Terminal Manager Resume Sample

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Aurore Smitham
558 Morissette Wells,  Boston, MA
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Work Experience

Terminal Manager
08/2015 - PRESENT
Los Angeles, CA
  • Directs the repackaging and distribution of company products at the lowest cost consistent with established standards of quality and quantity
  • Develops and monitors schedules to insure that completed products are shipped on time, and in accordance with customer expectations
  • Reading, speaking, and writing English proficiently
  • Adapt to changing schedules or job priorities and requirements
  • Operational and managerial knowledge of Defense Fuel Support Points (DFSPs)
  • Operational and managerial knowledge of Airfield Servicing Operations
  • Operational and managerial knowledge of SRM-E and MILCON processes
  • Understanding and communicating with a culturally diverse workforce
Assistant Terminal Manager
10/2011 - 03/2015
Dallas, TX
  • Different shifts as assigned in a 24 hour/7 days a week operation (incl working weekends)
  • Wear protective equipment (such as welding shields, hard hat, hearing protection)
  • Assists the Terminal Manager in administering the terminal and provides direction to all terminal employees in his absence
  • Monitors production schedules to insure that products are shipped on time, and in accordance with customer and ADM specifications
  • Works with all divisions of the company in establishing and carrying out responsibilities
  • Stay current with HACCP requirements
  • Partners with the Sales department, and Customer Support to develop a customer-centric strategy for the terminal that promotes strategic growth, customer retention and customer satisfaction
Intermodal Terminal Manager
11/2007 - 06/2011
Dallas, TX
  • Champions the facility’s efforts to create and sustain a workforce with a passion to satisfy customers through the development of leaders at every level and focusing the team on meeting or exceeding service goals
  • Consistently communicates service and operational goals to the team and advises results
  • Promotes a value added growth strategy within the terminal through the effective use of enhanced service offerings, time based service offerings and an effective W&I strategy
  • Coaches and facilitates the development of an empowered and high performance work environment throughout the terminal
  • Coaches and facilitates orientation, training and education to all levels throughout the terminal to improve performance, quality and efficiency while encouraging the team to establish boundaries for decision-making vs. managing by task assignment
  • Assess the impact of our operations on the surrounding communities and plan to minimize issues such as noise, traffic, vehicle accidents, and unpleasant odors
  • Good knowledge of Health & Safety Legislation and practices


University of Texas at Brownsville
2003 - 2007
Bachelor's Degree in Business

Professional Skills

  • Demonstrated leadership, analytical capability, strong communication skills (oral and written) and excellent organizational skills
  • A strong sense of customer service and urgency, troubleshooting and problem solving skills
  • Excellent communication skills; very comfortable with oral presentation and public speaking. Bilingual in French and English required
  • Excellent communication skills; very comfortable with oral presentation and public speaking
  • Exceptional leadership skills, including the ability to effectively get things done through others, lead by example, coach, and support staff and other leaders
  • Good organizational skills and ability to multi-task and properly set priorities
  • Computer skills including the Microsoft Suite and preferably, AS400

How to write Terminal Manager Resume

Terminal Manager role is responsible for leadership, computer, interpersonal, customer, microsoft, english, training, retail, credit, recruiting.
To write great resume for terminal manager job, your resume must include:

  • Your contact information
  • Work experience
  • Education
  • Skill listing

Contact Information For Terminal Manager Resume

The section contact information is important in your terminal manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:

  • First and last name
  • Email
  • Telephone number

Work Experience in Your Terminal Manager Resume

The section work experience is an essential part of your terminal manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous terminal manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular terminal manager position you're applying to. The work experience section should be the detailed summary of your latest 3 or 4 positions. Representative Terminal Manager resume experience can include:

  • Excellent planning, prioritizing, and organizational skills with attention to detail
  • Excellent planning, prioritizing and organization skills
  • Effective oral and written communication skills, including the ability to lead meetings
  • Proven experience managing a high performing team
  • Work in a matrix environment; organize and prioritize work as priorities shift while generating solutions to new challenges
  • Prior experience in a bulk handling facility

Education on a Terminal Manager Resume

Make sure to make education a priority on your terminal manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your terminal manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.

