Rental Service Coordinator

Responsible for rent-to-rent process and responsible for providing support to service technicians thus maintaining customer satisfaction by developing excellent customer relationships and retaining rental and service business. Maintain a close and cooperative relationship with the Customer Support Manager, Service Manager and staff.

Rental Responsibilities:

• Administer Rent to Rent and Rent to Own processes in the territory
• Interact with credit department to ensure customers are in good standing
• Obtain certificates of insurance, including inland marine in cases where renters will be freighting their own equipment, stating HMI as loss payee.
• Acquire all pertinent rental information prior to the rental of equipment either from the salesman or customer - type of machine, where it is going, do we need to arrange the haul, duration of rental.
• Collect Job information for Notice to owner
• Create rental contracts in CDK, send to the customer for a signature and have the signed copy sent back to put it in the system
• Ensure that the machine is ready, fueled and photos taken of the machine
• Coordinate the haul - if the customer hauls the machine, then we need their insurance for the load
• Monitor engine hours while on rent so that PM services can be coordinated
• Track machine return - Record into off-rent status, Rental Tech inspects for damages, hours and amount of fuel to top off the machine.
• Bill damages with photos ASAP
• Coordinate with the Wash Rack and tech to get machine back on the ready line - fueled, cleaned, repaired damages and PM if necessary
• Assist in monitoring customer Certificate of Insurance compliance. Ensure that certificates are in the CDK system.
• Maintain files ensuring all required documentation are included in files
• Provide final rental contracts to accounting
• Approve and code Freight bills
• Provide timely and accurate responses to employee and customer inquiries
• Assist in answering branch telephone calls
• Verify literature, brochures and price sheets are current and available
• Follow all safety guidelines
• Assist with all branch operations in the day-to-day business

Service Duties and Responsibilities:

• Work closely with the CSM/Service Manager to direct daily service and rental activities in the Birmingham shop
• Point of contact for all field service personnel
• Help coordinate scheduling of field service personnel and equipment breakdown repairs.
• Track monthly inspections, preventative maintenance (PM) schedules, tool inventory and service truck repairs.
• Assist warranty department and Service Manager with scheduling to ensure warranty and factory updates are performed timely.
• Support Service Manager in the inspection review follow-up process with the customer.
• Track pricing and anniversary dates of inspections and monitor completion.
• Assist with quote preparation and assemble quote packets for customers.
• Assist in the coordination of machine deliveries by following up with transportation companies for scheduled arrival times and coordination of appropriate Heavy Machines Inc. employees on job site.
• Opening, closing and invoicing work orders in CDK.
• Schedule and organize parts installations with customers and technicians
• Monitor Wear Check program and due follow-up
• Other duties as assigned.

Knowledge, Skills and Abilities:

• Excellent organizational and time management skills. Ability to handle stress associated with dealing with deadlines
• Excellent customer service skills to include conflict resolution is required
• Strong computer skills
• Must be a Team Player
• Able to assist with special projects as directed by Customer Service Manager

Education/ Experience:

• High school diploma or GED equivalent
• Minimum of 2 years' experience working in a parts and/or service background
• Preference given to candidates with a heavy truck parts and service background

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.