Equipment Service Operations Lead

7 days ago

Charlotte, North Carolina, United States Sunbelt Rentals Full time
Job Summary

**Central Service Operations Manager**

Sunbelt Rentals is seeking a highly skilled Central Service Operations Manager to oversee the overall operation of our service call center/dispatch operations. This is a key leadership role that requires a strong background in service operations, customer service, and team management.

Key Responsibilities
  • Develop and implement service operational procedures, policies, programs, systems, and training to ensure high-quality service delivery.
  • Maximize the value of equipment and service trucks by proactively managing preventative maintenance, repair, and safety bulletin processes.
  • Ensure customer service levels are held to district standards by monitoring and analyzing service quality metrics.
  • Recruit, hire, train, manage, and develop service technicians to ensure they have the necessary skills and knowledge to provide exceptional service.
  • Work with PC locations to achieve desired financial results, including profit and loss, by analyzing sales data and implementing strategies to improve revenue growth.
  • Oversee the design and delivery of service call center training programs to ensure that service technicians have the necessary skills and knowledge to provide exceptional service.
  • Monitor calls for service quality assurance and handle escalated concerns that fall outside the service technicians' scope.
Leadership
  • Coach employees to work together as a team and create a game plan for employees to follow.
  • Motivate employees through constant evaluation and review, setting clear and measurable objectives for the entire team.
  • Direct various service technicians in the service performance of equipment and facilitate high-level training to affected Shop Foreman/Service Managers.
Operations
  • Work closely with performance standard audits to identify PC weaknesses and address 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 and assist the Product Support Group in the service/safety bulletin program.
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, working 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.
  • Constantly analyze service call center flow to increase productivity and customer service levels.
  • Properly handle customer damage, including photos, notification to representatives and customers, damage letters, and follow-up to invoices.
  • Manage all after-hour service calls.
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, including aerial, dirt, and small tool equipment.
  • Good analytical ability to gather and interpret technical information and develop, recommend, and implement solutions.
  • Exceptional organizational skills, with the 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.

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