A multinational company into heavy moving machinery is recruiting an experienced operations and service team leader to manage the sales and leasing of their machinery Job Description:
Supervise, mentor, and motivate the hire desk team to achieve individual and collective goals. Conduct regular performance reviews and provide constructive feedback.
Ensure the team delivers exceptional customer service, handling inquiries and resolving issues efficiently and professionally.
Oversee the operations, ensuring timely and accurate processing of equipment hires, returns, and inventory management.
Identify opportunities to streamline processes, enhance productivity, and improve customer satisfaction.
Monitor key performance indicators (KPIs), produce reports, and communicate results to senior management.
Work closely with other departments such as logistics, sales, and credit control to ensure seamless operations.
Understands, performs and manages all “rental cycle” tasks with the rental desk teams this includes but not limited to, transport & logistics, telematics monitoring, administration related to hiring desk operations, and account release requests with the credit control team.
Understands, performs, and manages the timeliness and accuracy of the rental desk team’s data and statusupdates in the Insync/MAR platform and any other agreed data management tools.
Coordinate scheduling the operation supervisor's on-site “familiarizations” & “off-hire inspections”. Monitoring the delivery of machines and assigning tasks to the operations supervisors.
Understands, performs, and manages communication pathways (phone, email, verbal, system) for internal and external machine rental-related requests, following the correct processes, to eliminate of waste and duplications (defects).
Manages rental agreements, delivery notes/collection notes, LPO’s that are required to enable a machine on/off hire are accurately completed, filed and updated in the system.
Preparing the delivery notes and providing them to the transporter.
Preparing a job file against each sales order & filing the documents, including delivery note acknowledgment.
Forwarding the information and updating the customer inquiry log.
Checking customer emails, liaising with commercial and technical staff closely for coordination of each specific job
Coordinate scheduling of IPAF and or Familiarization requests from Clients or Account Managers as when required.
Provides hire desk and related operational reporting to the operations manager as required.
Coordinates and manages the correct transport to deliver/collect the machines after coordinating with site persons and account managers for delivery & collection times, site location details & specific site access needs.
Coordinate scheduling and preparing off-hire/collection notes as per the instructions from the customer or account manager's email request.
Coordinate with account managers and technical teams & prepare the “priority machine requirements”. Based on this priority list, hire desk and technical will coordinate machine readiness and delivery schedules.
Monitor and share appropriate customer damage details to the technical team for the creation of damage advice notes.
Coordinate and manage current utilization reports (e.g. revenue tracker), update MAR for data accuracy and equipment availability reports.
Coordinate and manage Infleet and Defleet machines to and from the UAE fleet count in the system.
Coordinate and manage rate confirmation with account managers and credit control team before monthly invoicing.
Coordinate and manage transport timesheets and cost and prepare LPOs every month.
Perform and manage to achieve the Hire desk team's smart goals and KPIs.
Execute and coordinate continuous improvement activities, best practices, and knowledge transfer to team members and relevant departments.
Execute and coordinate team-building activities such as TBTs, and brainstorming sessions with drivers and team members.
Requirements
Proven experience with at least 2 years in a supervisory or leadership position.
Strong leadership and team management skills, with the ability to motivate and inspire a team.
Excellent communication and interpersonal skills.
Strong organizational and problem-solving abilities.
Proficient in relevant software and systems (e.g., CRM, hire management software).
Ability to work in a fast-paced environment and manage multiple priorities.
Fluent in English, Hindi will be an advantage.
Highly Proficient with Microsoft Excel skills- V look up, PIvot tables, Count if and all other basic formulas.
