Central Services Manager

Sunbelt Rentals, Inc.•Chesapeake, VA

7d•$74,501 - $102,439•Onsite

About The Position

Sunbelt Rentals is seeking a Central Services Manager to oversee the operations of the service call center/dispatch. This role is responsible for managing the development and implementation of service operational procedures, policies, programs, systems, and training. The manager will maximize equipment and service truck value through proactive management of preventative maintenance, repair, and safety bulletins. They will ensure customer service levels meet district standards, recruit, hire, train, manage, and develop service technicians, and work with PC locations to achieve financial results. The position involves overseeing service call center training programs, monitoring calls for quality assurance, and handling escalated customer concerns. Leadership coaching, setting clear objectives, and adjusting staffing levels are key responsibilities. The manager will also direct service technicians, facilitate high-level training, assist with placement operations, and work with performance standard audits to address service-related issues. Human resource administration, including payroll and scheduling, is also part of the role. The manager will develop and monitor service quotas for volume and efficiencies, manage parts inventory, and assist the Product Support Group with the service/safety bulletin program. They will also identify manufacturers not meeting quality standards and assist in resolving disputes with vendors, maintaining a communication program for product issues.

Requirements

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.
Understanding and working knowledge of rental fleet application, performance capabilities, and mechanical concepts.

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.
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.
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.
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.
Assist customer 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 (photos, notification to rep and customer, damage letter, follow up to invoice).
Manages all after hour service calls.