Central Services Manager

Sunbelt Rentals • San Diego, CA

68d • $69,872 - $96,074

About The Position

Sunbelt Rentals strives to be the customer's first choice in the equipment rental industry. From pumps to scaffolding to general construction tools, we aim to be the only call needed to outfit a job site with the proper equipment. Not only do we offer a vast fleet that ranks among the best in the industry, we pair it all with a friendly and knowledgeable staff. Our employees are our greatest asset, and although we present a comprehensive equipment offering, our expertise and service are what truly distinguish us from the competition. We pride ourselves on investing in our workforce and offer competitive benefits, as well as extensive on-the-job training for all eligible employees. As a highly successful national company, we are constantly looking for talented individuals to support our growth. If you are interested in pursuing a rewarding career, we invite you to review our opportunities! The Central Service Manager is responsible for the overall operation of the service call center/dispatch operations.

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, 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.

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.
• 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.
• Coach employees to work together and create a game plan for employees to follow.
• 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.
• 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.
• Develop and monitor service quotas for volume and efficiencies.
• Manage parts inventory.
• Assist the Product Support Group in the service/safety bulletin program.
• Assist in identifying manufacturers who are not able to meet established quality standards.
• Assist 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.
• 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.
• Manage all after hour service calls.

Benefits

• Health, Dental and Vision plans
• 401(k) Match
• Volunteer time off
• Short-term and long-term disability
• Accident, Life and Travel insurance, as well as flexible spending
• Tuition Reimbursement Options
• Employee Assistance Program (EAP)
• Length of Service Awards
• 12-25 vacation days depending on years of service
• 5 sick days
• 6 holidays
• 2 half day holidays
• 2 floating holidays
• 1 inclusion day
• 1 volunteer day

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Rental and Leasing Services
• Number of Employees: 5,001-10,000 employees