the operation, ensure consistency and efficiency in Service operations, and ensuring an excellent customer experience.
- Oversee the training and development of Technicians and other personnel.
- Develop and implement KPIs/metrics to assess the performance and efficiency of Technicians and other personnel.
- Engage customers directly, receive incoming units, ensuring frequent communication, updates on Service timelines, and any developments that can impact Service timelines.
- Analyze performance data to identify areas for improvement and growth.
- Collaborate with the management team and ownership to set and achieve Service department targets and objectives.
- Ensure compliance with all relevant regulations, industry standards, company SOPs, and safety procedures.
- Foster a positive and collaborative work environment that encourages teamwork and open communication.
- Maintain active knowledge of industry trends and best practices to drive continuous improvement.
- Hire, lead, train, and mentor staff to achieve their individual and departmental goals and objectives.
Qualifications:
- 5-7 years of experience in an RV Service department OR 3-4 years of experience in Service Management, Fixed Operations Management, or Operations Management at an RV dealership. (if no management experience, must have experience as an RV Technician, or Service Advisor, and the ability to step in and help as needed)
- Must possess knowledge of Service best practices, and must have the ability to develop SOPs for all aspects of Service operations such as: service appointment processes, first service retention, CSI/customer follow up, improving shop efficiency, service upselling, hours per R/O, parts per R/O, incoming inspection and PDI, parts to service process, etc.
- Must have demonstrated ability to lead and direct staff in all aspects of the operation to achieve revenue, budget, customer satisfaction, and overall profitability goals by ensuring that Service standards of performance are met or exceeded.
- RV dealership experience required.
- Must have excellent interpersonal skills.
- Must be computer literate.
- Ability to understand and manage cost control.
