Central Service Operations Manager

4 weeks ago

Charlotte, North Carolina, United States Sunbelt Rentals Full time

Job Summary

Sunbelt Rentals is seeking a Central Service Manager to oversee the operation of the service call center/dispatch operations. This role is responsible for managing the development and implementation of Service Operational procedures, policies, programs, systems, and training.

Key Responsibilities

  • 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.

Leadership

Coach employees to work together and create a game plan for employees to follow. Motivate through constant evaluation and review. Set clear and measurable objectives for the entire team. 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, including payroll, scheduling, and paperwork. 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, including prompt notification, continual monitoring, and follow-up correspondence with manufacturers.

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. Work in conjunction with the call center, operations manager, and dispatch operations.

Sales and Customer Service

Cultivate strategic customer relationships and ensure 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. Assist customers in determining their rental needs by applying product knowledge. Constant service call center flow analysis and updates to increase productivity and customer service levels. Proper procedures in regards to customer damage, including photos, notification to the representative and customer, damage letter, and follow-up to the invoice.

Qualifications

3 years of experience in the rental equipment or construction industries. 1 year of Equipment Shop Operations Management experience. 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.

Benefits

Sunbelt Rentals offers generous benefits, including health, dental, vision, life insurance, wellbeing, and a retirement plan with employer matching contributions in accordance with Sunbelt's plans, policies, and applicable agreements.

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