Service Manager

About Us At Southwestern Equipment, our mission is simple: to help our customers win. Whether they're building roads, developing land, or maintaining infrastructure, we're here with the equipment and expertise they need. We're passionate about what we do—and we're looking for a Service Manager who shares our values: Hustle, Thoughtful, Passion, and Customer Focus. What You’ll Do As our Service Manager, you'll be the front line of our service department—leading the charge to deliver top-tier support for our customers and equipment. From managing technician schedules to ensuring clear communication and timely service completion, you'll keep everything running smoothly. Your Day-to-Day Might Look Like This: Leadership & Team Management Lead and mentor a team of Service Technicians Run effective meetings, track performance, and make sure training requirements are met Handle scheduling, time management, and safety programs Foster strong cross-departmental communication Customer Service Excellence Greet customers and actively listen to their concerns Keep customers informed about service timelines, updates, and repairs Ensure every interaction exceeds customer expectations Scheduling & Workflow Coordination Assign work to techs based on skillset and availability Reduce downtime and ensure efficient task allocation Communicate job status updates with customers and team Documentation & Invoicing Maintain detailed service records and equipment histories Create work orders, estimates, and invoices Ensure standards like 3C and Machine Service Protocols are followed Parts & Inventory Oversight Partner with the parts team to secure necessary components Track supply usage, reorders, and returns Ensure parts are properly billed or returned Accountability & Metrics You’re the go-to person for key service department goals: Days to Close Department Revenue vs. Budget Performance Reviews Labor Efficiency & 5S Standards What You Bring to the Table High school diploma or equivalent (technical training is a plus!) Prior experience in construction equipment service or a related industry Strong leadership, customer service, and communication skills Working knowledge of parts, service processes, and inventory systems Ability to lift/move up to 50 lbs occasionally Valid driver’s license; willing to become forklift certified Bonus Points If You… Thrive in fast-paced environments Love solving problems and improving systems Are comfortable juggling tasks, people, and priorities Travel Requirements Minimal—less than 10% annually. May vary during initial training. Why Southwestern? Because we're not just offering a job—we're offering a place where you can grow, lead, and make a difference. You'll work with a team that values innovation, supports professional development, and celebrates wins big and small. Equal Opportunity Employer We are proud to be an Equal Opportunity/Affirmative Action Employer. We value diversity and are committed to creating an inclusive environment for all employees. SERVICE ADVISOR Southwestern Equipment is a FULL SERVICE EQUIPMENT dealership from parts to service to sales and rents, we do it all. Southwestern is GROWING so opportunities for promotion are endless. Service Advisors must be organized, excellent at multi tasking, and skilled communicators! Quoting: records, reports and standard procedures Time management: service, inspections, testing and warranty Shop and tool inspections Understands and explains factory service and maintenance schedules Periodically evaluates the performance of the service department with respect to company plan Works well with parts personnel and sees that proper procedures, records, and reports concerning parts for service are in order and communicated appropriately Recommends the purchase of service vehicles; maintains the fleet and supervises the efficientuse of vehicles in the performance of service work. Administrative duties such as preparing reports, estimates, and forecasts; maintains warranty records; initiates campaigns designed to increase the profit of the service department Oversees a shop of approximately 3-5 service technicians Completes paperwork with regards to billing, and warranty Service advisoror warranty administratorexperience is preferred The ability to use multiple software programs and toggle between windows is a MUST Must have the ability to work with manufacturers, vendors, customers and technicians The qualified candidate will demonstrate an ability to manage service operations, scheduling, logistics and communications Southwestern Equipment is looking for a SERVICE MANAGER to lead our product support team. We value solid communicators with a customer first orientation to work. If you understand the importance of product support, excellence and teamwork, we'd like to talk to you! We are a growth oriented, family owned business with an aggressive plain to double our territory. Service Manager Job Description Effective October 1, 2023 The Service Manager role encompasses various responsibilities, such as greeting and assisting customers, documenting equipment issues, and ensuring timely issue resolution. Effective communication is crucial, involving explaining service details, gathering feedback, and maintaining clear communication channels. Scheduling duties include managing appointments and efficiently allocating tasks. Collaboration with the parts department is