Additional details to include:

  • School you graduated from
  • Major/ minor
  • Year of graduation
  • Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.

Professional Skills in Terminal Manager Resume

When listing skills on your terminal manager resume, remember always to be honest about your level of ability. Include the Skills section after experience. Present the most important skills in your resume, there's a list of typical terminal manager skills:

  • Good communication, management and leadership skills required
  • Effective written and oral communication skills with internal and external customers at all levels within the organization on a daily basis
  • Demonstrated ability to prioritize and organize responsibilities in fast-pace culture
  • General computer skills - Microsoft Office, Outlook, Mc Leod
  • Strong OE background. Strong fluency in LPS & Incident Investigation
  • Proficient PC Skills; MS Outlook, MS Word, MS Excel, MS PowerPoint and other Office Suite general products

List of Typical Experience For a Terminal Manager Resume


Experience For Assistant Terminal Manager Resume

  • Excellent ability to effectively communicate, both verbally and in writing, in English
  • Proven experience in P&L understanding and management
  • Manage multiple tasks along with problem solving and organizational skills
  • Prior experience in a bulk/liquid handling facility
  • Effectively utilize MAXIMO, Galahad, Top Tech, and other KM computer applications to manage the respective functional areas
  • Ensure the operational success of the terminal by proactive planning and effectively managing facility operations
  • Accept direction and work effectively & cooperatively with other people

Experience For Fuels Terminal Manager Resume

  • Conducts inventory, supports quality surveillance, and prepares and validates inventory & accounting documentation using BSM-E computer software and hardware
  • Demonstrated understanding of and concern for safety, environmental and business controls
  • Experience using Microsoft Office Software (Word, Excel, PowerPoint, and Outlook)
  • Operations management experience supervising a staff required
  • Have experience in and be capable of various types of petroleum sampling of storage tanks, trucks, and fill stands
  • Oversees management effectiveness, administrative/LAN procedures, FISC accounting procedures, operators’ performance and quality assurance procedures

Experience For Intermodal Terminal Manager Resume

  • Demonstrated ability to lead and supervise/manage employees
  • Experience of a Terminal/Refinery environment
  • Demonstrable leadership: proven ability to lead people and get results
  • Strong sense of leadership with the ability to impact and influence others
  • Proven ability to work within a team based work environment

Experience For Area Terminal Manager Resume

  • Oversight responsibility for non-operated joint venture facility as per business requirements
  • Uccessful operations leadership experience
  • Three (3) or more years successful operations and/or sales experience
  • Bulk depot and road transport operations experience desired
  • Five (5) or more years’ successful operations and/or sales experience
  • Experience advantageous
  • Supervisory experience in any field
  • Solid knowledge of PC systems and related applications

Experience For Truck Terminal Manager Resume

  • Working day and night shifts including weekends and holiday
  • Providing input on maintenance plans and ensure compliance with planned work activities and schedules
  • Ensure state and local compliance by complying with permitting and zoning requirements
  • Create onboarding strategies for recruiting contractors, setting expectations and overall contractor retention
  • Foster safe handling, loading, unloading, and storage of Customer products
  • Assist in monitoring fuel purchases; insure fuel usage, and ordering fuel as needed by leased trucks to be submitted to accounting
  • Keep terminal competitive and efficient by meeting or exceeding cost and productivity targets
  • Assist QHSSE manager with maintaining a safety culture and assuring DOT Compliance
  • Promote future development of company by attending safety, VA Trucking Association and trade show meetings

Experience For Fertilizer Terminal Manager Resume

  • Responsible for setting the expectations for the terminal and directing the culture for all employees at the terminal
  • Lead Terminal and company communications by conducting monthly Driver Meetings and via daily ongoing open communication, feedback, and follow up
  • On-call after normal working hours due to the 24-hour work of the National Scheduling Center required
  • Drive efficiency throughout the facility by increasing productivity and controlling costs
  • Takes lead in assuring performance of daily maintenance and troubleshooting, heavy equipment, rail cars, crane problems and directs repairs
  • Coordinate the inspection, maintenance, repair, and painting of the facility’s storage tanks and piping to CITGO’s standards
  • Coordinate the inspection, maintenance, repair, and painting of the facility’s storage tanks and piping to CITGO’s

