23 days old

Manager, Field Operations REQ# 984

Reliance Steel and Aluminum Co.
LOS ANGELES, California 90071
  • Job Code
    REQ# 984
  • Job Type
    Employee
  • Job Status
    Full Time
  • Shift
    1st Shift

Job Summary

The Manager, Field Operations is a key member of the Reliance Technology Solutions (RTS) management team and is responsible for managing a remote team of Field Operations Analysts, as well as the delivery of tools utilized to enhance operational effectiveness across the Reliance Family of Companies, specifically in our field and warehouse operations.

The Manager, Field Operations will provide broad functional and technical expertise to lead and motivate a diverse and geographically dispersed team of Field Operations Analysts who operate in a high demand / time sensitive environment. The Field Operations team provides support to end-users by installing, configuring, troubleshooting, and maintaining numerous and diverse types of software and hardware in support of our business offices and warehouses across North America. In addition, the person filling this role will track core metrics necessary to drive the advancement of operational activities.

To be successful in this role, the Manager, Field Operations will work closely with the Sr. Manager, Field Operations to oversee the implementation of best practices in the field, build and maintain strong and strategic partnerships across the Reliance organization, and quickly gain an understanding of our business needs.

The Manager, Field Operations will collaborate and coordinate with members of the RTS team during the requirements, design, procurement, and implementation of field and warehouse solutions, while remaining in compliance with internal processes that support these activities.

Essential Functions

  • Lead, coach, and mentor a team of Field Operations Analysts strategically located across North America
  • Ability to take complex technical concepts and communicate them to different levels/roles across the organization
  • Build and maintain strong and strategic partnerships across the Reliance Family of Companies, Corporate, and within RTS
  • Design and implement a methodology for managing and prioritizing work
  • Manage resource allocations and staffing
  • Act as a further escalation point for unresolved or escalated requests
  • Stay current with changing business priorities and re-align project work/resources as appropriate
  • Monitor customer support for assigned areas, ensuring that reported problems are prioritized and addressed in a timely manner in support of Service Level Agreements
  • Ensure team takes ownership of user problems and be proactive when dealing with user issues
  • Reduce incidents by analyzing incident trends and recommending and implementing solutions, including training
  • Ensure all requests are logged in the IT Support Desk ticketing system
  • Avoid unnecessary support and project delays by escalating matters to senior management, where appropriate
  • Be a strong change agent with the ability to influence across many levels to promote organizational change and values
  • Build knowledge of Reliance’s business by developing a deep knowledge of its products, processing, customers, and vendors
  • Comply with all internal and external policies and procedures for Architecture Standards, Security, Project Management Methodology, SDLC, Change Management, Procurement and Finance
  • Provide input into and conduct Performance Reviews and Goal Setting with direct reports

Supplemental Duties & Responsibilities

  • Embrace and foster the RTS culture within the Field Operations department, consistently modeling our values and norms
  • Pursue training and development opportunities; Strives to continuously build knowledge and skills
  • Assist personnel in other RTS departments to resolve technical and/or application issues
  • Other duties as requested

Core Competencies

Leadership – Motivates others, accepts responsibility; Influences decisions across multiple stakeholders; develops trust and credibility; expects honest and ethical behavior of self and others.    

     Able to:

  • Lead by example
  • Promote organizational mission and goals, and demonstrates the way to achieve them      
  • Empower others by sharing responsibility and information
  • Inspire, motivate and guide others toward goal accomplishment  
  • Consistently use positive language to inspire others, creating an open and energetic environment
  • Seen as objective and professional, dealing with issues firmly and fairly

 

Team Building -Consistently encourages, develops, sustains, and rewards cooperative working relationships; understands team dynamics and how to facilitate good teamwork.          

     Able to:

  • Bring individuals together to effectively work towards solving a problem or achieving a goal
  • Effectively develop and sustain a high level of team member commitment and "ownership" for decisions and results by team members
  • Convey confidence in self and team; builds pride in the team and inspires team members to perform at their full potential
  • Actively involve team members in decision making, gives the team credit for successes as well as responsibility for failures
  • Create an environment where team members accept differences in approaches; values opinions of others and acts to promote the success of the entire team      

People Management - Effectively recruits, develops, utilizes, evaluates, and rewards employees.        

     Able to:

  • Model and coach behaviors consistent with RTS operating norms
  • Lead, coach, mentor and trains staff
  • Plan, distribute, coordinate, and monitor work assignments
  • Provide timely guidance, feedback, and set clear expectations.  
  • Evaluate work performance and provide constructive feedback to others
  • Ensure that staff is appropriately selected, utilized, and developed
  • Treat staff in a fair and equitable manner  
  • Deal appropriately with employee issues and problems        
  • Foster an environment where culturally diverse teams thrive, cooperate and achieve goals  
  • Treat people as the organization's most valuable asset    

Strategic Minded – Defines and delivers strategy for area of responsibility taking into account the overall organization's strategy.

