Position Summary: Responsible for rental shop administrative activities in accordance with company policies and procedures, including tracking of rental assets, scheduling pick-ups and deliveries, and coordination of proper paperwork for corporate invoicing processes. This position is required to provide excellent internal and external customer service, and be a highly motivated, cooperative, process-oriented individual who thrives in a fast-paced customer service environment.

Qualifications, Education/Experience, Knowledge, Skills, and Competencies:

• High school diploma or equivalent; and 3 – 5 years related experience and/or training; or equivalent combination of education and experience.
• 2+ years’ experience in a rental customer service environment, preferred.
• Excellent technical and organization skills
• Exceptional communication and people skills
• Strong teamwork and collaboration skills
• Good judgment and problem-solving skills, with ability to set priorities and handle multiple tasks simultaneously.
• Effective listening and ability to communicate respectfully both verbally and written.
• Demonstrated experience in delivering superior customer service across all functions in an organization.
• General understanding of mechanical and/or technical tools and language and technical specifications
• Self-motivated with drive for results and quality to help company achieve standards of excellence.

SPECIAL REQUIREMENTS/CONDITIONS:

• Ability to positively facilitate process changes within assigned area in relation to business procedures.
• Possession of and ability to maintain throughout employment a valid driver license in state of residency with no more than 2 minor moving violations and/or 3 points.
• Special Working Conditions: Exposure to variable temperatures and weather conditions; climbing ladders and stairs; high levels of periodic noise; electrical hazards; dust; unpleasant odors.
• This incumbent performs at a high standard of consistent quality level within the branch, and continually strives to improve the operating standards of his/her facility, region, and corporation.
• Within six months from placement in position, able to obtain and maintain forklift operator’s license/certification to safely move parts and supplies boxes and/or pallets.

Essential Duties and Responsibilities

• Using standard process/procedures, efficiently manage data and files to provide accurate line of sight on important operational functions, such as vehicles, training, units on rent, remains, fleet status, etc.

  • Maintain tracking of all units on rent, rental location, customer information, as well as number of ducts and splitters on job site (includes all equipment swaps and demos).
  • Responsible for ensuring visibility to billing department which may include sending unsigned BOL’s and following-up with signed paperwork in a timely manner.
  • Maintain and update expiring rental contract return dates as needed in appropriate application.
  • Report on unreturned and damaged ducting when the jobs are completed and provide overview of relevant parties for charge back to customer or removal from asset register.
  • During heat season, maintain fleet status report for weekly management review calls; sort out any uncovered discrepancies after review call and provide revised status report.

• Manage GeoForce application, including but not limited to new equipment setup, grouping equipment into jobs, tracking movement and status, completing unit swaps.

• Source suppliers (vendors) and collaborate with Accounts Payable established processes for initial vendor set up (EFT Forms send along with credit information).

• Create requisitions and purchase orders (PO’s) process and reports on receipt of supplies and parts, and proper invoice processing if supplies are not centrally maintained.

• Follow the organization’s policies and processes to control and maintain shop supplies.

• Collaborate with Finance/Fleet Management department to ensure that trailers and vehicles are properly documented, tagged, and titled at all times. In addition to maintaining paperwork, may apply tags and labels to trailers and vehicles.

• Adhere to organization procedures to align the field and shop processes to timely provide information to corporate office.

• Provide information and support from area of authority to local Operations Manager, Service Manager, and corporate teams on regular and impromptu basis.

• In collaboration with the Service Manager, assist JetHeat core returns with proper paperwork, and maintain MRA tracking of replacement core and communicate status to relevant parties.

• Organizing equipment logistics (hotshot or broker) to transport loads to customer job site or inter-company domestic or international shipments in compliance with business controls/procedures; and on-going analysis of transportation and logistics plans to support defined business objectives.

• Perform operations/shop administrative support, including but not limited to timely processing of paper mail and packages, as well as assisting with setting up travel (hotels, flights) for technicians.

• Assists with overall warehouse operations, planning, and daily activities, including receiving and stowing, picking, and packing, shipping, inventory management, and documentation.

• Coordinate with Customs & Border agencies for efficient importing/exporting heating equipment and parts, as well as general operating supplies, including but not limited to managing customs documentation forms with designated carriers, brokers, and forwarders, creating commercial invoices, packing lists, etc. as required.

• May be local HSE location rep for Safety compliance, including but not limited to employee onboarding, safety training, and safety reporting to Operations Manager and Service Manager for employee safety standards accountability.

• Cross-train / fill-in for other team members across the organization when required.

• Provide an exceptional customer experience in all aspects of service and support actions.

• Maintain and continue to develop in-depth knowledge of products and services.

• Maintain thorough knowledge of, actively practice, and promote safe working conditions in accordance with all company policies, procedures, and standards and Federal, State and Country required regulations.

• Perform other tasks, activities, and special projects, as assigned.