Service Manager

Job Description

Job Description:\n\nAbout Us\nAt Southeastern Equipment, our mission is simple: to help our customers win. Whether they're building roads, developing land, or maintaining infrastructure, we're here with the equipment and expertise they need. We're passionate about what we do—and we're looking for a Service Manager who shares our values: Hustle, Thoughtful, Passion, and Customer Focus.\n\nWhat You'll Do\nAs our Service Manager, you'll be the front line of our service department—leading the charge to deliver top-tier support for our customers and equipment. From managing technician schedules to ensuring clear communication and timely service completion, you'll keep everything running smoothly.\n\nYour Day-to-Day Might Look Like This:\nLeadership & Team Management\n\nLead and mentor a team of Service Technicians\n\nRun effective meetings, track performance, and make sure training requirements are met\n\nHandle scheduling, time management, and safety programs\n\nFoster strong cross-departmental communication\n\nCustomer Service Excellence\n\nGreet customers and actively listen to their concerns\n\nKeep customers informed about service timelines, updates, and repairs\n\nEnsure every interaction exceeds customer expectations\n\nScheduling & Workflow Coordination\n\nAssign work to techs based on skillset and availability\n\nReduce downtime and ensure efficient task allocation\n\nCommunicate job status updates with customers and team\n\nDocumentation & Invoicing\n\nMaintain detailed service records and equipment histories\n\nCreate work orders, estimates, and invoices\n\nEnsure standards like 3C and Machine Service Protocols are followed\n\nParts & Inventory Oversight\n\nPartner with the parts team to secure necessary components\n\nTrack supply usage, reorders, and returns\n\nEnsure parts are properly billed or returned\n\nAccountability & Metrics\nYou're the go-to person for key service department goals:\n\nDays to Close\n\nDepartment Revenue vs. Budget\n\nPerformance Reviews\n\nLabor Efficiency & 5S Standards\n\nWhat You Bring to the Table\nHigh school diploma or equivalent (technical training is a plus!)\n\nPrior experience in construction equipment service or a related industry\n\nStrong leadership, customer service, and communication skills\n\nWorking knowledge of parts, service processes, and inventory systems\n\nAbility to lift/move up to 50 lbs occasionally\n\nValid driver's license; willing to become forklift certified\n\nBonus Points If You…\nThrive in fast-paced environments\n\nLove solving problems and improving systems\n\nAre comfortable juggling tasks, people, and priorities\n\nTravel Requirements\nMinimal—less than 10% annually. May vary during initial training.\n\nWhy Southeastern?\nBecause we're not just offering a job—we're offering a place where you can grow, lead, and make a difference. You'll work with a team that values innovation, supports professional development, and celebrates wins big and small.\n\nEqual Opportunity Employer\nWe are proud to be an Equal Opportunity/Affirmative Action Employer. We value diversity and are committed to creating an inclusive environment for all employees.\n\nReady to Help Our Customers Win?\nApply now and take the next step in your career with Southeastern Equipment!\n\nSERVICE ADVISOR\n\nSoutheastern Equipment is a FULL SERVICE EQUIPMENT dealership from parts to service to sales and rents, we do it all. Southeastern is GROWING so opportunities for promotion are endless. \n\nService Advisors must be organized, excellent at multi tasking, and skilled communicators!\n\n\tQuoting: records, reports and standard procedures \n\tTime management: service, inspections, testing and warranty \n\tShop and tool inspections\n\tUnderstands and explains factory service and maintenance schedules\n\tPeriodically evaluates the performance of the service department with respect to company plan \n\tWorks well with parts personnel and sees that proper procedures, records, and reports concerning parts for service are in order and communicated appropriately\n\tRecommends the purchase of service vehicles; maintains the fleet and supervises the efficient use of vehicles in the performance of service work. \n\tAdministrative duties such as preparing reports, estimates, and forecasts; maintains warranty records; initiates campaigns designed to increase the profit of the service department\n\tOversees a shop of approximately 3-5 service technicians\n\tCompletes paperwork with regards to billing, and warranty\n\nQualifications:\n\n\tService advisor or warranty administrator experience is preferred\n\tThe ability to use multiple software programs and toggle between windows is a MUST\n\tMust have the ability to work with manufacturers, vendors, customers and technicians \n\tThe qualified candidate will demonstrate an ability to manage service operations, scheduling, logistics and communications\n\nSoutheastern Equipment is looking for a SERVICE MANAGER to lead our product support team. We value solid communicators with a customer first orientation to work. If you understand the importance of product support, excellence and teamwork, we'd like to talk to you! We are a growth oriented, family owned business with an aggressive plain to double our territory. \n\nService Manager Job Description \n\nEffective October 1, 2023 \n\nService Manager (SM) \n\nPrimary Responsibility Summary \n\nThe Service Manager role encompasses various responsibilities, such as greeting and assisting customers, documenting equipment issues, and ensuring timely issue resolution. Effective communication is crucial, involving explaining service details, gathering feedback, and maintaining clear communication channels. Scheduling duties include managing appointments and efficiently allocating tasks. \n\nCollaboration with the parts department is essential to ensure necessary components are available, and rigorous inventory management is maintained. Thorough documentation practices, including record-keeping and invoicing, contribute to overall efficiency. Additionally, the Service Manager undertakes various tasks assigned by the