Full Time

Operations Manager

Position Operations Manager

Reporting to Chris Jaquez

Department ICE Shop

 

Role Overview

The ICE Operations Manager is an active role responsible for the oversight, facilitation, hands on help and completion of all ICE projects and Non Project related in-house maintenance, upgrades and repairs. Manager is also responsible for several tasks involving customer service, systems, SOP’s, scheduling, compliance and business development.

NOTE: This Job description is not all-inclusive, and certain activities, duties or responsibilities may be required of the employee as needed, including tasks in other departments.

 

Responsibilities (tasks associated with this role)

  • Maintain daily positive communication with management, department foreman, leads and office management in order to maintain and streamline production from work order formulation to invoice submission
  • Greet and converse with customers in a professional and friendly manner. Listen to and document their needs as needed. Direct them as needed for pick up, drop off or scheduling.
  • Verify formulated work orders from the office . Add pertinent customer and lead supplied info, along with intake pics to UpKeep. Use ICE job numbers as PO#’s to correlate with use of items, parts, and 3rd party services per job.
  • Maintain and Verify UpKeep reporting for all jobs, including notes, labor times, pictures, job documentation and pertinent project info. Tabulate incomplete reporting and note offending division, for weekly KPI reports
  • Use Trello and UpKeep to document job notes, conversations, project and customer information needs, requests, and tasks to be completed.
  • See jobs to completion, from work order creation to final invoice creation
  • Oversee and facilitate the completion of all ICE projects and Non Project related in-house maintenance, upgrades and repairs in a timely and economic manner.
  • Work with Production Mgr. to schedule and labor load all current and incoming jobs / projects
  • Work with team members, including but not limited to – Priority Scheduling, Task & Project Management, Economic Decisions, Teaching and Instruction, Performance Reviews, Write Ups, and Documentation
  • Formulate strategic, operational and deadline objectives
  • Physically assist, teach and walk through SOP’s on the production floor and field  as needed to complete services and products should the need arise
  • Formulate or direct staff to formulate parts & materials purchase request via UpKeep
  • Be knowledgeable and versatile, to be of use in all ICE departments should the need arise.
  • Over see correct SOP use
  • Oversee proper tool use
  • Oversee proper PPE use
  • Oversee general safety, safety needs, infractions or incidents, 
  • Oversee all shop, field operations, safety and environment cleanliness

 

Customer Service 

  • Converse  with customers in a kind professional manner, in order to advise, answer questions, schedule, facilitate help, update, or problem solve.
  • Ease and alleviate customer issues, needs or complaints 
  • Follow up with customers to gather information, data and feedback for KPI’s and sales.

 Quality Control 

  • Ensure all operations are carried out according to ICE SOP’s while also in a cost-effective, timely manner
  • Verify cleanliness
  • Verify pressure testing
  • Verify that all standards and measurements have been met according to customer request
  • Verify product finish
  • Verify final product quality control, final packing and tagging

 

Data Collection, Reporting & Invoicing 

  • Assist office management in final invoice development
  • Manage budgets and forecasts
  • Examine financial data and use them to improve profitability
  • Review shipping, receiving of items, stock and projects
  • Have clear organized files both paper and electronic for reference and find-ability.
  • Enter weekly reporting for All Assigned KPI’s Every Monday prior to 10:AM
  • Provide valuable information and insight during our weekly and quarterly meetings for the growth of the company. Complete projects assigned in order to achieve those goals.

 

Management Relations 

  • Liaise with Inventory Mgr. to combat current issues and brainstorm ideas.
  • Facilitate weekly meetings with the Inventory Manager planning, noting and solving all needs, tasks and issues.
  • Liaise with Production Mgr. to combat current issues and brainstorm ideas. 
  • Facilitate weekly meetings Production Mgr. planning, noting and solving all needs, tasks and issues.
  • Meet weekly with senior and associated management for KPI reviews, scheduling, business development, business growth, & problem solving.

