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Service Operations Manager
2 months ago
Job Summary
Sunbelt Rentals is seeking a highly skilled and experienced Service Operations Manager to join our team. As a key member of our operations team, you will be responsible for the overall operation of the service call center/dispatch operations.
Key Responsibilities
- Develop and implement Service Operational procedures, policies, programs, systems, and training to ensure maximum efficiency and effectiveness.
- Proactively manage the preventative maintenance, repair, and safety bulletin process to maximize the value of equipment and service trucks.
- Ensure customer service levels are held to district standards by monitoring and analyzing service quality metrics.
- Recruit, hire, train, manage, and develop service technicians to ensure they have the necessary skills and knowledge to perform their duties effectively.
- Work with PC locations to achieve desired financial results, including profit and loss.
- Oversee the design and delivery of service call center training programs to ensure that service technicians have the necessary skills and knowledge to perform their duties effectively.
- Monitor calls for service quality assurance and handle escalated concerns that fall outside the service technicians' scope.
Leadership
- Coach employees to work together and create a game plan for employees to follow, motivating them through constant evaluation and review.
- Set clear and measurable objectives for the entire team, adjusting staffing levels as needed to ensure the needs of the store and customers are met.
- Direct various service technicians in the service performance of equipment and facilitate high-level training to affected Shop Foremen/Service Managers.
Operations
- Work closely with performance standard audits to identify PC weaknesses and address service-related issues.
- Manage human resource administration, including payroll, scheduling, and paperwork.
- Manage and direct all aspects of incoming service and preventative maintenance of equipment.
- Develop and monitor service quotas for volume and efficiencies.
- Manage parts inventory and assist the Product Support Group in the service/safety bulletin program.
- Assist in identifying manufacturers who are not able to meet established quality standards.
- Maintain a communication program to communicate and record product issues throughout the 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, working in conjunction with the call center, operations manager, and dispatch operations.
Sales and Customer Service
- Cultivate strategic customer relationships and ensure 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 customers in determining their rental needs by applying product knowledge.
- Constantly analyze and update service call center flow to increase productivity and customer service levels.
- Properly handle customer damage, including photos, notifications, and follow-up correspondence.
- Manage all after-hour service calls.
Qualifications
- 3 years of experience in the rental equipment or construction industries.
- 1 year of equipment shop operations management experience.
Requirements
- Extensive knowledge of construction equipment, including aerial, dirt, and small tool equipment.
- Good analytical ability to gather and interpret technical information and develop, recommend, and implement solutions.
- Exceptional organizational skills, with the 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 Demands
- Bending, squatting, crouching, reaching, lifting 50 pounds or more, and working indoors/outdoors when required by the job.
Equal Opportunity Employer
Sunbelt Rentals is an Equal Opportunity Employer, committed to diversity and inclusion. We welcome applications from qualified candidates of all backgrounds.
