Field Service Operations Manager

Blue Bird (NASDAQ: BLBD) is recognized as a technology leader and innovator of school buses since its founding in 1927. Our dedicated team members design, engineer and manufacture school buses with a singular focus on safety, reliability, and durability. School buses carry the most precious cargo in the world - 25 million children twice a day - making them the most trusted mode of student transportation. The company is the proven leader in low- and zero-emission school buses with more than 20,000 propane, natural gas, and electric powered buses in operation today. Blue Bird is transforming the student transportation industry through cleaner energy solutions. For more information on Blue Bird's complete product and service portfolio, visit www.blue-bird.com.

JOB SUMMARY:

Reporting to the Director of Service, Training, Publications & Recall, this role is responsible for managing and overseeing the field service operations within the company, ensuring efficient and effective delivery of service and support to all customers while optimizing the deployment and management of field service teams. This role requires excellent organizational, communication, and leadership skills to ensure smooth operations and high levels of customer satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Oversees the daily operations of the field service teams, ensuring that all service deliveries are executed in a timely and cost-effective manner.

• Develop and implement strategic plans to enhance operational efficiency, resource utilization, and service quality.

• Establish and monitor performance metrics for the field service operations, adjusting strategies as needed to improve productivity and efficiency.

• Identify opportunities for continuous improvement, including training programs, operational tools, and innovative service techniques.

• Supports engagement with vendors/suppliers when relevant to field service systemic issue resolution.

• Takes lead on escalated cases causing risk to customer satisfaction by providing support for customer relationship management.

• Serves as a Service team representative on the Critical Issues Review Group (CIRG) team.

• Serves as the main POC for incidents & reports relevant data into the Legal team for guidance.

• Support preparation and management of the budget for the operations department, including forecasting, resource allocation, and cost control.

• Perform other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Proven leadership and organizational skills providing coaching & mentoring support

• Superior Data Analytics skills

• Highly experienced in preparing & presenting data / information

• Extremely detail oriented

• Superior problem-solving ability and technical aptitude.

• Excellent communication and interpersonal skills.

• Proficient in using service management software and technology.

• Must be willing to travel as needed to meet operational needs and oversee field activities.

• Flexibility to work outside normal business hours when required, including weekends and evenings.

EDUCATION AND EXPEREINCE:

• Bachelor's degree in Business Administration, Operations Management, Engineering, or a related field

• 10+ years of automotive manufacturer (OEM) engineering level technical service support.

• 5+ years of Leadership/Direct Report Management experience.

• 5+ years of experience in Root Cause Analysis processes & programs.

• 5+ years of Advanced Level experience using Microsoft Office suite.

• The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Blue Bird's winning culture is fueled by our ability to respect, encourage, celebrate and embrace the unique perspectives of all of our employees. We are proud to be an Equal Opportunity and Affirmative Action employer who is committed to providing all of our employees with a work environment free of discrimination or harassment. We base our employment decisions on business needs, job requirements and individual qualifications, without regard to race, color, national, social or ethnic origin, religion, sex (including pregnancy), age, physical, mental or sensory disability, sexual orientation, gender identity and/or expression, marital status, past or present military service, or any other status protected by the laws or regulations in the locations where we operate.

Candidates for this position must be legally authorized to work in the United States and will be required to provide proof of employment eligibility at the time of hire.