Market Field Service Manager

2 weeks ago

Coquitlam, British Columbia, Canada Sunbelt Rentals Full time

Job Summary

Sunbelt Rentals is seeking a highly skilled and experienced Market Field Service 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 optimal service delivery.
  • Maximize equipment and service truck value through proactive maintenance, repair, and safety bulletin management.
  • Ensure customer service levels meet district standards by monitoring and addressing any issues promptly.
  • Recruit, hire, train, manage, and develop service technicians to ensure they have the necessary skills and knowledge to deliver exceptional service.
  • 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 all staff are equipped to provide excellent service.
  • Monitor calls for service quality assurance and handle escalated concerns that fall outside the service technicians' scope.

Leadership

  • Coach employees to work together effectively 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 meet store and customer needs.
  • Direct service technicians in the service performance of equipment and facilitate high-level training for Shop Foreman/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 efficiency.
  • Manage parts inventory and assist the Product Support Group in the service/safety bulletin program.
  • Assist in identifying manufacturers that do not meet established quality standards and resolve quality, safety, and claim disputes with 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 closely with the call center, operations manager, and dispatch operations.

Sales and Customer Service

  • Cultivate strategic customer relationships and ensure the customer perspective drives 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.

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 solutions.
  • Exceptional organizational skills, with the ability to make good decisions and manage multiple 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, and lifting 50 pounds or more.
  • Working indoors and outdoors as 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 who share our values and are passionate about delivering exceptional service.

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