Rental Manager

Job Summary:

The Rental Manager leads the Rental department and is responsible for both growing rental revenue and running day-to-day rental operations. The role entails a combination of developing customer accounts, supporting sales account managers seeking new rental business, and generating in-house sales growth with hands-on oversight of rental contracts, equipment check-out and check-in, and fleet utilization. The Rental Manager supervises Rental employees, resolves escalated customer issues, and works closely with the Sales and Repair teams to deliver a consistent, high-quality customer experience.

Supervisory Responsibilities:

• Lead and manage entry-level employees.
• Train new employees on the company policies, procedures, and best practices.
• Organize and oversee the schedules and work of assigned employees.
• Conduct performance evaluations that are timely and constructive.

Essential Duties and Responsibilities:

Rental Sales & Account Growth

• Drive rental revenue growth by supporting and coordinating with rental customers to keep them engaged, retained, and growing.
• Conduct needs assessments with customers and recommend appropriate equipment, rental terms, and add-on services for each job.
• Prepare rental quotes and proposals, and contribute to rental rate structures, pricing, and contract negotiations.
• Serve as the primary point of contact for key rental customers, ensuring high satisfaction and repeat business.
• Support in-house sales growth by identifying cross-sell, upsell, and rental-to-purchase opportunities.
• Collaborate with operations, fleet, and marketing teams to ensure seamless service delivery.
• Partner with Sales to transition accounts as they scale.

Rental Operations: Contracts, Check-Out & Check-In

• Oversee the full rental contract process, ensuring agreements, terms, credit approvals, insurance certificates, and required customer documentation are complete and accurate before equipment leaves the yard.
• Manage equipment check-out, including availability, reservations, pre-rental inspections, and delivery and pickup scheduling.
• Manage equipment check-in, including return inspections and documentation of condition, damage, missing items, and usage, and ensure related charges are billed.
• Ensure rental contracts are invoiced accurately, closed out in a timely manner, and resolve billing questions.
• Track fleet availability and provide direction to employees to maximize fleet utilization.
• Ensure that Sales, Repair, and Production teams are informed of changes to company rental policies and services.
• Assist fleet and maintenance departments with equipment turnaround, off-site repairs, and fleet replacement goals and objectives.
• Manage after-hours emergency breakdown calls as required.

Customer Service

• Monitor and review calls or other correspondence between employees and customers to ensure consistency of customer experience.
• Resolve escalated customer complaints and issues while maintaining professionalism and prompt follow through.
• Prepare knowledge-based documents such as summaries and responses to frequently asked questions.
• Backfill Rental Coordinator duties as needed to ensure department consistency.

Reporting, Forecasting & Planning

• Maintain accurate records in CRM and ERP systems, including pipeline activity, quotes, contracts, forecasts, and account plans.
• Utilize and optimize CRM software to collect and report data on customer inquiries, complaints, and rental activity.
• Collect customer data, competitive rental rates, and utilization to inform pricing and account strategies.
• Identify opportunities to update or improve internal procedures and make recommendations to supervisor.

General

• Performs other related duties as assigned.
• Drive customer owned and/or company vehicles as needed.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must have a valid driver’s license. Must be able to pass DOT physical and drug testing requirements.

Education and/or Experience:

Bachelor’s degree preferred. Minimum of three years of inside sales, rental, or customer service experience required. Experience in equipment/vehicle rental, highway safety, or a related industry preferred. Previous experience in a supervisory role preferred.

Language Skills:

Ability to read and interpret documents such as safety rules, blueprints, operating and maintenance instructions and procedure manuals. Ability to speak effectively before groups of employees of the organization.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.

Computer Skills:

Proficient in the use of MS Office Suite. Experience with CRM software preferred; familiarity with ERP or rental management systems is a plus.

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or schedule form.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand, walk, sit, and talk/hear. The employee will be required to safely get in and out of a medium duty trucks. The employee is occasionally required to use hands to finger, handle or feel and reach with hands and arms. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, Distance vision, peripheral vision, and depth perception. Must be able to pass a DOT physical (basic health screen and drug test). May include prolonged periods sitting at a desk and working on a computer.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts. The employee is occasionally exposed to fumes or airborne particles and risk of electrical shock. The noise level in the work environment is usually moderate.

Special Requirements:

Strong verbal and written communication skills. Organized with attention to detail. Strong negotiation, relationship-building, and customer service skills. Ability to coach and mentor employees. Valid driver’s license /and able to pass an insurance background check.

PPE:

Follow general PPE:

Personal Protection Equipment (PPE) must be worn as required based on the specific location and job processes to ensure safety. Always follow workplace safety policies and regulations to reduce risks and maintain a safe working environment.