Experience For CLI Assistant Terminal Manager Resume

  • The noise level in the work environment can vary according to the task
  • Physical ability to frequently move throughout the office building to review status of facilities operations
  • Establish and maintain a safe working environment
  • Schedule inbound deliveries, manage ship and rail off-loading to meet time constraints
  • Maintain plant and equipment in reliable working order
  • Connects lines and grounding wires to tank trucks
  • Inventory and accounting functions
  • Performs general housekeeping and grounds maintenance for assigned areas

Experience For CLI Terminal Manager Resume

  • Ensure all work is performed according to Forward Air approved procedures, standards, and specifications for dock operations and deliveries
  • Focus on contractor development: organic growth through cross-training
  • Ensure accurate daily asset reporting: Forklifts, Scanners, Load Bars, dollies, hand trucks and totes
  • Coordinate field issues with Field Trucking Supervisors and Area Manager
  • Maintain and foster a positive culture for assigned location(s) while ensuring the safe , efficient, and dependable delivery of product to our customers
  • Ensure Driver scheduling meets business needs
  • Ensure safe operating standards are in place throughout the facility in order to eliminate personal injury and property damage
  • Tracks and directs train movements – responsible for the Ordering / Release of trains between terminals

Experience For Grain Terminal Manager Resume

  • Responsible for the purchasing and reconciliation of supplies / spare parts
  • Work closely with JBS Carriers customers to assure service expectations are being met
  • Set clear expectations with Statewide personnel (company and contract) regarding SHE performance
  • Assist in signing up and insure operators adhere to the requirements of lease contracts
  • Assist in Set up schedule for the following days

Experience For CLI Terminal Manager Unassigned Resume

  • On-call after normal working hours due to the 24-hour work of the National Logistics Center required
  • Contribute to solutions and initiate action plans as identified in Marketing’s Terminal By Terminal (TBT) action plans
  • Resolve Special Condition Report’s involving distribution issues
  • Completed Fuels Manager Defense, Terminal Manager/Responsible Officer training
  • A holistic understanding of supply chain management and production management
  • Knowledge of logistics planning
  • Implement, maintain and monitor Environmental Health Safety programs to meet all corporate and governmental regulations surrounding the Grain Terminal location
  • Work well with others and as part of a team

List of Typical Skills For a Terminal Manager Resume


Skills For Assistant Terminal Manager Resume

  • Teamwork mentality, with strong active listening and communication skills
  • Interpersonal Skills- Focuses on solving conflict; maintains confidentiality; keeps emotions under control
  • Prior experience in running liquid tank farm operations
  • Prior experience managing customer relationships as it relates to quantitative service management
  • 5 to 10-years management experience in the freight industry or applicable management experience
  • Terminal operations management experience or equivalent experience required

Skills For Fuels Terminal Manager Resume

  • Above average computer skills required
  • Experience in developing, implementing and successfully managing operating budgets
  • Proven track record of managing an hourly workforce in an industrial setting
  • Four (4) years of experience in a supervisory/leadership role of terminal operations, refining process, chemical facility or heavy industrial environment
  • Ten (10) years’ experience working in the fuels field
  • Experience in Terminal Operations to include: customer service, employee supervision, managing budgets

Skills For Intermodal Terminal Manager Resume

  • Fluent in Chinese speaking and commercial written skill
  • Posses and maintain a valid driver’s license, and driving record satisfactory to the company
  • Background and 7 - 10 years of experience in the bulk liquid terminal industry with blending and pipeline operations
  • Posses and maintain a valid driver’s license, and driving record satisfactory to the company policy
  • At least four (4) years of experience working in Fuels is required
  • Management experience, preferably in the construction materials manufacturing industry

Skills For Area Terminal Manager Resume

  • Marine shipping experience
  • Plan, manage and operate the facility within budgets with continuously improving its performance
  • Previous heavy equipment experience
  • Proven ability to manage, lead, develop, motivate and train terminal personnel
  • Analytical Design – Demonstrates attention to detail
  • Supervisory experience in Logistics, Transportation, or Supply Chain Management
  • Experience in operational logistics (e.g. tank terminal environment) and/or operations
  • Good knowledge of applicable country and local regulations
  • Good knowledge of ISO 22000, HACCP and GMP

