Rental Exchange Supervisor - 2nd Shift (Onsite)

RTX•Cedar Rapids, IA

19d•Onsite

About The Position

We are seeking a highly motivated, results-driven Rental Exchange Supervisor to lead and coach the off-shift Rental Exchange response team. This is a hands-on, working manager role, with the expectation that the manager will actively support order intake, case management, and issue resolution alongside the team while providing leadership coverage. In this role, you will be responsible for meeting response time and service level metrics, ensuring adequate staffing and coverage during off-shift hours, and serving as a subject matter expert for issue resolution, root cause analysis, and corrective action planning within the aftermarket support environment. You will act as the primary escalation point during your shift and ensure continuity of operations, decision-making, and customer support outside of standard business hours. You will manage and coach a team of professionals while also providing direct operational support, including processing orders, addressing customer inquiries, and resolving time-sensitive issues. Additionally, you will lead employee engagement, safety, quality, and continuous improvement efforts, while partnering closely with day-shift leadership to ensure alignment, communication, and handoffs across shifts. This role also includes ownership of targeted improvement initiatives and projects critical to response performance, customer satisfaction, and operational stability. This is a 2nd shift position (Monday-Friday, 4:00 PM-1:00 AM) and will require on call support as needed.

Requirements

Typically requires a University Degree and minimum 5 years prior relevant experience or an Advanced Degree in a related field and minimum 3 years of experience.
Experience with MRP/ ERP systems (SAP preferred).
Prior experience managing direct reports.

Nice To Haves

Experience supporting 24/7 or off-shift operations preferred.
Familiarity with order processing, case management, or aftermarket support environments (Salesforce, SAP, or similar systems preferred).
Clear, concise, and effective communicator, with the ability to translate complex or time-sensitive issues into actionable direction during off-shift operations.
Demonstrated experience working with and influencing all levels of management, including providing effective handoffs and escalation summaries to day-shift leadership.
Proven track record in team leadership roles, with the ability to coach, motivate, and hold teams accountable in a fast-paced operational environment.
Highly self-directed, quick learner, and results-driven, with the ability to operate independently and make sound decisions with limited on-site support.
Experience in a working manager or player-coach role, balancing direct operational execution with people leadership responsibilities.
Strong problem-solving and critical-thinking skills, particularly in identifying root causes and implementing corrective actions during live operations.
Comfort operating in ambiguity and managing real-time priorities, including customer escalations and workload balancing.

Responsibilities

Actively process and support Rental Exchange orders during assigned shift.
Lead, coach, and support off-shift team members to meet response time and SLA targets.
Serve as primary escalation point for customer, system, and operational issues.
Manage shift scheduling, coverage, and workload balancing.
Drive root cause analysis and corrective actions for service delays or failures.
Ensure consistent execution of processes, compliance, and quality standards.
Communicate effectively with day-shift leadership to ensure smooth handoffs and alignment.
Support continuous improvement initiatives and performance reporting.
Interface with customers (internal and external) to understand customer needs and issues and ensure that the customers receive satisfactory standards of services.
Delegate effectively to develop personnel and effectively balance the workload.
Address employee issues/concerns and motivate the workforce to achieve department goals.

Benefits

Medical, dental, and vision insurance.
Three weeks of vacation for newly hired employees.
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
Tuition reimbursement program.
Student Loan Repayment Program.
Life insurance and disability coverage.
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
Birth, adoption, parental leave benefits.
Ovia Health, fertility, and family planning.
Adoption Assistance.
Autism Benefit.
Employee Assistance Plan, including up to 10 free counseling sessions.
Healthy You Incentives, wellness rewards program.
Doctor on Demand, virtual doctor visits.
Bright Horizons, child and elder care services.
Teladoc Medical Experts, second opinion program.
And more!