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Central Services Manager

3 months ago

Sugar Grove, United States Sunbelt Rentals Full time

**Join Our Team**

Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition.

We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees.

As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding career, we invite you to review our opportunities

**Job Description Summary**

Central Services Manager

Are you seeking an entrepreneurial, empowering workplace that allows you to:

- Develop a career track
- Leverage your current skills while developing new skills
- Work with an incredible team of people

Sunbelt Rentals-the fastest growing rental business in North America-is seeking a Central Services Manager. The Central Service Manager is responsible for the overall operation of the service call center/dispatch operations.

DUTIES & 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

Overseeing the design and delivery of service call center training programs

Monitoring calls for service quality assurance,

Handling escalated concerns that fall outside the service technicians

Leadership

Coach employees to work together and able to create a game plan for employees to follow. Motivates through constant evaluation and review.

Set clear and measurable objectives for 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 the affected Shop Foreman/Service Managers as well as assisting with placement

Operations

Work closely with performance standard audits to assist in identifying PC’s weaknesses and address the service related issues

Manage human resource administration (payroll/scheduling/paperwork, etc.)

Manage and direct all aspects of incoming service and preventative maintenance of equipment

Develops and monitors service quotas for volume and efficiencies

Manage parts inventory

Assist the Product Support Group in the service/safety bulletin program including prompt notification, continual monitoring, and follow-up correspondence with manufacturers.

Assist in Identifying manufacturers who are not able to meet established quality standards.

Assists Product Managers in resolving quality, safety, and claim disputes with vendors.

Maintain a communication program to communicate and record product issues throughout organization and product vendors.

Business Acumen

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

Works in conjunction with call center, operations manager, and dispatch operations

Sales and Customer Service

Cultivates strategic customer relationships and ensures that the customer perspective is the driving force behind all value added business activity

Promote and ensure fluid communication between service departments and operational management

Constant service call center flow analysis and updates to increase productivity and customer service levels

Proper procedures in regards to customer damage (photos, notification to rep and customer, damage letter, follow up to invoice)

Manages all after hour service calls

QUALIFICATIONS

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, recommends, and implements solutions.

Exceptional organizational skills. Ability to make good decisions and manage several processes in a fast-paced environment.

The physical demands of this role require bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required by the job. The above description is not a complete listing