Skills For Truck Terminal Manager Resume

  • Maintain a good working relation with lease operators
  • Proven ability to utilize spreadsheets and ERP systems to manage operations
  • Maintain good relation with Plant Managers and Ready-Mix Personnel
  • Project and subcontractor management experience required
  • Background and 5 - 10 years of experience in the bulk liquid terminal industry

Skills For Fertilizer Terminal Manager Resume

  • Experience with cement or similar terminal operations
  • The ability to lead and reinforce a strong culture of workplace safety
  • Assess the viability and cost of current operations and project future costs to operate and maintain them to the standards established by CITGO
  • Directly related experience
  • Sales and service experience helpful
  • Working with the engineering support team to provide operations and maintenance input on the design of plant equipment, monitoring, and control systems
  • Supporting development of maintenance procedures in conjunction with engineering, maintenance and projects

Skills For CLI Assistant Terminal Manager Resume

  • Displaying leadership and guidance in the management of change process
  • Supervising site staff, visitors and customers
  • Providing after hours on-call support on a rotational basis
  • Supporting other operational areas in Canada on an as-needed basis
  • Talent for managing, coaching and developing an international team
  • A loading master contractor (+/- 5 fte) to supervise vessel and barge loading and unloading at the (sea)jetty

Skills For CLI Terminal Manager Resume

  • Ensure timely and efficient product loading/unloading (rail, truck, barge)
  • Work with sales, marketing, and supply to coordinate Loading and unload of product
  • Manage capital expenditure planning: review and monitor to meet company standards and stay within approved spending limits
  • Work with sales, marketing, and supply to increase market share with both new and existing accounts
  • Monitor pricing and rack activity at CITGO and competitor terminals and communicate noteworthy information to CITGO’s pricing analysts
  • Capital expenditure planning: review and monitor to meet company standards and stay within approved spending limits
  • Manage vessel tug, barge switching and fleeting operations
  • Ensure timely and efficient product loading / unloading (rail, truck, barge)

Skills For Grain Terminal Manager Resume

  • Successful completion and passing of company pre-employment background check, drug screen and other related testing
  • All vessel and truck unloading and loading activities (throughput: +/- 700.000 ton per year)
  • Site services like site cleaning and warehousing
  • A day shift operator for site cleaning and warehousing activities and
  • Ensure Timely processing of receipts, blends and shipments at the warehouse, maintain inventory accuracy
  • Implement, maintain and monitor Environmental Health Safety programs to meet all corporate and governmental regulations surrounding the CN Terminal location
  • Provide a safe and environmentally sound working environment for our terminal employees
  • Ensure Timely processing of receipts, blends and shipments at OPI's, invoice suppliers for throughput, inventory accuracy (resolve inventory recon issues)
  • Stock and operational control including interface with all Supply Points and Road Delivery Contractors

Skills For CLI Terminal Manager Unassigned Resume

  • Facilitation and development of customer relations and service using a quantitative, quality based approach
  • Promotes and develops safe work behaviors. Provides coaching to reduce injuries and vehicle accidents in an effort to exceed safety targets
  • Develops training tools to support Airgas Merchant Gases safety initiatives
  • Ensures sufficient driver staffing levels through recruitment and retention strategies
  • Manages driving associates in their delivery of cryogenic gases
  • Presents and tracks safety and quality required training
  • Provide structure and planning to meet the terminal and regional goals
  • Pass and maintain respirator fit test according to company policy
  • Complete HAZ-MAT, DOT, Confined Space, and Lockout/Tagout training

List of Typical Responsibilities For a Terminal Manager Resume


Responsibilities For Assistant Terminal Manager Resume

  • Works with The Pacific Maritime Association (PMA) employer’s association on labor relations issues; attends labor relations meetings, participating and representing Kinder Morgan in committees and working groups
  • Serve as project manager for on-site construction projects; representing Kinder Morgan’s interests in infrastructure, assets, as well as safety and environmental permit compliance
  • Assume the responsibility of Facility Security Officer (FSO) in association with the port’s requirement; serve as the person-in-charge (PIC) for all coordination and communication with the USCG, to include drills and exercises
  • To operate company’s Safe System of Work system effectively
  • Excellent customer service skills and the ability to interact well with individuals at all levels
  • Operate a computer for most of the workday in a Windows based environment and other office equipment
  • Conducting all business in a professional and ethical manner, communicating in a clear and timely fashion and providing accurate information and records
  • Responsible for setting the expectations for the terminal and directing the culture for all employees at the Chicago terminal
  • Manage P&Ls to preserve operating margins and achieve EBITDA Targets

