Customer Support Technology Manager

EquipmentShare is Hiring a Customer Support Technology Manager

EquipmentShare is searching for a Customer Support Technology Manager for our Headquarters in Columbia, MO.

About EquipmentShare

EquipmentShare is dedicated to creating a connected jobsite for the modern contractor. We deliver user-friendly technology solutions that help contractors maximize their equipment uptime, reduce risk exposure and increase productivity. EquipmentShare’s product offerings include an improved equipment rental experience, fleet tracking and asset management software, hardware security solutions and predictive service and maintenance applications.

EquipmentShare is the fastest-growing, independently owned construction equipment rental company in the country. We serve dozens of markets across the U.S. and are on track to create a national footprint in every major market in the country by the end of 2023. Our branch locations are equipped with a broad range of construction equipment, ranging from 150-foot telescopic booms to 120,000-lb. track excavators. 

EquipmentShare’s rapid growth goes beyond meeting a demand for equipment rentals in booming new markets. Instead, our mission begins with our rental product, and it’s a testimony to our ability to improve industry standards and better serve the customer. Our expansion and customer retention is a validation of strong contractor demand for the smart jobsite technology we’ve built into our rental fleet. And it’s just the beginning of our journey to establishing a global presence. 

Your Opportunity to Grow With Us

The EquipmentShare team is a close-knit group of professionals who all share an interest in providing a service and product that improves our customer’s experience. Above all, we care about building something people want, and the only way to do that is by assembling a skilled, passionate and talented team. Our mission is to improve productivity and efficiency throughout the entire construction industry, and our people are how we make achieving that goal possible.

We’re seeking a Customer Support Technology Manager who loves a challenge and wants the opportunity to grow with a fast-paced company. Industry competitors often have layers of tenured management that create barriers to career advancement. The opportunity for career growth is unparalleled at EquipmentShare, where you’ll find no shortage of challenging yet fulfilling work, chances to build new skills and supportive teammates who will push you to achieve your best.

JOB SUMMARY

The Customer Support Technology Manager is responsible for working closely with the Director of Customer Support to ensure success of the department is achieved through managing highly skilled, dedicated, and knowledgeable employees that consistently provide the highest level of service and support to EquipmentShare’s internal and external customers in a multi-channel environment. Establish and maintain excellent working relationships with internal departments and rental markets to effectively support collaboration on special projects, committees, and service initiatives. Promote an environment of positively impacting the customer’s experience with every interaction through serving in a key customer contact support role. Utilize highly skilled experience and expertise in the development, maintenance, and facilitation of a comprehensive new hire training program in addition to identifying continuous process improvement initiatives that support a best-in-class operation. Assist with recruiting and performance management processes.

ESSENTIAL DUTIES & RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Demonstrate leadership in accordance with EquipmentShare’s vision, mission, and values.
  
  
• Assist in department planning and setting departmental standards, priorities, goals, and objectives.
  
  
• Has a clear understanding of the equipment rental lifecycle to impact the overall experience as well as to identify process gaps and process improvement initiatives.
  
  
• Establish and maintain professional working relationships with internal and external customers and co-workers for self while ensuring the same for subordinates.
  
  
• Manage time effectively to ensure productivity levels and turnaround times are within established service standards.
  
  
• Assist leadership in providing strategic leadership for the department and the company. Participate effectively in strategic and operational processes to ensure long-term profitability and success.
  
  
• Work with leadership in the development of a quality program