Shop Manager - Lawn Equipment Service Department

Job Description

Job Description

Position Summary

The Shop Manager is responsible for the daily operation and performance of the lawn equipment repair shop. This position leads the service technicians, manages repair workflow, monitors productivity and quality, and ensures customers receive accurate repairs within reasonable turnaround times. The Shop Manager understands small engines with the ability to serve as a lead mechanic as-needed for day-to-day operations and peak need.

The Shop Manager works closely with the Parts Manager and Sales Manager but does not directly manage the parts or equipment sales departments. The ideal candidate is a hands-on leader with strong mechanical knowledge, organizational ability, and experience managing technicians in a fast-paced service environment.

Essential Responsibilities

Shop Operations

• Manage the daily workflow of the repair shop from equipment check-in through repair completion.
• Review incoming work orders and assign repairs based on technician skill, workload, parts availability, and customer commitments.
• Establish daily and weekly repair priorities.
• Monitor open work orders and address delays, stalled repairs, and workflow bottlenecks.
• Ensure customer-approved work is completed accurately and within the estimated timeframe.
• Coordinate with service writers regarding repair status, estimates, approvals, delays, and completion dates.
• Keep the shop, equipment staging areas, and technician workspaces clean and organized.

Technician Leadership

• Supervise, schedule, coach, and support service technicians.
• Set clear expectations for productivity, repair quality, documentation, attendance, and workplace conduct.
• Match repair assignments to technician experience and ability.
• Monitor billed hours, available hours, efficiency, productivity, and work quality.
• Conduct regular check-ins and performance discussions with technicians.
• Identify training needs and help technicians improve their diagnostic and repair skills.
• Assist with hiring, onboarding, and evaluating technicians.
• Promote teamwork, accountability, urgency, and professional behavior.

Technical Oversight and Quality Control

• Provide diagnostic guidance and technical support when technicians encounter difficult repairs.
• Review repair findings and recommended work before estimates are presented when appropriate.
• Verify that technicians document diagnoses, labor performed, parts used, and additional concerns accurately.
• Inspect or test completed repairs before equipment is released.
• Confirm that safety-related items are identified and communicated.
• Track comeback repairs, determine their cause, and take corrective action.
• Ensure manufacturer service procedures, specifications, and warranty requirements are followed.
• Perform repairs or assist technicians when needed to maintain workflow.

Repair Scheduling and Turnaround Time

• Maintain visibility into the status of every active repair order.
• Balance scheduled work, walk-in repairs, warranty work, commercial accounts, and seasonal demand.
• Establish realistic completion targets based on shop capacity and parts availability.
• Communicate status changes promptly to service writers and other affected employees.
• Develop processes that reduce equipment wait time and prevent repair orders from being overlooked.
• Prepare the shop for peak-season demand through staffing, scheduling, and workload planning.

Coordination With Other Departments

• Work with the Parts Manager to identify parts needed for open repair orders and resolve parts-related delays.
• Communicate recurring parts needs without assuming responsibility for the parts department or its inventory.
• Work with the Sales Manager on new-equipment setup, pre-delivery inspections, trade-in evaluations, and technical questions.
• Provide repair-versus-replacement recommendations when requested.
• Escalate significant customer, staffing, warranty, or operational issues to the appropriate department leader or ownership.

Safety and Equipment Care

• Enforce safe work practices throughout the repair shop.
• Ensure technicians properly use lifts, tools, diagnostic equipment, personal protective equipment, and other shop resources.
• Maintain safe procedures for fuel, batteries, oil, chemicals, blades, compressed air, and operating equipment.
• Confirm that shop tools and equipment are maintained and stored properly.
• Report accidents, injuries, property damage, and safety concerns promptly.
• Ensure customer equipment is handled and stored securely.

Performance Measures

The Shop Manager’s performance may be evaluated using:

• Total billed labor hours
• Technician productivity and efficiency
• Repair turnaround time
• Number and age of open work orders
• Repair quality and comeback rate
• Accuracy and completeness of technician documentation
• Warranty-repair compliance
• Technician attendance and retention
• Training and skill development
• Shop cleanliness, organization, and safety
• Customer satisfaction with completed repairs

Required Qualifications

• At least three years of experience repairing or servicing outdoor power equipment, small engines, automotive equipment, powersports, agricultural equipment, or similar products.
• Strong mechanical and diagnostic knowledge.
• Previous experience leading technicians or coordinating shop workflow.
• Ability to diagnose mechanical, electrical, fuel-system, hydraulic, and drive-system problems.
• Ability to read parts diagrams, service manuals, repair orders, and manufacturer specifications.
• Strong organizational, communication, and problem-solving skills.
• Ability to prioritize work in a high-volume, seasonal environment.
• Basic computer and service-management system proficiency.
• Valid driver’s license with an acceptable driving record.
• High school diploma or equivalent.

Preferred Qualifications

• Previous service manager, shop foreman, lead technician, or shop manager experience.
• Experience with residential and commercial lawn equipment.
• Manufacturer training or certifications in outdoor power equipment repair.
• Experience managing technician productivity and billed labor.
• Familiarity with manufacturer warranty procedures.
• Experience training or developing less-experienced technicians.

Physical Requirements

This position requires the ability to:

• Work primarily in an active repair-shop environment.
• Stand and walk for extended periods.
• Bend, kneel, climb, reach, and work around operating equipment.
• Regularly lift or move parts and equipment weighing up to 50 pounds, with assistance used for heavier items.
• Work around gasoline, oil, batteries, noise, dust, exhaust, outdoor temperatures, and moving equipment.
• Safely operate lawn equipment, shop tools, and company vehicles as authorized.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Schedule

This is a full-time position with hours generally scheduled Monday through Friday. During peak season, Saturday coverage may be required based on repair volume and business needs.

Compensation

Compensation will be based on experience, technical knowledge, leadership ability, and demonstrated performance. The position may include performance incentives tied to shop productivity, repair quality, turnaround time, and other established service-department goals.