Responsibilities For Fuels Terminal Manager Resume

  • Achieve 95% accuracy in forecasting (final week to actual)
  • Establish 72 hour planning cycle (review last 24, confirm current 24, forecast next 48)
  • Manage direct reports including, operations management staff, customer service and maintenance
  • Organize and track information according to customer demands
  • Monitor operations to ensure compliance with OSHA regulations for safety and health while maintaining environmental stewardship. Productivity & Efficiency
  • Directly supervise terminal management staff
  • Supports Superintendent positions as needed in order to maximize the terminal’s efficiency inclusive of covering leaves of absence/vacations/illness including working occasional weekend shifts
  • Develop KPI’s that track the terminals performance using the information to keep all team members abreast of the terminals performance
  • Supports sales efforts to achieve quota attainment by maintaining contact with the facility’s customer care team and by establishing relationships with customers

Responsibilities For Intermodal Terminal Manager Resume

  • Other functions as assigned by the Director and General Manager
  • Weekly Payroll, Schedules and discipline/policy enforcement
  • Provide direct supervision to six Terminal Operators
  • Identify and establish expectations in an employee/employer relationship
  • The employee is frequently exposed to high, precarious places and risk of electrical shock. The noise level in the work environment is usually loud
  • The ability to accept after-hour callouts and weekend duty in rotation
  • The Perth Amboy Terminal houses 3.5 million barrels of petroleum and chemical storage for more than 25 contracted customers. It’s modes of operation include rail, truck, pipeline, and vessel. There are approximately 60 employees reporting up through the Terminal Manager
  • The Carteret Terminal houses 7.8 million barrels of petroleum and chemical storage for more than 30 contracted customers. It’s modes of operation include rail, truck, pipeline, and vessel. There are approximately 140 employees reporting up through the Terminal Manager

Responsibilities For Area Terminal Manager Resume

  • Manage the facility’s hiring process by hiring the best-qualified applicants and by ensuring compliance with company and government regulations
  • Support sales efforts to achieve quota attainment by maintaining contact with the facility’s customer care team and by establishing relationships with customers
  • Ensuring safety for all parties working at site – an active leader is required in this area
  • Learning and adhering to all internal and industry standards of business conduct
  • Effective and safe management of the operations and customer service functions including coordination and scheduling of job assignments, development and implementation of operating procedures, adherence to budgetary constraints, EH&S compliance and quality assurance
  • Actively participate and champion efforts of the SQE process. Maintain and manage variance log
  • Effectively manage the quality control for responsible functional groups. This includes but is not limited to the clear definition of requirements; effective measurement for compliance; identification of non-conformances; development and implementation of corrective actions; the development and implementation of continuous improvement initiatives

Responsibilities For Truck Terminal Manager Resume

  • Maintain an effective workforce through performance management, hiring, salary administration, in-house training program, employee development, coaching and utilization of contract services
  • Participate in the development of the operating and capital budgets and effectively manage operations consistent with budgetary goals. Develop and implement efficiency and cost saving initiatives
  • In conjunction with the continuous improvement process, personally conduct field and operational audits and MBWA to measure performance versus expectations. Identify gaps, root causes and implement corrective actions
  • Manage the Emergency Response Team function including training, routine meetings, exercises, drills, equipment, and procedures
  • Manage, lead and actively participate in the customer audit process, KM internal audit process and the Responsible Care process
  • Follow all Kinder Morgan Policies and Procedures

