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About the Role

The Central Service Manager is responsible for the overall operation of the service call center/dispatch operations. This role offers an entrepreneurial, empowering workplace where you can develop a career track, leverage and develop new skills, and work with an incredible team.

Responsibilities

• Manage the development and implementation of Service Operational procedures, policies, programs, systems and training.
• Maximize the value of equipment and service trucks by proactively managing the preventative maintenance, repair and safety bulletin process.
• Ensure customer service levels are held to district standards.
• Recruit, hire, train, manage and develop service technicians.
• Work with PC locations to achieve desired financial results for location including profit and loss.
• Oversee the design and delivery of service call center training programs.
• Monitor calls for service quality assurance.
• Handle escalated concerns that fall outside the service technicians.
• Coach employees to work together and create a game plan.
• Motivate through constant evaluation and review.
• Set clear and measurable objectives for the entire team.
• Review and adjust staffing levels to assure the needs of the store and customers are met.
• Direct various service technicians in the service performance of the equipment.
• Facilitate high-level training to affected Shop Foreman/Service Managers and assist with placement.
• Work closely with performance standard audits to assist in identifying PC weaknesses and address service-related issues.
• Manage human resource administration (payroll/scheduling/paperwork, etc.).
• Manage and direct all aspects of incoming service and preventative maintenance of equipment.
• Develop and monitor service quotas for volume and efficiencies.
• Manage parts inventory.
• Assist the Product Support Group in the service/safety bulletin program.
• Assist in identifying manufacturers who are not able to meet established quality standards.
• Assist Product Managers in resolving quality, safety, and claim disputes with vendors.
• Maintain a communication program to communicate and record product issues throughout the organization and with product vendors.
• Utilize service call center reports to set goals, develop strategies, and determine what influences the service aspects of the business.
• Engage in business decision making at every level.
• Work in conjunction with call center, operations manager, and dispatch operations.
• Cultivate strategic customer relationships and ensure the customer perspective is the driving force behind all value-added business activity.
• Promote and ensure fluid communication between service departments and operational management.
• Assist customers in determining their rental needs by applying product knowledge.
• Analyze service call center flow and update to increase productivity and customer service levels.
• Follow proper procedures regarding customer damage (photos, notification to rep and customer, damage letter, follow-up to invoice).
• Manage all after-hour service calls.

Requirements

• 3 Years in the rental equipment or construction industries.
• 1 Year of Equipment Shop Operations Management.
• Extensive knowledge of construction equipment required (aerial, dirt, small tool, etc.).
• Good analytical ability to gather and interpret technical information and to develop, recommend, and implement solutions.
• Exceptional organizational skills.
• Ability to make good decisions and manage several processes in a fast-paced environment.
• Understanding and working knowledge of rental fleet application, performance capabilities, and mechanical concepts.
• Physical demands require bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required.
• Reasonable accommodations may be made to comply with applicable laws.

Skills

• Construction equipment knowledge
• Analytical ability
• Organizational skills
• Decision making
• Process management
• Rental fleet application
• Performance capabilities
• Mechanical concepts
• Customer relationship management
• Communication
• Product knowledge

Location

• National

Work Type

• Full-time

Experience Level

• Management

Salary/Compensations

• $85,676.00 - $117,804.50

Benefits

• Competitive benefits
• Extensive on-the-job training
• Health, Dental and Vision plans
• 401(k) Match
• Volunteer time off
• Short-term and long-term disability
• Accident, Life and Travel insurance
• Flexible spending accounts
• Tuition Reimbursement Options
• Employee Assistance Program (EAP)
• Length of Service Awards
• 12-25 vacation days
• 5 sick days
• 6 holidays
• 2 half day holidays
• 2 floating holidays
• 1 inclusion day
• 1 volunteer day

About the Company

• Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry.
• We offer a vast fleet that ranks among the best in the industry, paired with friendly and knowledgeable staff.
• Our employees are our greatest asset, and our expertise and service distinguish us from the competition.
• We pride ourselves on investing in our workforce.
• Sunbelt Rentals is the fastest growing rental business in North America.
• Sunbelt Rentals supports service members.
• Veterans encouraged to apply.

Equal Opportunity

• Sunbelt Rentals is an Equal Opportunity Employer — Minority/Female/Disabled/Veteran and any other protected class.