Job Description

Job Title: Service Manager

Department: Service

Reports To: VP of Product Support

FLSA Status: Exempt

Position Purpose:

The Service Manager is responsible for overseeing the daily operations of the service department to ensure the efficient, profitable, and high-quality repair and maintenance of customer and company-owned equipment. This role leads service personnel, manages work order flow, enforces safety and quality standards, and ensures customer satisfaction.

Essential Job Functions:

Operational Leadership

• Manage and oversee all service department functions including shop and field service operations.
• Schedule and prioritize work orders to meet customer needs and maximize shop and technician productivity.
• Monitor work-in-progress to ensure timely completion and accurate billing.
• Manage warranty and policy claim submissions with OEMs.

Team Management

• Hire, train, mentor, and evaluate service technicians and support staff.
• Conduct regular performance reviews and coaching to improve productivity and quality.
• Foster a culture of teamwork, accountability, and continuous improvement.

Customer Service

• Serve as the primary contact for major service customers, ensuring clear communication and resolution of service issues.
• Work closely with customers to provide accurate estimates, timelines, and updates.
• Address and resolve customer complaints in a professional and timely manner.

Financial & Administrative Oversight

• Monitor department performance against financial and operational targets (labor efficiency, gross profit, WIP, recovery rate).
• Approve work orders, invoices, and purchase orders in accordance with company policy.
• Ensure proper documentation of service work, including time, parts, labor, and technician notes.
• Open and Cost workorders in accordance with MLEC.

Safety & Compliance

• Enforce company safety standards and ensure compliance with OSHA and environmental regulations.
• Maintain a clean, safe, and organized work environment.

Collaboration & Communication

• Coordinate with Parts, Sales, and Rental departments to ensure smooth interdepartmental operations.
• Participate in regular management meetings and contribute to strategic planning
• Education and Or Qualifications:
• 5+ years of experience in service management or supervisory role in heavy equipment, trucking, or a related field.
• Strong technical knowledge of construction equipment and hydraulic, electrical, and diesel systems.
• Proven leadership, customer service, and organizational skills.
• Proficient with service software, Microsoft Office, and OEM diagnostic systems.
• High school diploma or equivalent required; technical degree preferred.

Physical Demands:

• This position requires sitting, stooping, kneeling, pushing, climbing, moving and reaching overhead and working overhead.
• Ability to lift up to 60 lbs. and work inside and outdoors in various climate and temperatures.

Work Environment:

• This position is exposed to work near moving mechanical parts, electrical systems, hazardous materials, fumes, airborne particles and moderate noise levels. Appropriate PPE gear must be worn as required.

Certificates, Licenses, Registrations:

• Must have valid Driver's License to operate company vehicles.
• Must complete MSHA, First Aid, and CPR certifications as required.
• Must complete in-service training as required including continuing education with verifiable credits from Manufacturer's technical schools or organizational training programs.

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