Central Services Manager at Sunbelt Rentals
Fife, WA
About the Job
Job Description
Join Our Team!
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!
Job Description Summary
Central Services Manager
Are you seeking an entrepreneurial, empowering workplace that allows you to:
* Develop a career track
* Leverage your current skills while developing new skills
* Work with an incredible team of people
Sunbelt Rentals--the fastest growing rental business in North America--is seeking a Central Services Manager. The Central Service Manager is responsible for the overall operation of the service call center/dispatch operations.
DUTIES & 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
Leadership
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
Operations
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.
Business Acumen
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
Sales and Customer Service
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.
The physical demands of this role require bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required by the job. The above description is not a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day. Reasonable accommodations may be made to comply with applicable laws. 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. This package includes health, dental and vision plans, 401(k), volunteer time off, short-term and long-term disability, accident, life and travel insurance, as well as flexible spending, tuition reimbursement, college savings, EAP and 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 time off from work, subject to Sunbelt's policies: twelve to twenty-five vacation days depending on years of service; five sick days; six paid holidays, two paid half day holidays, two floating holidays, one inclusion day, and one volunteer day.
Accepting Application 10/11/2024
Base Pay Range: $64,440.00 - 88,605.00
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. Please visit https://www.sunbeltrentals.com/careers/ for more information on our benefits and to join our Talent Network.
Sunbelt Rentals offers generous benefits including health, dental, vision, life insurance, wellbeing, and a retirement plan with employer matching contributions in accordance with Sunbelt's plans, policies, and applicable agreements (unless specified in a collective bargaining agreement).
Gear up for an exciting career!
Sunbelt Rentals supports service members. Veterans encouraged to apply.
If a current Sunbelt Rentals employee has referred you for an employment opportunity please notify them that you are applying for this position. In order for the employee to get a referral bonus they need to contact their regional recruiter.
Join Our Team!
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!
Job Description Summary
Central Services Manager
Are you seeking an entrepreneurial, empowering workplace that allows you to:
* Develop a career track
* Leverage your current skills while developing new skills
* Work with an incredible team of people
Sunbelt Rentals--the fastest growing rental business in North America--is seeking a Central Services Manager. The Central Service Manager is responsible for the overall operation of the service call center/dispatch operations.
DUTIES & 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
Leadership
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
Operations
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.
Business Acumen
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
Sales and Customer Service
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.
The physical demands of this role require bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required by the job. The above description is not a complete listing of all miscellaneous, incidental or similar duties which may be required from day to day. Reasonable accommodations may be made to comply with applicable laws. 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. This package includes health, dental and vision plans, 401(k), volunteer time off, short-term and long-term disability, accident, life and travel insurance, as well as flexible spending, tuition reimbursement, college savings, EAP and 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 time off from work, subject to Sunbelt's policies: twelve to twenty-five vacation days depending on years of service; five sick days; six paid holidays, two paid half day holidays, two floating holidays, one inclusion day, and one volunteer day.
Accepting Application 10/11/2024
Base Pay Range: $64,440.00 - 88,605.00
Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and/or experience. Please visit https://www.sunbeltrentals.com/careers/ for more information on our benefits and to join our Talent Network.
Sunbelt Rentals offers generous benefits including health, dental, vision, life insurance, wellbeing, and a retirement plan with employer matching contributions in accordance with Sunbelt's plans, policies, and applicable agreements (unless specified in a collective bargaining agreement).
Gear up for an exciting career!
Sunbelt Rentals supports service members. Veterans encouraged to apply.
If a current Sunbelt Rentals employee has referred you for an employment opportunity please notify them that you are applying for this position. In order for the employee to get a referral bonus they need to contact their regional recruiter.