Responsibilities For Fertilizer Terminal Manager Resume

  • Supervision of Operations Manager(s), Operations Superintendent (s), Operations Supervisor(s), Customer Service Supervisor(s), Operator(s), Customer Service Representative(s)
  • To conduct the daily operations and maintenance of the Terminal in a safe, cost effective and environmentally sound manner according to the established procedures and controls
  • Interact with both JFT Supply Groups to ensure an effective shipping schedule
  • Stand in for Terminal Manager as required
  • Ensure all documentation relevant to Terminal Management System is maintained in an accurate and easily obtainable fashion
  • Partner with sales to develop a strategy for the service center that promotes strategic business growth, customer retention, customer satisfaction/confidence and improve customer relations through the effective presentation of our services and the development of partnerships
  • Manage the facility hiring process by hiring the best qualified applicants and by ensuring compliance with company and government regulations. Select, train, motivate, and discipline terminal employees
  • Review and analyze expenditure, financial and operations reports to determine requirements for increasing profits and improving processes. Prepare recommendations on findings for regional management evaluation. Prepare facility budget and monitor monthly variance

Responsibilities For CLI Assistant Terminal Manager Resume

  • Maintain working relationship with Union Local
  • Responsible for the receipt, storage, internal handling, and shipment of petroleum products via all modes of transportation, to include ocean tanker, barge, truck pipeline, and aircraft refueling systems
  • Manage the operations and maintenance of bulk petroleum storage service tank systems, the interconnected pipelines, receipt headers, fill stands, direct aviation fuel servicing equipment service stations (manual/automated), and the maintenance and upkeep of pier facilities, environmental systems, and grounds maintenance
  • Interface with the operational activities at the location to maintain excellent communications with regard to upcoming exercises, logistical maneuvers, and other activities to ensure contractual requirements are met
  • Coordinates training and development of the personnel under his or her supervision in line with the training curriculum
  • Define capital requirements, tank, piping, rotating equipment and general maintenance inspection plans
  • Ensure compliance with OE/HES standards, Safe Work Practices and standard operating procedures by all personnel under his or her supervision
  • Perform frequent OE walkabouts (facility and work-related). Drive the safety meeting content

Responsibilities For CLI Terminal Manager Resume

  • Plan and schedule site activities to optimize resources and facilities to meet the Performance Work Statement specifications
  • Ensure that personnel maintain required safety training and perform their functions meeting prescribed safety standards, maintaining compliance with contract language. Document as required
  • Perform all necessary supervisory functions to effectively and efficiently manage the workforce assigned, communicating performance expectations, areas of accountability, training requirements, and feedback to employees on a regular basis
  • Organize and responsible for all authority’s onsite inspection and coordination for providing resolution and feedback on all audit findings
  • As key focal point on terminal related licenses and permits application/renewal

Responsibilities For Grain Terminal Manager Resume

  • Develop license and permits register
  • Develop and maintain close working relationship with local Government authorities, JV partners and manage all interfaces with other Shell Business units as required
  • Establishes operating procedures for incoming shipments, indicating storage tanks and warehouse facilities to be used
  • Oversees all day to day production plant and terminal operations, including budgets, safety, inventory control, expenditures and asset requests
  • Coordinates logistics of product delivery to terminals by handling distribution of products stored and loaded in and out of the terminals
  • Assists in formulating policies for distribution of products where applicable
  • Supervises terminal personnel and procedures
  • Helps in movement of barges and rail, as applicable to location
  • Manage day to day operational activities including product receipts, transfers, loading rack operations, tank field operations, quality control, routine maintenance, operational excellence (OE) / health environment and safety (HES), stock control and reconciliation consistent with safe, reliable and efficient operations

Responsibilities For CLI Terminal Manager Unassigned Resume

  • Ensure daily execution and balancing of stock in compliance with the global stock control standard, SAP, EDI and FuelFACS policies and procedures
  • Direct execution of terminal strategy and provides interface with external stakeholders including government and regulatory bodies, transnet pipelines, national key point, as well as all internal stakeholders, sales channels, value chain optimization, security, finance, procurement, IT and HR
  • Strong leadership skills in operational excellence, people development, and being customer focused
  • Strong drive for results and ability to lead change
  • Perform personnel evaluations for direct reports
  • Responsible for execution of routine maintenance activities including the prioritization of work on a daily basis in support of reliability and cost management efforts
  • Steward the loss prevention system in line with the protocol by ensuring that terminal personnel conduct adequate observations and that action items are completed on a timely basis

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