New Hope- Compact Construction/Rental Service Manager

New Hope- Compact Construction/Rental Service Manager

Raleigh, NC, USA Req #1570

Wednesday, January 15, 2025

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


* Manag...