Customer Service Manager- Specialty Rental, Covington, GA

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Position Purpose: Assists the District Manager in directing activities of the Regional Customer Center (RCC) territory. By direction, assists the locations within the RCC in soliciting and servicing new and existing customer base. Ensures high standards in housekeeping, merchandise presentation, training programs and customer service.

Position Summary: Assist the locations of the RCC in achieving sales and other financial targets, and company operations at an individual location(s). May be Responsible for the oversight of safety audits, employee safety training, compliance with State and Federal OSHA, D.O.T. regulations, drug and alcohol testing, and the safe maintenance of program equipment within the RCC territory. Demonstrates orientation toward excellent customer service by conducting daily activities, communications and interactions in a cooperative, positive and professional manner. Drives, implements, sustains and develops quality process improvements that focus on safety, financials, operations and customer service.

Experience requirements

Minimum three years strong customer service or management experience.

What we expect from you

Safety & Wellbeing

• Ensure people go to work and go home safely everyday

• Work with SHEQ Manager to excel in depot and customer site processes and guidelines, to ensure we do the right things in the right way

• Cultivate the right safety and wellness behavior and tools within the team

Uptime Excellence

• Forward planning to build alliances and partnerships with other business lines.

• Spare part management

• Analysis and create a troubleshooting protocol and standards

• Daily technical support to the team/customer and related continuous improvement projects

• Increase technical competence of the team, ensuring all team members are at the right level

• Drive connectivity as a business tool, gaining insights and driving learning through the organization

• Identify and address problems and opportunities in service strategy for the company to outperform the competition

Customer Experience Excellence

• Resolve customer disputes with regards to all service deliverables and their performance

• Visit and evaluate customer feedback, take corrective actions, provide advice and training when required

• Improvement, standardization and going beyond in every step of customer interaction during mob/ demob/ maintenance process.

• Continuously improve the handover process between sales and operations

• Roll out a customer experience platform for ultimate customer experience

Operational Efficiency

• Products & Process

• Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations per our ISO

• Headcount planning of internal and external resources to ensure the efficient arrangement of technicians' daily assignment to improve organizational processes, and work to improve quality, productivity, and efficiency.

• Administrate, monitor and execute service plan and related services to the customers

• Responsible for the establishment and implementation of all quality procedures related to service operation.

• Maintain relevant records and report on regular intervals on service operations performance

• Implementation of all fleet maintenance procedures related to service operation to work toward Zero Breakdown

• Improvement projects to increase agility, speed to solution, ops cost and other operational KPI

Digital tools (360-degree views on service operations)

• Drive transparency within the operations team

• Continuously improve information at a fingertip

• Roadmap to use data to drive learnings, improvement projects and decisions

People Management

• Plan, prioritize and organize tasks and activities for the service team to maintain highest productivity and quality - in an empowering way.

• Responsible to equip the service team with all necessary tooling and equipment relating to safety

• Monitor the performance and evaluate the training needs for your team members.

• Assess current and future staffing needs based on organizational goals and budget realities.  Using principles, ensures staff are appropriately developed, utilized, appraised, and rewarded; takes corrective action.

• Promote a company culture that encourages diverse team with top performance and high morale.

• Maximize technician efficiency scorecards reinforce strength and improve weakness with training plan

• Ensure your team can grow to the next steps with right competence mix in the organization to provide our customers ultimate customer experience

• Managing direct reports will be required

Knowledge

• Excellent computer skills and typing proficiency is required.

• Technical/mechanical background related to diesel and electric motors is strongly preferred.

• Strong sales and people skills, customer service, safety awareness, and supervisory management skills.

Educational requirements

Associates Degree or equivalent technical training. Bachelor's Degree preferred.

Personality requirements

Competency is more than ever a combination of knowledge, experience and attitude. Key behaviors of our candidate are:

A customer centric individual who understands customers' needs and seeks to fulfill or exceed expectations

A team player and natural diplomat who interacts and unites team members, customers, all stakeholders

A methodic and structured achiever who can plan, organize, prioritize, assess, adapt and deliver to promise

A resilient person who can cope with change in an ever faster moving digital landscape and who can spread this attitude of self-sufficiency

An innovative "there is always a better way" person with a positive, flexible and responsive mindset who embraces and promotes the digital transformation (regardless of age)

Open-minded with a global mindset, curious to understand and learn new perspectives

A person who complies with our DNA => Commitment

• Interaction

• Innovation

Country and city description

USA - Covington, GA

Diverse by nature and inclusive by choice

Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.