New Hope- Compact Construction/Rental Service Manager

PRIMARY FUNCTION:

 

• Service CCE customer machines in a timely and professional manner to ensure Customer Satisfaction.
• Oversee the rental fleet and rental equipment repairs, ensuring annual business and dealer excellence goals are met through quality and timely customer service.

• Manage company resources to maximize Financial Performance in terms of profit, productivity,

efficiency and return on capital.

• Manage people, space, tools, and money to optimize Resource Deployment.
• Create a stimulating environment to provide for thePersonnel Department.

• Maintain a safe and environmentally responsible workplace to ensure Regulatory Compliance.

 

DIMENSIONS:

 

Gregory Poole Equipment Company sells, services and rents compact and heavy construction equipment to major contractors and municipalities in Eastern North Carolina. Serve as prime liaison between the Raleigh Service Department and Rental with the customer and other company departments on construction and rental equipment repair matters. Establish job priorities.

 

Service Revenue: up to $2,000,000                              Service Assets: up to $1,500,000

 

Rental Assets: up to $25,000,000 OEC                       Service/Rental Staff: up to 20 employees                             

 

Budget: up to $700,000                                                 Profits: up to $800,000

 

Warranty Claims: up to $l,000,000

 

ESSENTIAL DUTIES:

 

Customer Satisfaction

• Serve our customers in a timely, professional manner and provide high quality services at a value-based price.
• Provide prompt response to customer needs and minimize downtime. Turn customer machines around in the shortest amount of time possible.
• Ensure that the work we do is done right the first time. Minimize rework.

• Maintain daily contact with the customer to keep them apprised of the status of the repairing of their machine.
• Be available to support customers 24 hours a day providing over the phone troubleshooting, equipment specifications and transportation regulation guidelines.
• Manage the billing process to ensure accuracy and fairness. Fully document machine repairs accurately and professionally.
• Administer Warranty/Policy Guidelines to minimize customer expenses while protecting our relationships.
• Manage the customer notification of all PIP and PSP repairs. Assist the customer in scheduling these repairs at a mutually convenient time.
• Monthly review of KPI Metric and review of CI boards
• Conduct weekly Toolbox Talks and previous week’s accident review with technicians
• Conduct pre-delivery of all new machines. Inspect and validate machine performance in accordance with all published specifications.

• Inspect customer machines whenever possible to provide a professional assessment of the machine’s condition.  Make recommendations for needed repairs, maintenance procedures and operating parameters.

 

Financial Performance

• Manage the Profit/Loss Statement for the assigned operation including top line sales, flat rate pricing, expense controls, resource scheduling and staffing.
• Coordinate with the Credit Department to ensure the credit worthiness of a customer prior to completing the work. Administer all C.O.D. transactions.
• Manage the Work Order Administration process to ensure timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims and labor charges to minimize work in process.
• Manage company assets including vehicles, equipment and tooling to insure maximum returns. Plan and schedule routine maintenance, ensure EPA, OSHA, and MSHA compliance and plan for future expansion.
• Review and approve all performance reports. Insure that reports accurately reflect actual expenses. Make the necessary journal entries to correct any discrepancies.
• Business Planning – develop an annual plan including budget (proforma); capital requirements; manpower requirements.

 

Resource Management

• Schedule all service operations.  Prioritize activities and match technician skills to the repair tasks to ensure quality and minimize turnaround.
• Manage the maintenance of the Rental Fleet, providing the fastest turnaround time possible.  Routinely inspect equipment, process all warranty claims, arrange for the delivery and pickup of the machines and work closely with the sales and rental departments.

 

Personnel Development

• Recruit, hire, and retain qualified talent to service our customers’ machines.
• Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.
• Provide regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required.
• Enforce company polices pertaining to employee safety, hygiene and behavior.
• Protect the integrity and professionalism of our company’s culture.
• Professionally manage the separation process when necessary.

 

 

Regulatory Compliance

• Ensure our compliance with OSHA/MSHA Standards including tooling, tooling maintenance, painting and routine state inspections.
• Minimize Workman’s Compensation expense through continuous training, policy enforcement and accident reporting.

Ensure EPA Compliance. Manage hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, OSHA/ MSHA reporting, machine reporting compliance, vehicle licensing and vehicle insurance.

 

 

MINIMUM REQUIREMENTS:

 

 

Education:

Must be a high school graduate with at least 5 years’ equipment service experience in a similar industry, preferably with leadership experience; or have at least a 2-year business management or diesel/heavy equipment technology degree with at least 2 years’ service and/or rental related group leadership, preferably in a similar industry. The ideal candidate would have at least a two-year degree and have successful Caterpillar or similar dealer/business heavy or compact-construction equipment service and/or rental management experience. Or an equivalent combination of education and experience may be considered.

 

Work Experience:

(See above)

 

Physical:

Must be able to work for long periods while seated and can clearly communicate with customers on the phone or in person

Must have physical ability to operate equipment to assist with loading and unloading if needed

Must have excellent customer relations primarily with verbal communications but with some written communications too

 

Other:  

Must have at least intermediate PC skills, preferably in MS Word and Excel and have a working knowledge of the Internet and Email.

Possessing a general equipment knowledge and basic mechanical aptitude is advantageous.

 

 

This job description is not intended to be all-inclusive.  Your supervisor may request and assign you similar duties.  Any major modification of this job role requires Human Resources approval. 

Gregory Poole Equipment Company is an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.