Service Manager

Position Summary: The Service Manager is responsible for the overall performance of the service department, including daily operations, profitability, customer satisfaction, employee supervision, and equipment maintenance. This position provides leadership to service technicians, ensures equipment is serviced safely and efficiently, and drives operational excellence while supporting the branch's overall business objectives.

Service Operations: Manage daily shop and field service operations, including equipment inspections, diagnostics, maintenance, and repairs. Prioritize and schedule work orders to maximize technician productivity, equipment availability, and turnaround time. Serve as the primary point of contact for service customers by providing estimates, communicating repair status, resolving concerns, and ensuring a high level of customer satisfaction. Maintain accurate service records, warranty claims, labor estimates, and compliance with company processes. Oversee fleet maintenance, preventive maintenance programs, and equipment readiness to minimize downtime. Ensure shop supplies, tools, and equipment are maintained and available to support efficient operations. Assist technicians with troubleshooting complex mechanical, hydraulic, and electrical issues when needed.

Leadership & Team Development: Lead, supervise, coach, train, and evaluate service technicians and shop personnel. Assign work, monitor performance, and provide technical guidance to ensure quality workmanship. Conduct performance reviews and promote employee development and continuous improvement. Foster a culture of safety, accountability, teamwork, and professionalism.

Customer Service: Build strong relationships with customers by ensuring timely communication and quality repairs. Handle customer questions and resolve service-related issues promptly and professionally. Support the sales and rental teams with technical expertise and equipment knowledge.

Operations & Financial Management: Monitor department productivity, profitability, labor utilization, and operating expenses. Control expenses while maintaining quality repairs and efficient service operations. Maintain a clean, organized, and professional service facility. Support branch goals by driving operational efficiency and continuous process improvement.

Safety & Compliance: Ensure compliance with OSHA, DOT, and company safety policies and procedures. Promote safe work practices and maintain a safe, organized work environment. Ensure technicians follow manufacturer specifications and company service standards. Oversee preventive maintenance programs to maximize equipment life and reduce downtime.

Qualifications: High school diploma or equivalent required. Five (5) or more years of experience in a heavy equipment, truck, or industrial service environment, including supervisory or management experience. Strong leadership, communication, organizational, and customer service skills. Working knowledge of diesel, hydraulic, electrical, and mechanical systems. Experience troubleshooting heavy equipment and truck systems preferred. Proficiency with computer systems, diagnostic software, and Microsoft Office. Class B CDL preferred.