Manager, Market Field Service

Description

Summary

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 Manager, Market Field Service . 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.

Base Pay Range : $70,127.00 - 96,424.90

Starting rate of pay may vary based on factors including, but not limited to, position offered, location, education, training, and / or experience.

Please visit 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, andapplicable 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.