Rental Services Operations Specialist

Find YOUR fit at Ohio CAT (a division of Ohio Machinery Co.)! Join a winning culture that strives to be the top-performing, dynamic industry leader and partner of choice for the products and solutions that help our customers build, improve, feed, power, and protect our world. Come grow your career - See what opportunities await today!

JOB SUMMARY :

The Rental Services Operations Specialist is responsible for overseeing and supporting shop service operations for Ohio CAT’s rental and equipment service business. This role ensures that shop service teams deliver safe, efficient, and high-quality repairs while meeting company objectives for profitability, customer satisfaction, and operational excellence. The Rental Services Operations Specialist provides leadership, technical guidance, and administrative oversight to ensure service standards are consistently met. This position is based on site and requires daily hands-on involvement in operations.

JOB QUALIFICATIONS :

Minimum of five years of industry experience - in shop service management, equipment service, or a closely related industry.

At least two years of supervisory or leadership experience.

Proficiency with Ohio CAT systems, Integrated Rental, Service Link, and Microsoft Office Suite.

Technical knowledge of heavy equipment and rental / service operations.

Strong written and verbal communication skills with a customer-focused mindset.

Ability to manage multiple work assignments and lead a team in a fast-paced environment.

Commitment to customer service and team development.

Working knowledge of all key service and rental support functions.

Previous business management or service leadership experience preferred.

KEY COMPETENCIES :

Shop Service Operations

Support shop service operations, ensuring timely and effective completion of repair work orders.

Review daily prioritization and workflow of shop service activities.

Monitor shop performance, technician productivity, and repair quality through reporting and data analysis.

Ensure compliance with Caterpillar Service Criteria, Rental Excellence standards, and Ohio CAT expectations.

Oversee warranty claims, service letters, and manufacturer updates for shop-serviced equipment.

Ensure implementation of strategies to meet service audit metrics and operational benchmarks.

Ensure proper use of diagnostic tools, service software, and digital platforms within the shop.

Oversee the process for identifying and documenting equipment damage and cost recovery.

Maintain accountability for shop tool inventories, contamination control, and equipment readiness.

Enforce SafeWorks compliance and company safety policies within the shop environment.

Coordinate with parts and logistics teams to ensure timely availability of components and materials.

Customer & Relationship Management

Serve as the primary point of escalation for customer service issues related to shop repairs.

Promote a customer-first culture by ensuring technicians deliver professional, courteous, and solution-oriented service.

Collaborate with rental and sales teams to support customer needs and strengthen long-term relationships.

Administrative & Leadership

Support and develop shop service staff, including Service Coordinators and Technicians.

Conduct daily, weekly, and monthly team meetings to review performance, safety, and operational updates.

Ensure all employees receive adequate training and development in technical and safety areas.

Oversee service budgets, expenses, and financial reporting related to shop operations.

Maintain accurate documentation of service activities, technician time, and work order completion.

Promote Ohio CAT’s operating expectations as directed by the General Manager of Rental Services Product Support.

Ensure shop operations align with company policies, procedures, and compliance requirements.

Performs all other duties as assigned.

EMPLOYEE BENEFITS

401(k) : Match and employer discretionary contribution.

Health Insurance : Two options are available, including an HSA with a dollar-for-dollar match of up to $1,200 per year.

Dental & Vision Insurance : Comprehensive coverage options.

Financial Access : Credit Union membership is available.

Insurance : Life Insurance, Short-Term Disability, and Long-Term Disability coverage.

Educational Opportunities : Scholarships for employees’ spouses and children through the Ohio Machinery Education and Opportunity Foundation.

Compensation : Base pay, annual bonus potential, and company success share bonuses.

PHYSICAL REQUIREMENTS :

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and / or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. The noise level in the work environment is usually quiet in office settings and moderate to loud in other situations, with both constant and sudden loud noises possible.

EEO, Veterans & Disabled Employer, and VEVRAA / 503 Federal Contractor.