Corporate Service Manager, Leasing - TEC Equipment, Inc.

Headquartered in Portland, Oregon, TEC has 30+ locations from Seattle to San Diego to the Midwest, serving thousands of customers across Washington, Oregon, California, Nevada, Arizona, Nebraska, Iowa and South Dakota.

TEC Equipment features Mack and Volvo heavy-duty trucks, Hino and Isuzu medium duty trucks, Wabash trailers and Cottrell auto transport trailers. We offer a large and desirable inventory of new Mack and Volvo heavy-duty trucks and all makes of used trucks. Our full-service line-up also features quality parts, state-of-the-art service, collision centers and fuel, leasing/rental, financing, and insurance. Our locations are authorized service centers for Mack, Volvo, Cummins, Meritor, Eaton and Fuller warranties. TEC truly offers the convenience of one-stop shopping for all trucking-related needs.

The Corporate Service Manager (CSM) reports directly to the Director of Corporate Operations for Leasing and, as the head service shop operations, is responsible for balancing the competing goals of maximizing fleet uptime, minimizing fleet cost, and achieving best in class customer satisfaction. This position develops, monitors, and maintains a robust system of management for fleet performance and service shop operations. 

The CSM works with the Director of Corporate Operations and Region Operations Managers, and Region Directors and ensures the corporate staff and field teams work cohesively to surpass service shop and fleet performance benchmarks. They are the resident expert in service shop processes, maintenance and repair practices for all products rented / leased, fleet cost management practices, safety and facility upkeep, and customer satisfaction drivers. They build processes and employ scalable systems of management to distill their expertise throughout the organization.  The CSM consistently advances the organizational capability of service shop operations and corporate service shop support departments to surpass customer expectations, maximize uptime, and mitigate costs. 

Key areas of Responsibility include:

• Customer Loyalty
• Fleet Uptime
• Fleet Costs
• Service Shop Operations
• Vendor Relationships
• Mobile Service Operations
• Emergency Break Down Response Operations
• Parts Procurement and Inventory Management
• Org Design, Training, and Coaching of Service Shop
• Warranty and Future Corp. Support Departments for Service Shops
• Facility Standards and Safety

• Maintain and develop a robust system of management that ensures service shops meet or exceed the needs of customers. Work with the Director of Corporate Operations to develop a feedback loop with customers that measures satisfaction. Work with the leasing VP and Director of Corporate Operations to develop a set of qualitative metrics that predict customer satisfaction including, fleet uptime metrics and service shop quality metrics. 
• Work closely with Region Directors, Region Operations Managers, and Service Managers to instill a culture committed to solving customer problems and finding ways to crate “wow” moments for customers.
• Advance the capability leasing service shops and corporate service shop support departments.  Focus on improving the talent through training, coaching and / or recruiting people with improved competencies.  Seek opportunities to create / acquire new & different technologies or processes.
• Apply an expert understanding of general financial acumen and link the impact of fleet management and service shop operations to financial results. Work with Directors and VP’s to ensure growth plans factor in the appropriate costs and or improvements to meet margin and income goals. 
• Manage and develop the warranty department and future service shop support departments to scale with growth. Ensure a culture that can influence without authority and treats the field team as a customer.  Maximize the impact of the department through transparent, robust controls.
• Identify all key workflows within service shops, warranty, and specification optimization. Evaluate effectiveness of workflows based on linkage to Mission statement, scalability, and overall impact on the customer experience. Use structured problem solving techniques such as Six Sigma, Lean or, 5S to implement robust, best-in-class processes. Actively measure the performance of all key workflows.  Develop and maintain key performance indicators that are aligned with TEC’s and Leasing business plan and goals.  
• Develop a robust system of management to optimize fleet uptime and fleet cost.  Work closely with the Director of Corporate Operations to update the profit model to reflect changes to the costs of maintenance & repair and shop overheads.  Build and maintain a qualitative set of uptime metrics used to influence decision making in the shop and validate performance with customers.
• Develop and maintain a robust system of management for all aspects of “brick and mortar” and mobile service operations. 
• Develop and maintain relationship with OEM’s, Vendors, and internal departments that foster mutually beneficial partnerships that support the service operations.  Be the expert in all products and ensure training and education is available for service operations teams.  Work to limit cost and create an ease of doing business with key outside vendor

• Education and/or experience equivalent to a Bachelor’s Degree in Business, Management, or related field. 
• 7+ years of previous shop operations experience required.  Leasing or relevant service industry preferred.
• Proven experience leading teams with a track record simultaneously increasing margins while increasing customer satisfaction
• Proven experience leading from a corporate level, using systems of management and influence without authority to achieve desired outcomes.
• Working knowledge at managing P&L, Cash Flow, and Balance Sheet.
• Six Sigma Certifications preferred

TEC provides our employees and their families with a full menu of health, wellness, and retirement benefits.

New hires are eligible to participate in TEC Equipment’s comprehensive benefits plan the first of the month following your date of hire.

• Choice of two comprehensive medical plan options that include prescription drug coverage
• Choice of two dental plans that cover preventative and diagnostic care, basic and major services, and orthodontia for children
• Vision care, discounted hearing exams, and hearing aids
• 401(k) retirement savings plan with company contribution
• Life, accident, and disability insurance
• Employee Assistance Program (EAP)
• Education assistance
• Seven paid holidays, vacation accrual of at least 48 hours per year, and paid sick

All offers of employment are contingent upon successful completion of all applicable screenings.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.