 

Assist in Quote Calculations, Development, Scheduling and Finance 

  • Work with Production Mgr. to figure labor estimates for quotes
  • Review quote details / drawings, needs, materials, parts, equipment and 3rd party services. Request quotes for line items from Inventory Manager for quoting
  • Estimate scheduling and turnaround time for jobs and projects
  • Able to make strong economic based decisions based on cost & profitability

 

HR Human Resources 

  • Forward all HR documentation, and needs, including but not limited to – days off request, health needs, drug testing, disciplinary action reporting, documentation, etc. to Office Manager 

 

Training 

  • Develop & document SOPs, and training materials.
  • Teach SOP’s
  • Assist in the development and refinement of learning tools on all Trello training boards, Using Trello, Loom, and Google Drive file system, to do so.
  • Track, schedule and record crew training and knowledge base

 

Higher Learning 

  • Invest time in your knowledge ICE capability and capacities. Explore cooler types, uses, what facilities and where, industries where cooling is used. Explore the cross reference of our services to all industries and facilities. Learn SOP’s 

 

Key Results (expected accomplishments)

  • Provide customers with quick expedient help
  • Great professional customer service
  • Maintain daily Anchor Activities, responsibilities, and extra tasks in a orderly and timely manner
  • Advance and maintain a smooth shop workflow from work order inception to invoice formulation
  • Submission of notes, memos, information in all platforms including but not limited to Trello, UpKeep, Google Drive, Email, Etc.
  • Accurate accounting of information and documentation across all business aspects
  • Regular continuous improvement, Learn and retain knowledge specific to your job function and beyond
  • Continuous investment in staff knowledge base and learning
  • Safe work environment and processes
  • Collection and submission of KPI’s
  • Set a working example for the employees
  • Clean and Organized filing of company, customer and project information
  • Development of systems and processes, their documentation and entry into an accessible format
  • Make wise quality and economic based decisions
  • Expansion of business knowledge base
  • Meet and exceed project deadlines
  • Provide products & services of epic quality
  • Provide fair and honest pricing

 

Requirements (expected proficiencies)

  • Capable of hands on, physical and labor and demonstration ability should the need arise
  • Excellent written and verbal communication skills
  • Proficient and polite customer service
  • Proficient in organization
  • A firm understanding of information handling and filing both electronic and hard copy
  • A firm understanding of computers, (iOS) preferably, system troubleshooting. A quick learner of new software, programs and apps.
  • Capable of extensive internet and resource searches rendering helpful information.
  • Capable of compiling information and data from which company decisions can be produced from
  • Capable of compiling information that can be used in the estimation process, in order to formulate a quote.
  • A firm understanding of financial calculations.
  • A firm understanding of Email, Spreadsheets, Google Apps, iPhone iOS, Trello, Loom, and UpKeep
  • Able to achieve data entry, and understand the results
  • Able to conduct inventory entry, tracking and auditing
  • Competent in following ICE SOP process outlines and procedures
  • Proficient in identifying safety hazards, mitigation, solutions and documentation
  • Leadership qualities such as patience, integrity, respect, problem solving, ability to teach/mentor, decisiveness, creativeness, listening, communication, flexibility, and dependability
  • Very mechanically inclined
  • A basic understanding of multiple types of metals, their uses, benefits, dynamics, strengths, and costs
  • A basic understanding of weld theory, proper weld configuration, weld layout, welding process use, filler metals, base metals, weld position, weld set up/prep, machine selection, machine care,
  • A firm understanding of equipment and tools
  • A firm understanding of fabrication, print reading, measuring, and basic geometry
  • Able to measure and document customer projects, and relay them to the proper channels for estimation of production
  • Working hours Monday – Thursday, 7am – 6pm. Some overtime will be required
  • Available by Phone or Texts for after hours needs should they arise

Links to associated job information

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