     Able to:

  • Assist in the development and implementation of strategies and roadmaps to address key issues and achieve goals and objectives
  • Use feedback, seek and evaluate alternatives, solicits broad input, solutions oriented

Business Acumen – Awareness of business processes, issues and outcomes and how it impacts the organization and the customer.          

     Able to:

  • Understand business fundamentals and how their own area fits relative to the bottom-line
  • Align the direction, products, services, and performance to meet the varied needs of Reliance
  • Understand and factor business fundamentals into decision making                                                                                                                                            
  • Demonstrate broad understanding of and appropriately apply good financial management practices    
  • Develop an understanding of Reliance's business and is able to articulate the types of products, processing and services provided by the Reliance Family of Companies                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                              

Functional / Technical Expertise - Possesses required functional and technical skills to do the job at a high level of accomplishment.  

     Able to:    

  • Demonstrate active interest and ability to enhance and apply new functional skills
  • Solve complex problems using functional / technical / professional expertise
  • Demonstrate in-depth understanding of one’s field and continuously searches out best practices

Partnering/Networking – Develops, maintains, and strengthens partnerships with others inside and outside the organization.

     Able to:

  • Proactively seek and build mutually beneficial relationships with others both internally and externally
  • Understand how each person adds value to the partnership
  • Be respected by others within the organization as someone how can influence and reach agreement in challenging situations
  • Develop networks and build alliances
  • Participate in cross-functional activities to achieve organizational objectives

Managing Change - Embrace and champion change, adapting to and helping others through the change process.

     Able to:

  • Adjust rapidly to new situations
  • Adapt to and help staff to adapt behavior and work methods in response to new information, changing conditions, or unexpected obstacles
  • Maintain focus, intensity, and persistence, even in adverse, evolving, or ambiguous situations\
  • Be flexible, open, and receptive to new ideas and approaches
  • Explain the driver for change and communicates a sense of urgency regarding the need to change
  • Actively involve others in the change process; solicits input ahead of time and assists others in seeing how changes will affect them
  • Understand the impact of change and its effect on the ecosystem

Results Focused - Knowing what outcomes are required and focusing self and team members on delivering the results.

     Able to:

  • Ensure project goals are met or exceeded within deadlines, scope, budget, and resource requirements
  • Foresee scope changes and gaps and responds
  • Manage resource allocations on multiple projects and stay within budget and timeline
  • Provide accurate project effort estimates
  • Quantify project resource requirements
  • Measure and communicates proposed project benefits
  • Maintain and articulates a focus on results as a key driver for activity
  • Be enthusiastic, ambitious, determined, and confident to challenge, ensuring high levels of personal and service achievement
  • Have stamina and willpower to deliver results
  • Recognizes and celebrates success            

Knowledge Management - Ensures that the right information is provided to the right people at the right time to make the right decisions.  

     Able to:

  • Encourage knowledge exchange
  • Create a work environment that encourages creative thinking and innovation                                                                                                                                
  • Encourage staff to be open to developing new insights into situations and applying innovative solutions
  • Foster originality, flexibility, open exchange of ideas and reasonable risk taking                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                        

Conflict Management - Manages and resolves conflicts and disagreements in a positive and constructive manner in order to minimize adverse impact.

     Able to:

  • Identify and takes steps to prevent potential situations that could result in inappropriate confrontations
  • Establish a clear and compelling rationale for resolving the conflict
  • Collect information from relevant sources to understand the conflict                                                                                                                                                                
  • Objectively view the conflict from all sides
  • Stay focused on resolving the conflict and avoids personal issues and attacks                                                                                                                                        
  • Present and seek potential solutions or positive courses of action
  • Take positive action to resolve the conflict in a way that addresses the issue, dissipates the conflict, and maintains the relationship    

Problem Solving - Ability to problem solve through problem identification (what is the problem), solution assessment (what can be done), problem documentation (document for future) and problem response (implementing a solution).

Able to:

  • Anticipate problems and is proactive in addressing them                                                                                                                                                                                        
  • Generate a range of solutions and courses of action with benefits, costs, and risks associated with each
  • Provide innovative and creative solutions  

Accountability - Holds self and others accountable for measurable high-quality, timely, and cost-effective results.

Able to:

  • Establish criteria and/or work procedures to achieve a high level of quality, productivity, or service
  • Dedicate required time and energy to assignments or tasks to ensure that no aspect of the work is neglected
  • Overcome obstacles to completing tasks or assignments
  • Accept responsibility for outcomes (positive or negative) of one’s own work and that of their team 
  • Admit mistakes and refocuses efforts when appropriate
  • Provide encouragement and support to others in accepting responsibility; does not accept others’ denial of responsibility without questioning   
  • Promote established policies and procedures                                                                                                                                                                                                  
  • Create high levels of commitment and buy-in for results; holds others accountable for achieving the results 

Communication - Ability to communicate effectively across all levels.  

