A Customer Service Manager manages staff that provide customer service for a company. Assists staff as needed, or deals directly with customers. Implements policies with regard to company products or services. Answers questions, resolves problems and complaints and approves refunds or exchanges for customers.
Empower Rental Group is hiring a Service Manager in the Foley, Alabama branch! Empower Rental Group is a 36-location equipment rental company operating across the Southeast with over $300 million in OEC. Since launching in 2021, we have grown rapidly and continue to take market share. We are not maintaining — we are expanding. Benefits of Joining the
ERG Team:
Full-time employees are eligible for benefits on the first of the month following hire.
Our comprehensive package includes:
Medical, Dental, and Vision plans 401(k) with company match Health Savings Account (HSA) Employer-paid life insurance benefit with a "buy-up" option Voluntary life, accident, and long-term Disability options Employer-paid STD Disability benefit Employee Assistance Program (EAP) Paid Parental leave Paid time off and paid holidays Employee Referral program
Employee Sharing Program Retirement Summary:
The Service Manager directs the Yard Technician, Shop Technician, and Machine Technician at various levels of maintenance, repair, and rental preparation. This role organizes field service runs and repair schedules. Perform cost/benefit analysis on major repairs, orders, and tracks parts, and manages shop traffic. Execute additional responsibilities as needed. The Service Manager may supplement technicians as needed. Assists the rental counter and the Operations Manager. Responsibilities include, but are not limited to: Manage a team of field service technicians, providing proper direction & complete instruction to ensure all offsite equipment is inspected, repaired, documented, and maintained to the manufacturer's specifications. Accept internal & external client phone calls, emails & texts and effectively assist these clients with their equipment service needs. Manages the level of not available and/or down fleet to meet organization goals. Creates and manages an effective workflow in the shop. Creates and maintains a shop environment that is safe, organized, and clean. Effectively communicates complete customer, unit & job information to field service personnel. Assist service technicians with the needed information, including but not limited to schematics, inspection forms, work orders, and service bulletins. Maintain constant communication with active customers to resolve service issues, assist with questions, and increase customer satisfaction. Maintain parts inventory for the location and all service vehicles for the location. Quote service repairs for internal & external customers in tandem with our service sales representative. Open and close job work orders for internal & external customers. Invoice completed quotes/work orders within 72 hours of the completed job by the field service tech. Assist in maintaining needed service reports. Maintains a safe work environment. Performs job functions safely at all times. Participates in all safety meetings. Communicates all concerns or violations to the appropriate manager(s) immediately. Uses the proper Personal Protective Equipment when performing work duties. An employee wears the proper shoes, glasses, gloves, ear protection, etc. Employee is properly attired to perform their job safely (no loose-fitting clothes, unsafe jewelry, etc.) Abides by all local, state, and Federal laws; reads, understands, and agrees to follow the policies outlined in the Company Safety Manual and Company Handbook. Demonstrates behaviors aligned with Company's Core Values at all times. Continuous Improvement Assists in driving a continuous improvement strategy within the business to result in ongoing incremental gains in quality and efficiency. Performs other related duties as assigned.
Job Requirements:
Excellent Customer Service Skills - for both internal and external customers. Valid Driver's license with a clean driving record and the ability to drive Company vehicles per insurance requirements may be required on a case-by-case basis. Achieves quality standards. A minimum of 1 year of supervisory experience in managing a team is required. Perform major repairs on heavy equipment. Diagnose and troubleshoot fuel systems, electrical, and hydraulic systems. Must have own basic tools. Proficient in computer skills with MS Outlook and Excel. Empower Rental Group is an Equal Opportunity Employer
