Rental Manager

BPG LLC dba J-Tech•West Pikeland Township, PA

About The Position

The Rental Manager leads the Rental department, growing rental revenue while overseeing day-to-day rental operations. The role develops customer accounts, supports Sales account managers in pursuing new rental business, and grows in-house sales. It also provides hands-on oversight of rental contracts, equipment check-out and check-in, and fleet utilization. The Rental Manager supervises Rental employees, resolves escalated customer issues, and works with Sales and Repair teams to deliver a consistent, high-quality customer experience. The position oversees rental sales and account growth; contract preparation and processing; equipment reservations, inspections, deliveries, pickups, and returns; billing and fleet utilization; customer service; and reporting, forecasting, and planning. It maintains accurate CRM and ERP records, uses customer and market data to inform pricing and account strategies, and recommends improvements to internal procedures. Other related duties may be assigned, and the manager may drive customer-owned and/or company vehicles as needed. The role requires a valid driver’s license and the ability to pass DOT physical and drug-testing requirements. The work may involve safely entering and exiting medium-duty trucks, lifting up to 50 pounds, prolonged sitting and computer work, and occasional exposure to moving mechanical parts, fumes or airborne particles, and electrical-shock risk. PPE must be worn as required by the location and job processes.

Requirements

At least three years of inside sales, rental, or customer service experience.
Valid driver’s license; ability to pass DOT physical and drug-testing requirements and an insurance background check.
Strong verbal and written communication skills.
Organizational skills and attention to detail.
Strong negotiation, relationship-building, and customer service skills.
Ability to coach and mentor employees.
Ability to read and interpret safety rules, blueprints, operating and maintenance instructions, and procedure manuals, and to speak effectively before employee groups.
Ability to calculate discounts, interest, commissions, proportions, and percentages.
Proficiency with Microsoft Office Suite.
Ability to solve practical problems and interpret written, oral, or schedule-form instructions in situations with limited standardization.
Ability to meet the stated physical demands, including safely entering and exiting medium-duty trucks and lifting up to 50 pounds.
Ability to pass a DOT physical, including a basic health screen and drug test.

Nice To Haves

Bachelor’s degree preferred.
Experience in equipment or vehicle rental, highway safety, or a related industry preferred.
Previous supervisory experience preferred.
CRM software experience preferred; familiarity with ERP or rental management systems is a plus.

Responsibilities

Lead and manage Rental employees; train new employees on company policies, procedures, and best practices; organize schedules and work; and conduct timely, constructive performance evaluations.
Grow rental revenue by coordinating with customers to retain and develop accounts, assessing customer needs, recommending equipment, rental terms, and add-on services, and supporting new rental business with Sales.
Prepare rental quotes and proposals and contribute to rental rates, pricing, and contract negotiations.
Serve as the primary point of contact for key rental customers and support customer satisfaction, repeat business, cross-selling, upselling, and rental-to-purchase opportunities.
Collaborate with operations, fleet, and marketing teams to support service delivery, and partner with Sales to transition accounts as they scale.
Oversee rental contracts and ensure agreements, terms, credit approvals, insurance certificates, and other required customer documentation are complete and accurate before equipment leaves the yard.
Manage equipment availability, reservations, pre-rental inspections, and delivery and pickup scheduling.
Manage equipment returns, inspect and document condition, damage, missing items, and usage, and ensure related charges are billed.
Ensure rental contracts are invoiced accurately and closed out promptly, and resolve billing questions.
Track fleet availability and direct employees to maximize fleet utilization.
Inform Sales, Repair, and Production teams of changes to rental policies and services; assist fleet and maintenance departments with equipment turnaround, off-site repairs, and fleet replacement goals.
Manage after-hours emergency breakdown calls as required.
Monitor and review employee-customer calls or correspondence; resolve escalated customer complaints and issues professionally and promptly; prepare FAQ summaries and responses; and backfill Rental Coordinator duties as needed.
Maintain accurate CRM and ERP records for pipeline activity, quotes, contracts, forecasts, and account plans; use CRM software to collect and report customer inquiries, complaints, and rental activity.
Collect customer data, competitive rental rates, and utilization information to inform pricing and account strategies.
Identify opportunities to improve internal procedures and make recommendations to the supervisor.
Perform other related duties as assigned and drive customer-owned and/or company vehicles as needed.
Follow workplace safety policies and wear required PPE.