Central Service Manager-General Tool

Job Description Summary

The Central Services Manager at Sunbelt Rentals is responsible for the overall operation of the service call center/dispatch operations. Key responsibilities include:

• 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' scope.
• Lead and motivate employees to work together and create a game plan for employees to follow.
• Set clear and measurable objectives for the 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.
• 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.
• Aid in the development and monitoring of the service/safety bulletin program.
• Assist in identifying manufacturers who are not meeting established quality standards.
• Aid Product Managers in resolving quality, safety, and claim disputes with vendors.
• Maintain a communication program to communicate and record product issues throughout the 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.
• Aid in the promotion and ensuring fluid communication between service departments and operational management.
• Manage all after-hour service calls.
• Manage and direct all aspects of incoming service and preventative maintenance of equipment.
• Manage and direct all aspects of incoming service and preventative maintenance of equipment.

Qualifications

• 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.

Pay and Benefits

Base Pay Range: $74,501.00 - 102,438.60
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.
Please visit here for more information on our benefits and to join our Talent Network.
Sunbelt Rentals is an Equal Opportunity Employer — Minority/Female/Disabled/Veteran and any other protected class.
Sunbelt also provides a comprehensive benefits package to its full-time employees, including:
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
You will become eligible for benefits on the first of the month following 30 days from your start date.
Sunbelt offers team members the following paid time off from work, subject to Sunbelt’s policies (unless specified in a collective bargaining agreement):
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
Gear up for an exciting career! Sunbelt Rentals supports service members. Veterans encouraged to apply.