Central Services Manager

Central Services Manager

Sunbelt Rentals--the fastest growing rental business in North America--is seeking a Central Services Manager. 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 coaching 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.
• 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 customer is satisfied.