Service Manager

Service Manager

The Service Manager at Toyota Lift of South Texas (San Antonio) is responsible for leading the overall service operations of a full-service Toyota Material Handling dealership, ensuring operational excellence, profitability, and an unmatched customer experience. This individual will oversee all aspects of the service department, including shop, field, and planned maintenance operations, while maintaining focus on departmental growth, technician development, and performance optimization. The Service Manager is a results-driven leader with a strong business acumen, excellent people skills, and a deep understanding of service operations within the material handling industry.

Essential Functions

• Provide daily leadership and direction to all service personnel, including shop, field, and PM technicians.
• Foster a culture of accountability, teamwork, and exceptional customer service.
• Drive operational performance through effective scheduling, productivity tracking, and technician support.
• Full responsibility for the department's profit and loss (P&L) performance.
• Manage labor efficiency, recovery rates, and cost control measures to maximize profitability.
• Monitor and act on key performance indicators (KPIs), including: Last Date of Labor (LDL), Preventive Maintenance (PM) Completion Rate, Work in Process (WIP) Management, Response Time and First-Time Fix Rate.
• Ensure work orders are processed timely and accurately to support proper billing and revenue capture.
• Serve as the primary point of contact for key customer accounts, ensuring service expectations are met or exceeded.
• Handle escalated customer issues promptly with professionalism and urgency.
• Drive customer retention and satisfaction through proactive communication and follow-up.
• Recruit, train, and mentor technicians to ensure ongoing skills development and career growth.
• Promote a safe working environment, ensuring all team members adhere to company and OSHA safety standards.
• Conduct performance reviews, set clear expectations, and provide continuous coaching.
• Develop and implement short- and long-term plans to grow the service business in alignment with dealership objectives.
• Identify new service opportunities, process improvements, and technologies to enhance operational efficiency.
• Collaborate with Parts, Rental, and Sales teams to ensure alignment and maximize overall branch success.
• Sustainment of Aftermarket Sales Service Evaluation & Certification (ASEC).
• Implementation of Toyota Lean Management (TLM) principles driving continuous improvement through the department.

Qualifications

• 5+ years of experience in service management within the material handling, heavy equipment, or industrial service industry.
• Proven experience managing departmental P&L and driving financial performance.
• Strong leadership, communication, and organizational skills.
• Solid understanding of service KPIs and operational metrics.
• Proficient in ERP/service management systems (experience with Softbase or similar preferred).
• Intermediate to advanced Microsoft Office skills (Excel, Word, Outlook).
• Bachelor's degree in Business, Management, or related field preferred; equivalent work experience considered.
• Growth-focused and motivated by operational excellence.
• Strong problem solver with the ability to make timely, informed decisions.
• Customer-centric mindset with a passion for delivering exceptional service.
• Proven ability to lead teams through change and foster a positive work culture.

Physical Requirements

• Ability to work in both office and industrial environments.
• Frequent walking through shop and yard areas; occasional lifting up to 25 lbs.
• Regularly required to sit, stand, and communicate effectively.