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Central Service Operations Manager

2 months ago

Charlotte, North Carolina, United States Sunbelt Rentals Full time
Job Title: Central Service Manager

Description

Sunbelt Rentals is seeking a highly skilled Central Service Manager to lead our service call center and dispatch operations. As a key member of our team, you will be responsible for developing and implementing service operational procedures, policies, programs, systems, and training.

Key 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 preventative maintenance, repair, and safety bulletin processes.
  • 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, including profit and loss.
  • Oversee the design and delivery of service call center training programs.
  • Monitor calls for service quality assurance and handle escalated concerns that fall outside the service technicians' scope.
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 equipment.
  • Facilitate high-level training to affected Shop Foremen/Service Managers and assist with placement.
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 efficiency.
  • 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.
  • Constantly analyze and update service call center flow to increase productivity and customer service levels.
  • Properly handle customer damage, including photos, notifications, and follow-up correspondence.
  • Manage all after-hour service calls.

Requirements:

  • 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 and ability to make good decisions in a fast-paced environment.
  • Understanding and working knowledge of rental fleet application, performance capabilities, and mechanical concepts.

Physical Demands:

  • Bending, squatting, crouching, reaching, and lifting 50 pounds or more.
  • Working indoors and outdoors as required by the job.

Equal Opportunity Employer:

Sunbelt Rentals is an equal opportunity employer and welcomes applications from diverse candidates.