Central Services Manager

About the Role

The Central Service Manager is responsible for the overall operation of the service call center/dispatch operations.

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.
• 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.

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, 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.

Physical Requirements

• Bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required by the job.

Pay

Base Pay Range: $85,676.00 - 117,804.50. Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience.

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

Full-time employees become eligible for benefits on the first of the month following 30 days from your start date.

Schedule

• 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