Service Manager-Montrose

Skip To Main Content Service Manager Position Specific Department: Service Reports to: Store Manager – Corporate Service Manager - COO Supervises: ServiceService Advisor, Service Technician, Deliveries – Yard Staff Dealer Profile Administration (DPA) Code : Service Manager Revenue Generating : Yes Position Overview The Service Manager is responsible for the strategic and operational leadership of the Service Department within US Tractor and Harvest Inc. This role ensures the delivery of high-quality service, operational eAiciency, and exceptional customer experience. The Service Manager oversees service personnel, manages departmental performance, and ensures compliance with company policies, manufacturer requirements, and industry standards. Primary Responsibilities Direct and oversee daily service department operations, including diagnostics, repairs, maintenance, and field service work. Ensure eAicient scheduling, prioritization, and allocation of work to maximize technician productivity and minimize equipment downtime. Maintain accurate and timely documentation of work orders, labor hours, parts usage, warranty claims, and service notes. Monitor service quality, turnaround times, and adherence to safety and operational protocols. Serve as the primary escalation point for customer service concerns related to repairs, timelines, billing and service quality. Provide clear, professional and regular communication with customers regarding service estimates, repair status, and post-service follow-up. Foster strong relationships with customers, vendors, and internal departments to support seamless service delivery. Promote a customer-centric culture aligned with organizational values and service standards. Lead, mentor, and develop service technicians and support staA to ensure high performance and continuous skill advancement. Conduct performance evaluations, establish clear expectations, and support ongoing training and certification initiatives. Partner with HR and leadership on recruitment, onboarding, and retention of qualified service personnel. Cultivate a culture of accountability, professionalism, safety and collaborative environment. Manage departmental financial performance, including labor eAiciency, cost control, and service profitability. Create comprehensive service estimates with segments, convert accepted estimates to work orders, review work orders and warranty submissions in accordance with company and manufacturer guidelines. Close and bill work orders in a timely fashion to support company revenue. Track and analyze manufacturers performance metrics and maintain KPI’s in accordance with the manufacturer and organization. Identify and implement process improvements to enhance operational eAectiveness and financial outcomes. Coordinate with Parts, Sales, and Operations teams to ensure timely availability of components and alignment of service priorities. Provide technical expertise to support technicians, sales initiatives, product delivery, and customer education. Communicate recurring issues, equipment trends, and customer feedback to leadership to support strategic decision-making. Operates and maintains company vehicles, tools and equipment. Ensure compliance with all company policies, manufacturer requirements, warranty procedures, and regulatory standards. Maintain a clean, organized, and safe work environment in accordance with organizational standards, OSHA and internal safety protocols. Oversee proper handling of hazardous materials, environmental compliance, and core return processes. Qualifications 3+ years of experience working in a service department; demonstrated experience consistently meeting performance metrics preferred Experience with off road, construction, lawn, or heavy equipment Experience operating vehicles, tools, and equipment for diagnostic purposes Experience with basic computer functions; experience producing customer estimates, technician work orders or other computer based diagnostic repair tools preferred Experience leading and working cooperatively in a team environment Experience communicating effectively Experience analyzing and interpreting internal reports Must have an adequate toolset to perform job responsibilities High School Diploma, GED, or equivalent experience required; Associate degree preferred Valid driver’s license required; CDL (Commercial Driver’s License) preferred Core Competencies Leadership & People Management Operational Excellence Customer Relationship Management Technical Expertise Financial Acumen Strategic Decision-Making Process Improvement #J-18808-Ljbffr Ustractor