Service Manager
Resume:
Johnny Santana
*** * ********* ****** **** Haven CT 06512 203-***-****
**********@*****.***
Summary
Ability to optimize execution of complex strategic labor, financial, quality, operating, safety and asset processes
and related metrics. Assumes personal responsibility for actions Strong sense of personal accountability and a
proven track record of achieving desired results strong verbal and written communication skills
Work Skills
Business operations management
Asset management
Customer relationship management
Hiring
Inventory management
Organizing team meetings
Optimization Workflow
Payroll
Performance Management
Personnel
Policies and Procedures
Quality Management
Reporting
Safety Management/Training
Scheduling
Experience
10/2014 to 06/2020 Operations Management Ryder Truck Bridgeport, CT
-Responsible for the oversight of work analysis, vehicle planning and scheduling, scheduling and assigning work
to technicians, productivity tracking and optimization, shift and shop meetings, and RO review and approval.
Performs complex strategic Labor Planning by evaluating incoming work and allocating resources, balancing
shift schedules, establishing operating hours, and level loading work load to maximize efficiency and productivity.
- Responsible for optimizing labor at the shop, and ensuring the optimal mix of straight time, O/T and OutsideRepair.
- Responsible for optimizing shift patterns to match supply of qualified tech hours versus the availability of
equipment based upon customer operating hours.
- Oversee the execution of the Workflow Management process Labor Management: Provides leadership,
training, development and oversight to a self-directed management team assigned to the branch (es) to include
the Shift Supervisors, Technicians In-Charge, Customer Service Coordinators and Technicians.
Responsible for Performance Management of all assigned personnel.
-Responsible for successful development and execution of the Technical Training Plan in coordination with the
Field Training Team.
- Ensure TOPS plan is prioritized based upon Breakdown, Rework and Running Cost trends.
- Evaluates and makes recommendations for future staffing based on changes to the business environment.
-Responsible for Recruiting, Hiring, On-boarding, Payroll, and Succession Planning Customer Management.
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-Directly responsible for customer relationship management to include issue resolutions, customer satisfaction,
and retention, as well as ensuring uptime.
- Responsible for optimizing vehicle maintenance cycle time and ensuring that the shop meets or exceeds.
- Delivered in Time Promised objectives based upon customer requirements.
- Oversight to ensure successful execution of the Customer Communication Protocol.
-Partner with the Sales Team to ensure proper scoping of prospective new business opportunities and identify
opportunities for growth within the existing customer base.
-Collaborate with Sales Team to develop the service requirement section of the Customer Care Plan to ensure
effective delivery of service.
- Conduct customer visits and Annual Reviews as required by the Customer Care Plan.
-Responsible for Customer Retention and Maintenance CSI through optimal execution of the Maintenance
Promise.
-Financial Management: Develop and manage budgets as well as implementing cost control measures related
to maintenance operations budget and location P&L statement to meet short and long term financial goals.
-Directly responsible for successful execution of Maintenance Initiatives to attain or exceed specified financial
targets.
- Responsible for the optimization of net maintenance cost per unit.
-Work with vendor sourcing groups to identify potential and preferred vendors for specific facilities and vehicle
maintenance services.
- Responsible for ensuring accuracy of third party invoices and the quality of work outsourced to vendors.
-Oversight and exception management of Payroll, Purchase Order approval and invoice reconciliation, and fuel
reconciliation.
-Responsible for the successful execution of the customer bill back process to include identification, review and
approval of bill back opportunities.
- Responsible for ensuring proper documentation and explanation/ reporting of re-billable activity.
- Responsible for the successful execution of the Warranty process and maximizing warranty recovery.
- Ensure data integrity in the Shop Management Online system Asset Management:
- Responsible for the execution of Asset Management initiatives at the shop level.
- Prepares business case for Capital Expenditures.
- Prioritize and approve shop tooling and equipment requirements based on needs and scope.
- Management and oversight of vehicle specifications and vehicle in-service/out-service process.
- Provide expert insight during business unit asset management review.
-Oversight of Parts Inventory management, policies and procedures Quality Management: Performs complex
quality planning by developing corrective action and counter measures to operational quality issues.
- Oversight and/or execution of Quality Inspection of PM & repairs, as well as In Process Reviews of non-
PM work.
-Maintain control/visibility over shop floor activities to ensure proper root cause diagnosis by technicians and
that the yield on all parts/components is optimized.
- Responsible for all Mandatory Compliance items at the Shop Level as identified on the Quality Review
inspection list.
- Accountable for all Quality Metrics within the Shop.
-Lead breakdown root cause analysis, implement corrective actions locally, and when necessary, communicate
issues to the Technical Assistance Center.
- Develop and ensure implementation of Quality Assurance Audit Corrective Action plans and Continuous
Improvement programs.
- Responsible for ensuring a safe workplace and providing guidance for all safety efforts and initiatives.
- Ensure Cleanliness and quality of repair for all maintained vehicles.
- Accountable for maintenance of all relevant documentation required to meet and/or exceed local, state, federal,
as well as customer requirements Comply with Safety and EPA regulations and requirements.
11/2009 to 10/2014 Technician Ryder Truck - Waterbury, CT
06/2004 to 05/2009 Technician Penske Truck – Stamford, CT
Education and Training
05/2004 Porter & Chester Institute Automotive Technology
06/2001 Harding High School
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