What are the responsibilities and job description for the DIRECTOR OF OPERATIONS position at Technology Recovery Group?

TruWest Holdings is a private holding company that scales companies in the enterprise technology space by providing strategic leadership, operational expertise and financial resources. Privately owned by the Kennedy Family, it operates subsidiaries located in the United States, Canada, UK and Europe.

TruWest Holdings' portfolio includes TRG, a global managed service provider; Inversion6, tailored cybersecurity solutions; River Capital Finance, equipment leasing / financing; River SaaS Capital, debt and equity investments for B2B SaaS businesses; and Sibling Revelry Brewing, a craft brewery and taproom.

Headquartered in Westlake, OH, our environment, culture, and benefits are second to none. We make sure everyone lives and breathes our core values. From senior leadership to interns, everyone is evaluated on the same criteria.

With a basketball court, pickleball court, golf simulator, full-scale gym, brewery and restaurant, we strive to provide a space where our employees can take advantage of our work hard, play hard philosophy.

We are seeking a Director of Operations to add to our team!

Essential Functions

Develop and implement plans for the infrastructure of systems, processes, and people to accommodate rapid growth objectives in operations.
Manage and provide leadership / oversight of assigned activities and functions, such as warehouse, deployment, service technicians, parts, shipping, inventory management, etc. and ensure that all Service Level Agreements (SLAs) are satisfied.
Support sales with developing strategies and solutions for new business opportunities; provide technical expertise in RFQ creation
Work cross-departmentally to establish policies that promote company culture and vision.
Measure the effectiveness of all internal and external operational processes and provide reports on same to company leadership.
Analyze operations to evaluate performance of the company and its staff in meeting objectives and to determine areas of potential cost reduction, program improvement, or policy change.
Establishes quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement.
Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale.

Duties / Responsibilities

Depot Services

Provide accurate and efficient service pricing for all service contracts and flat rate agreements

Coordinate with Parts and Tech Lab to determine feasibility of new opportunities

Oversee contract renewals process, including determining profitability of new, existing, and renewed contracts

Analyze and suggest modifications for unprofitable contracts

Review lost contracts and recommend strategies for future deals

Ensure renewals are 120 days prior to expiration

Balance repair volume to keep facilities at capacity

Freight

Manage freight rate negotiations with carriers

Coordinate with carriers to meet freight needs for the company, including developing freight rebilling strategies to drive profitability

Ensure accuracy of freight bills and analyze billing data, coordinating corrections as needed

Generate commercial invoices for international shipments

Resolve customs issues, as needed

Responsible for international logistics management

Define processes for remote sites to ensure proper shipping. Oversee processes going forward

Outsource

Develop and manage outsource process, including ensuring all steps are efficient

Review and resolve outstanding tickets

Analyze devices coming off of OEM service to forecast parts and labor needs

Parts

Plan and forecast inventory to meet service level agreements

Coordinate with manufacturers on acquiring new parts

Lead inventory analysis on a quarterly basis

Monitor parts flow from initial request to fulfillment

Partners

Manage repair partners warranty process and replacement parts

Leverage outsourced repair partners to drive profitability

May be involved in the planning, organization, and implementation of special events, specific projects, or program changes

Employee may be asked to complete related duties other than those indicated above as assigned by their supervisor

Qualifications

BS in Business Administration, Logistics or Supply Chain or equivalent work experience

Proficient in standard logistics software

Proficient in Microsoft Windows OS. Also have experience in Microsoft Office applications ie : Word and Excel

A logical and systematic approach to work

Excellent analytical, problem solving and organizational skills

Strong interpersonal skills and the ability to work well as part of a team, as well as manage people

Ability to work independently and handle multiple projects

Ability to take and pass a background check

Performance Requirements

Must maintain regular and reliable attendance to the satisfaction of management

Must be able to operate a computer and other position related technologies

Must be able to work flexible hours as needed

Must be able to clearly and confidentially communicate with TruWest employees and other stakeholders

Must adhere to all TruWest Values at all times

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