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Equipment Service Coordinator

2 months ago

Charlotte, North Carolina, United States Sunbelt Rentals Full time

Position Overview

As a pivotal member of our team, the Central Services Manager will oversee the comprehensive management of our service call center and dispatch operations. This role is designed for individuals who thrive in a dynamic environment and are eager to contribute to the growth of our organization.

Key Responsibilities

  • Develop and implement operational procedures, policies, and training programs to enhance service efficiency.
  • Optimize the utilization of equipment and service vehicles through effective maintenance and safety protocols.
  • Ensure that customer service standards are consistently met across all operations.
  • Recruit, train, and mentor service technicians to foster a high-performing team.
  • Collaborate with various locations to achieve financial objectives, including profit and loss management.
  • Design and facilitate training programs for service call center staff.
  • Monitor service quality through call evaluations and address escalated customer concerns.

Leadership

In this role, you will:

  • Guide team members to work collaboratively and establish clear objectives.
  • Evaluate staffing needs to ensure operational demands are met.
  • Direct service technicians in maintaining equipment performance.
  • Provide advanced training to Shop Foremen and Service Managers.

Operational Management

Your responsibilities will include:

  • Conducting performance audits to identify and rectify service-related issues.
  • Managing human resources functions, including payroll and scheduling.
  • Overseeing all aspects of service and preventative maintenance operations.
  • Establishing service quotas to monitor performance and efficiency.
  • Managing parts inventory and coordinating with the Product Support Group on safety bulletins.

Business Insight

Utilize service reports to:

  • Set strategic goals and develop actionable plans.
  • Engage in decision-making processes at all levels of the organization.
  • Collaborate effectively with call center and operations management.

Customer Relations

In this capacity, you will:

  • Build and maintain strategic relationships with customers, ensuring their needs drive our business activities.
  • Facilitate communication between service departments and operational management.
  • Assist customers in identifying their rental requirements through expert product knowledge.
  • Analyze service call flow to enhance productivity and customer satisfaction.
  • Manage after-hours service calls to ensure continuous support.

Qualifications

The ideal candidate will possess:

  • A minimum of 3 years of experience in the rental equipment or construction sectors.
  • At least 1 year of management experience in equipment shop operations.
  • Extensive knowledge of construction equipment, including aerial and small tools.
  • Strong analytical skills for interpreting technical information and implementing solutions.
  • Exceptional organizational abilities and decision-making skills in a fast-paced environment.
  • Physical capability to meet the demands of the role, including lifting and working in various environments.

Sunbelt Rentals is committed to diversity and inclusion in the workplace and encourages applications from all qualified individuals.