Able to:

  • Express oneself clearly in conversations and interactions with others                                                                                                                                                              
  • Express oneself clearly in business writing                                                                                                                                                                                                    
  • Plan and delivers oral and written communications that make an impact and persuade their intended audiences
  • Have a candid and direct conversation with others
  • Listen empathically to understand the needs and concerns of others before stating one's own opinion

Customer Focus - Ability to develop and maintain strong relationships with customers by listening to the customer, understanding and responding to their needs.

Able to:

  • Treat customers with courtesy, responding to requests in a timely manner, seeks feedback from customers to monitor satisfaction
  • Consider both short and long-term interests of the customer in making service decisions
  • Proactively identify and prioritizes customer needs
  • Create strategies and process to help with serving customers more effectively
  • Model, lead, train and motivate multiple levels of personnel to be excellent in customer service 
  • Develop and maintain customer relationships; builds trust and credibility
  • Deliver high quality products and services
  • Committed to continuous improvement
  • Actively and frequently seeks feedback from customers to identify ways to continuously improve customer service
  • Adept at defusing highly-charged situations while remaining calm and respectful
  • Establish highly effective relationships of trust and collaboration with customers
  • Work to eliminate barriers that interfere with providing outstanding customer service
  • Foster a customer-focused climate by constantly challenging peers and direct reports to “think like a customer”   

Decision-making - Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals.      

Able to:

  • Make decisions in difficult or ambiguous situations 
  • Take charge of a group when it is necessary to facilitate change, overcome an impasse, face issues, or ensure that decisions are made 
  • Consider the impact of decisions made before taking action
  • Use a factual approach to decision making by systematically collecting valid and reliable data
  • Propose options and viable solutions when faced with problems

Consultant - Able to provide extensive business and technical guidance.

     Able to:

  • Collaborate with technology and application owners to manage the Lifecycle of assets in the IT portfolio within domain expertise with broader knowledge of other domains
  • Collaborate with various RTS departments to evaluate designs and identify potential gaps or weaknesses early so they can be addressed within domain expertise integrating broader knowledge of other domains for medium to high complexity projects                                                                          
  • Translate business needs into Architecture requirements using domain expertise and broader knowledge of other domains for medium to high complexity projects 
  • Participate and provides leadership within domain expertise and broader knowledge of other domains for medium to high complexity projects in implementing systems and ensuring design is consistent and well integrated with existing conceptual, logical and physical architectures

 

 

Requirements

  • Bachelor’s degree in Computer Science, Engineering, or equivalent work experience in a related field required
  • 5+ years IT management experience supporting warehouse and/or office environments required
  • Experience managing field operations in a large enterprise environment preferred
  • Demonstrated expertise supporting the following technologies:
    • Microsoft Office products
    • Warehouse automation products (wireless access points, RF scanners, and label printers)
    • Various end user computing devices (PCs, Laptops, VDI, tablets, cell phones, and printers)
    • Basic WAN and network concepts, including the ability to troubleshoot issues to determine root cause analysis
  • Advanced operating knowledge of typical office equipment, such as CISCO VOIP telephones, copier, fax machine, E-mail, etc.
  • Experience delivering exceptional customer service, including the ability to work with people with varying technology competencies
  • Experience developing strategies, managing implementations, and/or providing support for application deployments
  • Experience performing IT installations, configurations, and troubleshooting computer hardware and software in accordance with IT Services standards
  • Ability to reach common ground and drive personnel toward ITIL best practices in a new and growth oriented environment
  • Strong verbal, written, and presentation skills
  • Ability to convey complex information to a broad audience
  • Demonstrated ability to manage multiple and significantly complex projects and assignments with high level of autonomy and accountability for results
  • Ability to understand and discuss technical concepts
  • Excellent level of analytical ability, communication, and interpersonal skills required to build relationships with team members and customers to solve problems and resolve issues
  • Experience managing geographically-dispersed teams, with ability to hire, lead, develop, and retain top talent
  • A team player with integrity, passion, initiative, and leadership ability
  • Strong blend of business and technical acumen
  • Self-starter with an ability to work independently under minimal supervision
  • Highly organized, multi-tasking capabilities, and commitment to detail
  • High degree of initiative and professionalism
  • Strong Microsoft Excel, Word, and PowerPoint skills

 

 

Application Process:  To be considered for this position, the candidate must submit their resume to recruiting@rsac.com and specify the title and requisition number for which they are applying in the subject line or body of the email.

We are an Equal Opportunity/Affirmative Action Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state or local law.
 
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for the position or to participate in an interview, please let us know. 
 
Reliance Steel & Aluminum Co. provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990.  Applicants who need accommodation in the job application process should contact Gabe Muñoz at (213) 576-2426 or e-mail 
gabriel.munoz@rsac.com to request an accommodation.

Posted: 2021-08-25 Expires: 2021-09-24

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Manager, Field Operations REQ# 984

Reliance Steel and Aluminum Co.
LOS ANGELES, California 90071

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