Branch Manager, Rental

The Branch Manager, Rental manages daily operations and store performance for assigned CAT Rental Store branch. Responsibilities include ensuring customer satisfaction, driving financial performance, and maintaining a high standard of service excellence for all rental activities. This role will also be tasked with managing branch expenses, administering employee performance reviews, coaching staff, and aligning department practices with company goals and values.

SUCCESS AT WESTERN STATES:  Western State’s culture is based on passion for our Vision, Mission, and VALUES. We are fiercely committed to SAFETY and sending every employee, safely home, every day. We strive for EXCELLENCE in all we do and are proud to be a “play to win” organization. We act with INTEGRITY in each and every decision we make. Our People and TEAMWORK drive a fun and engaging culture. We are ACCOUNTABLE as individuals and as an organization.

 ESSENTIAL FUNCTIONS: 

Safety

• Actively cares, promotes, manages, and advocates safety at Western States.  As a leader and team member in the organization, it is critical to ensure all employees, vendors, and clients have a safe work environment while adhering to all applicable safety policies, procedures and standards.
• Maintains clean/clutter free personal work areas to ensure safe environments for all WSECO employees.
• Adheres to required personal protective equipment (PPE) as identified in safety policy.

Branch Operations

• Responsible for driving financial performance.
• Manages equipment insurance, overseeing claims and working with appropriate channels to manage the REP process.
• Manages the re-rent equipment inventory to ensure maximum utilization and accuracy
• Manages the Return to Ready process that drives the store performance
• Helps provide ongoing coaching for coordinator team
• Assists with contract building, overflow calls, customer traffic, etc. Highly engaged on all counter duties.
• Manages additional inventory to include the unavailable equipment by coordinating with the rental shop foreman for repair status and rental availability to achieve branch targets.
• Manages equipment delivery efficiency, according to CAT standards and established store goals.
• Manages branch cash process and daily action review to include payments utilizing an ERP.
• Responsible for managing 3rd party freight companies and vendors according to company, standards and Procurement processes.
• Performs customer contract audits for accuracy.   
• Performs required inventory audits, as required, including attachments and quarterly audits for equipment.
• Manages all customer damage incidents.
• Analyzes and monitors financial statements to ensure proper and consistent accounting within assigned branch, recommending changes to Regional Manager, as needed.
• Oversee the rental substitution and fleet utilization to achieve branch financial targets
• Issues rental credits by actively managing and ensuring accuracy solutions.
• Understands and communicate P&L performance on a monthly basis
• Ensures all invoicing is completed daily.

Team Supervision and Training

• Maintains positive working relationships with equipment foreman, sales team, Coordinators, and all other internal departments.
• Supervises direct reports employees.  Performs annual performance reviews, oversees the development and administration of employee development plans and recommends compensation increases. 
• Responsible for achieving customer growth targets according to dealer standards.
• Assists with overseeing safety-related initiatives and leadership efforts.
• Manages customer satisfaction KPI’s to include call reporting and abandoned rate to ensure quality assurance according to rental standards and identifying coaching opportunities 
• Works with Foremen to maintain equipment repair and efficiency.
• Responsible for post transaction survey’s and achieving customer satisfaction targets.
• Implements the Rental Excellence Program and metrics to meet or exceed established goals.

SKILLS, KNOWLEDGE, AND ABILITIES:  

• Knowledge and use of Microsoft computer products or other comparable systems required.
• Knowledge or ability to learn Rental software.
• Proven skills in written and verbal communications, planning, organizing and interpersonal relationship building.
• Ability to set and manage priorities.
• Must be a self-starter with the ability to work with little to no supervision.
• Strong customer service experience required.
• Consistent attendance.

EDUCATION AND EXPERIENCE: 

• Proof of high school diploma or General Education Degree (GED) required.
• Minimum of one year leadership experience required.
• Minimum of two years’ experience performing comparable job duties required, previous industry experience preferred.
• Must be able to communicate (speak, read, comprehend, write in English).
• Valid Driver’s License, acceptable driving record, and ability to obtain a Medical Card required.

PHYSICAL CHARACTERISTICS: 

• Must be able to stand for long periods of time along with walking, sitting, climbing stairs, reaching pushing, pulling, leaning and twisting.
• Some exposure to extreme temperatures, fumes, high noise levels, and dirt.
• Able to lift up to 60 lbs in accordance with Western States’ Lifting Safe Work Practice to include amount and approach.
• Must be able to meet all safety requirements for applicable safety policies.

Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification.  It is not intended be an exhaustive list of all responsibilities, duties, and skills required of employees in this classification.