Service Manager

Position summary:
The Service Manager is responsible for leading the service department to achieve operational excellence, profitability, and a high level of customer satisfaction. This is a customer-focused role, ensuring every interaction reflects professionalism, urgency, and a commitment to exceeding expectations. This role oversees all service operations including technician productivity, workflow management, quality control, and customer communication. The Service Manager is responsible for fostering a strong team culture, holding team members accountable, and driving efficient, consistent execution of service operations.

Responsibilities

• Lead and manage all day-to-day service department operations
• Drive technician productivity, efficiency, and billed hours performance
• Oversee scheduling, dispatching, and workflow to maximize shop capacity
• Ensure all work is completed accurately, on time, and to quality standards
• Manage customer relationships, resolve escalated issues, and ensure satisfaction
• Monitor and improve service department financial performance (labor sales, gross profit, and efficiency)
• Hire, train, coach, and develop service team members
• Enforce company policies, safety standards, and operational procedures
• Collaborate with Parts and Sales departments to ensure seamless operations
• Review and approve repair orders, estimates, and warranty claims
• Maintain proper documentation, service records, and compliance requirements
• Identify opportunities for process improvement and implement solutions

Experience, Education, Skills and Knowledge

• 3–5+ years of experience in service operations within equipment, automotive, or related industry
• Proven leadership experience managing technicians or service teams
• Strong leadership and team-building skills
• Excellent communication and customer service abilities
• High level of organization and attention to detail
• Solid understanding of mechanical and equipment repair processes
• Ability to read and interpret service reports, work orders, and financial data
• Problem-solving mindset with a focus on efficiency and results
• Knowledge of warranty processes and manufacturer guidelines
• Experience with dispatching, workflow management, and customer service.

Physical, Mental and Other Requirements

• Ability to work in both office and shop environments
• Must be able to stand, walk, and move throughout the facility regularly
• Occasionally lift up to 50 lbs.
• Ability to handle multiple tasks and prioritize in a fast-paced environment
• Valid driver’s license with acceptable driving record

Compensation & Benefits

• Regular shift is Monday-Friday 8-5
• Health, dental, and vision insurance.
• Paid time off and retirement plan options.
• Ongoing professional development and training opportunities.