Patten Industries

Rental Service Operations Manager

Req No.
Regular Full-Time
Union or Non-Union


POSITION SUMMARY: The purpose of this position is to provide operational management support for the development of rental within Patten Rental Service locations.  As Patten Rental Service grows their rental business, they will face different sets of challenges, which will require different types of support.  This position acts as both a team member and a resource/information provider.  To be effective, the Rental Operations Manager must establish an understanding of the following objectives and accountabilities.




  1. Actively involved in rental department process and procedure development and implementation.
  2. Obtain 100% of business plan net revenue goal.
  3. Obtain overall financial utilization per year as outlined through 2015.
  4. Maintain daily involvement with inside sales staff to include training on any operational issues. Develop inside sales staff to determine operations or sales career path.       Rental Operations Manager to spend a minimum of 30 minutes per day at the rental counter.
  5. Cost of maintenance not to exceed 15% of rental revenue.
  6. Slow rent to be maintained at zero units at over 90 days without renting and review with branch on monthly basis.
  7. Enforce company safety program. Program to include monthly safety meetings.
  8. Support “field management” strategy by providing Rental Manager with information regarding lost rents and the competition. Lost Rent Report to be submitted a minimum of once a month.       Competitor’s rates to be surveyed a minimum of once a month.
  9. 100% of management requests, special assignment or projects to be completed within the specified time.
  10. Operating statements and other financial reports to be reviewed weekly for understanding.       Provide accurate current estimates on monthly basis.
  11. Twice per year, review each employee’s job performance against objectives and standards.
    1. Review phone logs, phone solicitation, and issues with Rental Coordinators a minimum of once per day.
      1. Conduct weekly meetings with Rental Coordinator personnel. Try to hold meetings in the afternoon; they should be no longer than one hour. Focus on result oriented issues.
      2. Review contracts opened and closed each day for consistency in billing (discounting, consistency in contract, billed). 95% of all contracts to have customer signature.
    2. Review accounts receivable with financial department and sales staffs once per month to ensure all steps are taken to maintain efficient collections.
      1. 100% of billing disputes to be resolved within 48 hours of notification from customer.
      2. 100% of suspected customer damage to be documented and communicated to customer within 24 hours of discovery.
    3. Hold a monthly branch meeting to communicate all goals throughout branch personnel.
    4. Responsible for finalizing inventory as it pertains to rental assets.



    • Sets the operating standards for rental locations.
    • Responsible for communicating to Rental Manager new product and offering opportunities
    • Analyzes needs and establishes development and training program for team members
    • Possesses excellent people skills and is able to delegate effectively, keeping the branch on track.
    • Understands basic financial reporting (P/L statements and Balance Sheets) and along with controlling expenses within the branch, monitors the G/L distribution of income and expenses to assure accurate reporting each month.


    Customer Relations

  12. Acts as a mediator with employee and/or customer disputes.
  13. Works closely with the credit/collections department
  14. Works with sales/marketing team members to stay informed of market conditions (competitors and utilization trends) and customer needs.
  15. Analyzes the local rental market and responds appropriately to changes in competitive offerings, market stability, and growth opportunities.
  16. Makes direct customer contact routinely to ensure customer satisfaction levels.


  1. SUPERVISORY RESPONSIBILITIES: Manages all Branch (store) Managers, Rental Coordinators, Technicians and Drivers.



    SKILLS/ABILITIES: Rental Operations Manager should have working knowledge of DBS, Integrated Rental Systems, Microsoft Word, Excel, Powerpoint, iMetrix, SalesLink and and other necessary tools and resources as needed.



EDUCATION/QUALIFICATION/EXPERIENCE:  Rental Operations Manager should have experience in the rental industry or equivalent experience in a closely related industry including construction, engineering or equipment distribution.  A college degree is preferred but equivalent industry experience may be sufficient.  Candidate must have a valid driver’s license and maintain clean driving record.


Equal Opportunity Employer M/F/Disabled/Vets



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