Rental Service Operations Manager

Cleveland Brothers, the largest Cat® dealer in Pennsylvania, northern West Virginia and western Maryland, has an immediate opportunity for a high energy Rental Service Operations Manager.

 

Are you ready to embark on an opportunity to take your career to the next level?  We’re seeking a Rental Operations Specialist to support our team of Rental Coordinators and Yard Attendants and help them provide a best-in-class customer experience. 

 

Position Summary:

The Service Operations Manager – Rental Division is responsible for driving operational excellence and consistency across all Cleveland Brothers branches with rental operations.

 

This role ensures that every rental asset is maintained and repaired according to Caterpillar and manufacturer standards, supporting maximum fleet availability, quality, and customer satisfaction.

 

The Service Operations Manager will work closely with branch Service Managers and the Rental leadership team to standardize processes, track key performance metrics, support hiring and training of technicians, and plan service resources strategically across the territory.

 

Primary Responsibilities:

• Lead and implement a standardized service operations framework across all rental branches to ensure consistent processes and quality of work.
• Monitor and drive key service performance metrics including:
• Rental Ready % (fleet availability)
• Time-to-Ready (cycle time between return and re-rental)
• Service Response Time
• Maintenance Accuracy (compliance with PM schedules and manufacturer standards)
• First-Time Fix Rate
• Service Labor Utilization
• Partner with Service Managers to ensure rental equipment is maintained, repaired, and documented according to Caterpillar and manufacturer specifications.
• Support and develop branch Service Managers in hiring, training, and retaining high-performing shop and field technicians.
• Review technician workloads and assist in balancing resources across branches to optimize response times and labor efficiency.
• Collaborate with Rental Operations and Product Support leadership to forecast service needs based on fleet size, utilization, and market demand.
• Assist with fleet planning for service trucks, tooling, and diagnostic equipment to ensure branches are properly equipped and operationally efficient.
• Audit branch service operations for compliance with safety, environmental, and quality standards.
• Analyze service data and trends to identify opportunities for improvement and implement corrective actions.
• Foster a culture of continuous improvement, teamwork, and accountability throughout the service organization.

Skills / Knowledge / Qualifications:

• Bachelor’s degree in Business, Operations Management, or related field preferred (or equivalent industry experience).
• Minimum 7+ years of experience in heavy equipment service, rental operations, or related field, with at least 3 years in a leadership or multi-branch management role.
• Strong understanding of Caterpillar service standards, maintenance programs, and diagnostic systems.
• Proven ability to lead change, implement process improvements, and manage performance metrics across multiple locations.
• Excellent communication and leadership skills with the ability to coach and develop others.
• High level of mechanical aptitude and operational discipline.
• Proficiency with service management systems, telematics, and fleet data analysis tools.
• Commitment to safety, quality, and customer service excellence.

Performance Metrics:

• Rental Ready % – Maintain fleet availability targets by branch and category.
• Time-to-Ready – Reduce average turnaround time on returned units.