Market Service Operations Manager

2 weeks ago

Coquitlam, British Columbia, Canada Sunbelt Rentals Full time

Job Summary

Sunbelt Rentals is seeking a highly skilled and experienced Market 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 maximize the value of equipment and service trucks.
  • Proactively manage the preventative maintenance, repair, and safety bulletin process to ensure customer service levels are held to district standards.
  • Recruit, hire, train, manage, and develop service technicians to meet the needs of our customers.
  • 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 high-quality service delivery.
  • 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 through constant evaluation and review.
  • Set clear and measurable objectives for the entire team, adjusting staffing levels to meet the needs of the store and customers.
  • Direct various 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 efficiencies.
  • Manage parts inventory and assist the Product Support Group in the service/safety bulletin program.

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 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.

Qualifications

  • 3 years of experience in the rental equipment or construction industries.
  • 1 year of equipment shop operations management experience.
  • Extensive knowledge of construction equipment, including aerial, dirt, small tool, and other types.
  • Good analytical ability to gather and interpret technical information and develop solutions.
  • Exceptional organizational skills and ability to make good decisions in a fast-paced environment.

About Sunbelt Rentals

Sunbelt Rentals is an Equal Opportunity Employer and welcomes applications from diverse candidates. We offer a competitive salary range of $70,127.00 - $96,424.90, depending on experience, and a comprehensive benefits package, including health, dental, vision, life insurance, wellbeing, and a retirement plan with employer matching contributions.

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