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. #J-18808-Ljbffr Sanco Equipment