Repairs: Operations Manager (North of Kansas City, MO)
Posted by: Hannah Lee
Job Location: Smithville, MO
goHomePort was launched in 2020 by a highly seasoned team of investors and operators with a mission to make RV ownership easy. goHomePort is the parent company for three synergistic businesses that serve its core mission: 1) goHomePort Storage (focused on acquiring, upgrading and optimizing RV and boat storage properties throughout the United States), 2) goHomePort Rentals (an innovative RV rental management business built around goHomePort’s network of storage properties and additional markets), and 3) goHomePort Service & Repair (RV repair business designed to meet the need for quality RV repair outside of the dealer channel). We are rapidly expanding our portfolio across the country and innovating new ways for goHomePort to deliver a best-in-class experience for our customers.
goHomePort Repairs is seeking a dynamic leader and team builder who is enthusiastic about customer service satisfaction and focused on maximizing the offerings and profitability at our RV Service & Repair shops. Ideal candidates will be experienced, hardworking, trustworthy, and lead by example/servant leadership. This position is on-site and offers 8-hour weekday shift, with possible weekend availability. This salaried, exempt position works with limited supervision.
We take pride in our work and strive to exceed customer expectations. goHomePort currently has approximately 3,000 RVs stored across 5 sites in the Denver metro area and is now expanding North of Kansas City with a new RV Service & Repair shop in Smithville, MO.
The Operations Manager is responsible for all aspects of operations including service writing, site-level budgeting, training/assisting technicians as needed, smooth management of workflow, and coordination with customers, vendors, technicians, centralized services, and corporate leadership. Other duties and responsibilities may be assigned as business needs arise. This position is responsible for leading shop profitability and fostering an environment where the RV technician team is comfortable raising ideas and issues. This position is also the first person to contact customers, so it is essential to demonstrate a helpful and knowledgeable demeanor to build loyalty and maximize every service/repair opportunity. While this is not an exhaustive list, the following are some essential duties:
Maximize customer service experience by ensuring accurate estimates and timely repairs
Responsible for assessing RV repair needs, documenting customer concerns, scheduling repair requests in our repair shop management software (Shopmoneky), allocating accurate times for the repairs/billable hours, and coordinating with the RV technician team to complete the repairs in a timely manner
Work with technicians to maximize their billable labor capacity by developing techniques to enhance efficiency without compromising high quality work
Supervise daily repair shop activities and manage team of 3-5+ RV Technicians and Service Managers to include tracking monthly performance metrics/technician productivity, reviewing work schedules, monitoring customer feedback, cross-training team members as needed, etc.
Ability to diffuse conflict, identify solutions, and facilitate successful outcomes with customers and team members alike
Maintain a safe and functional working environment
Maintain operational budget, track financial results, help to promote revenue targets/business goals in partnership with corporate leadership
Assist with filing warranty claims as needed
Demonstrate strong working knowledge of the activities, methods, and procedures of a RV Service & Repair environment to include maintaining compliance with shop policies and procedures, OSHA safety standards, accurate time keeping regarding work orders, etc.
Minimum of 5 years of relevant work experience required, ideally within an RV setting (we consider prior military experience equally as valuable as civilian work experience)
2+ years of RV service writing experience required
Demonstrated ability to ensure superlative customer service satisfaction
Progressive leadership experience preferred—we are willing to train the right individuals
Strong written and verbal communication skills
Proficiency in MS Office (Word, Excel, Outlook) required
Ability to multitask while being precise, and exhibiting some flexibility as circumstances warrant (i.e., rush jobs, higher volume, customer needs, etc.)
A passion for or familiarity with RVs is a bonus
Must be able to pass background screening prior to employment, and we promote a drug-free work environment
Valid Driver's License needed
What we offer
The estimated salary for this role is $75,000.00 - $105,000.00, based on experience
This position is eligible for an annual discretionary bonus
On-going personal and career development, including paid training & advanced certifications
Medical, dental, vision, voluntary life insurance benefits & paid time off + holidays
Participation in a retirement savings plan
Repairs: Operations Manager (North of Kansas City, MO) Application