essential to ensure necessary components are available, and rigorous inventory management is maintained. Thorough documentation practices, including record-keeping and invoicing, contribute to overall efficiency. Additionally, the Service Manager undertakes various tasks assigned by the Operations Manager to enhance departmental efficiency. Lastly, the Service Manager holds leadership, management, and accountability responsibilities for the Service Technicians. Reporting Structure Reports to: Operations Manager or ROM Subordinates Service Technicians Travel Requirements May require travel for training or meetings, limited to less than 10% annually. Initial training for onboarding purposes may differ. FLSA Classification Exempt Metrics Accountable Days to Close Dollars per Tech Service Department Income 5S Service Department Overtime worked vs Billed 90% Performance Reviews Completed on Time Roles and Responsibilities Values and Mission Upholds Southwestern Equipment’s Values, Vision, and Culture. Passion We create relationships, not just transactions. Niche Through high levels of customer experience we provide solutions and expertise to help customers build the future. Core Values Helpful - We are reliable. Hustle - We have grit and do more than what is required. Human - We treat everyone with empathy and dignity. Customer First - We make sure our customers are cared for first. Core Job Functions Lead, Manage, and Accountability (LMA) Enforces and follows all policies and procedures. Fosters interdepartmental and interbranch communications. Leading effective routine meetings per company guidelines. Ensuring that all associates obtain and complete the required training. Establishes safety programs within the facility. Managing employee time and HR needs. Follow EOS model where applicable. Customer Service Greet and assist customers when they contact the dealership service department. Listen to customers' concerns, document equipment issues, and gather relevant information. Strive to exceed customer expectations by delivering exceptional service and resolving issues promptly. Provide detailed explanations of service options, costs, and timelines to customers. Gather feedback from customers to assess satisfaction and identify areas for improvement. Address any customer concerns or complaints promptly and professionally. Maintain open and clear communication channels between customers, technicians, and management. Provide regular updates to customers on the status of their equipment repairs. Scheduling Schedule service appointments and allocate work to service technicians based on their skills and availability. Ensure efficient use of technician resources and minimize equipment downtime. Coordinate with customers to establish repair timelines and provide updates on progress. Documentation Maintain accurate and up-to-date service records for each piece of equipment. Create work orders, documenting all service activities. Prepare invoices, estimates, and quotes for customers, including parts and labor costs. Ensure 3C and Machine Standards are being followed by Techs. Parts and Inventory Management Collaborate with parts department to ensure required components are available for scheduled service jobs. Monitor parts used for service jobs and that they are charged to the customer or returned to the parts department. Track shop supply usage and update records accordingly. Reorder shop supplies as necessary. Service Duties as assigned by Operations Manager Perform various tasks and projects as directed by the Operations Manager to support the efficient operation of the Service Department. Educational and Experience Requirements High school diploma or equivalent; additional education or technical training is a plus. Previous experience in a similar role within the construction equipment industry is highly desirable. Strong knowledge of construction equipment parts and components. Excellent customer service and communication skills. Proficiency in using computerized inventory management systems. Detail-oriented with strong organizational skills. Ability to lift heavy objects and perform physical tasks as needed. Valid driver’s license. Willing to be forklift certified. Physical Requirements and Working Conditions 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 regularly required to stand and walk through the shop. The employee is occasionally required to walk, climb or balance; stoop, kneel, crouch; and speak and hear. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Our company is unable to offer sponsorship now or in the future. All candidates must be legally authorized to work in the United States without the need for sponsorship. Southwestern Equipment utilizes E-Verify in accordance with Federal regulations. Please keep in mind that the posted payrange represents the range for all positions in the job grade within which this position falls. The actual hourly/salary offer will take into account a wide range of factors, including location, certifications, and skill development and potential bonuses. We offer full time employees: competitive salary, full benefits: Medical, Dental, Vision, Critical Illness, Life Insurance, 401K with match, Wellness, PTO, Paid Parental leave, Company Apparel, Uniforms provided, PPE Provided, Prescription Safety Goggles and Boot Allowance. Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law. #J-18808-Ljbffr