Central Services Manager

Central Services Manager

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!

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.
• Assist 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.
• Cultivates strategic customer relationships and ensures that the cu