Operations Manager to enhance departmental efficiency. \n\nLastly, the Service Manager holds leadership, management, and accountability responsibilities for the Service Technicians. \n\n \n\nReporting Structure \n\n\t\n\tReports to: Operations Manager or ROM \n\t\n\n\t\n\tSubordinates: Service Technicians \n\t\n\n \n\nTravel Requirements \n\n\t\n\tMay require travel for training or meetings, limited to less than 10% annually. Initial training for onboarding purposes may differ. \n\t\n\n \n\nFLSA Classification \n\n\t\n\tExempt \n\t\n\n \n\nMetrics Accountable \n\n\t\n\tDays to Close \n\t\n\n\t\n\tDollars per Tech \n\t\n\n\t\n\tService Department Income \n\t\n\n\t\n\t5S Service Department \n\t\n\n\t\n\tOvertime worked vs. Billed \n\t\n\n\t\n\t90% Performance Reviews Completed on Time \n\t\n\n Roles and Responsibilities \n\n Values and Mission \n\nUpholds Southeastern Equipment’s Values, Vision, and Culture. \n\n Passion \n\n We create relationships, not just transactions. \n\n Niche \n\nThrough high levels of customer experience we provide solutions and expertise to help customers build the future. \n\n Core Values \n\n Passionate - We have a steadfast determination. \n\n\t\n\tHelpful - We are reliable. \n\t\n\n\t\n\tHustle - We have grit and do more than what is required. \n\t\n\n\t\n\tHuman - We treat everyone with empathy and dignity. \n\t\n\n\t\n\tCustomer First - We make sure our customers are cared for first. \n\t\n\n \n\nCore Job Functions \n\n \n\nLead, Manage, and Accountability (LMA) \n\n\t\n\tEnforces and follows all policies and procedures. \n\t\n\n\t\n\tFosters interdepartmental and interbranch communications. \n\t\n\n\t\n\tLeading effective routine meetings per company guidelines. \n\t\n\n\t\n\tEnsuring that all associates obtain and complete the required training. \n\t\n\n\t\n\tEstablishes safety programs within the facility. \n\t\n\n\t\n\tManaging employee time and HR needs. \n\t\n\n\t\n\tFollow EOS model where applicable. \n\t\n\nCustomer Service \n\n\t\n\tGreet and assist customers when they contact the dealership service department. \n\t\n\n\t\n\tListen to customers' concerns, document equipment issues, and gather relevant information. \n\t\n\n\t\n\tStrive to exceed customer expectations by delivering exceptional service and resolving issues promptly. \n\t\n\n \n\nCommunication \n\n\t\n\tProvide detailed explanations of service options, costs, and timelines to customers. \n\t\n\n\t\n\tGather feedback from customers to assess satisfaction and identify areas for improvement. \n\t\n\n\t\n\tAddress any customer concerns or complaints promptly and professionally. \n\t\n\n\t\n\tMaintain open and clear communication channels between customers, technicians, and management. \n\t\n\n\t\n\tProvide regular updates to customers on the status of their equipment repairs. \n\t\n\n \n\nScheduling \n\n\t\n\tSchedule service appointments and allocate work to service technicians based on their skills and availability. \n\t\n\n\t\n\tEnsure efficient use of technician resources and minimize equipment downtime. \n\t\n\n\t\n\tCoordinate with customers to establish repair timelines and provide updates on progress \n\t\n\n \n\nDocumentation \n\n\t\n\tMaintain accurate and up-to-date service records for each piece of equipment. \n\t\n\n\t\n\tCreate work orders, documenting all service activities. \n\t\n\n\t\n\tPrepare invoices, estimates, and quotes for customers, including parts and labor costs. \n\t\n\n\t\n\tEnsure 3C and Machine Standards are being followed by Techs \n\t\n\n \n\nParts and Inventory Management \n\n\t\n\tCollaborate with parts department to ensure required components are available for scheduled service jobs. \n\t\n\n\t\n\tMonitor parts used for service jobs and that they are charged to the customer or returned to the parts department. \n\t\n\n\t\n\tTrack shop supply usage and update records accordingly. \n\t\n\n\t\n\tReorder shop supplies as necessary. \n\t\n\n \n\n \n\nService Duties as assigned by Operations Manager \n\n\t\n\tPerform various tasks and projects as directed by the Operations Manager to support the efficient operation of the Service Department \n\t\n\n \n\nEducational and Experience Requirements \n\n\t\n\tHigh school diploma or equivalent; additional education or technical training is a plus. \n\t\n\n\t\n\tPrevious experience in a similar role within the construction equipment industry is highly desirable. \n\t\n\n\t\n\tStrong knowledge of construction equipment parts and components. \n\t\n\n\t\n\tExcellent customer service and communication skills. \n\t\n\n\t\n\tProficiency in using computerized inventory management systems. \n\t\n\n\t\n\tDetail-oriented with strong organizational skills. \n\t\n\n\t\n\tAbility to lift heavy objects and perform physical tasks as needed. \n\t\n\n\t\n\tValid driver's license. \n\t\n\n\t\n\tWilling to be forklift certified \n\t\n\n \n\nPhysical Requirements and Working Conditions \n\nThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. \n\n \n\nWhile performing the duties of this job, the employee is regularly required to stand and walk through the shop. The employee is occasionally required to walk, climb or balance; stoop, kneel, crouch; and speak and hear. The employee must regularly lift and/or move up to 10 pounds, infrequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. \n\n \n\n \n\n \n\nAbout Us\nAt Southeastern Equipment, our mission is simple: to help our customers win. Whether they're building roads, developing land, or maintaining infrastructure, we're here with the equipment and expertise they need. We're passionate about what we do—and we're looking for a Service Manager who shares our values: Hustle, Thoughtful, Passion, and Customer Focus.\n\nWhat You'll Do\nAs our Service Manager, you'll be the front line of our service department—leading the charge to deliver top-tier support for our customers and equipment. From managing technician schedules to ensuring clear communication and timely service completion, you'll keep everything running smoothly.\n\nYour Day-to-Day Might Look Like This:\nLeadership & Team Management\n\nLead and mentor a team of Service Technicians\n\nRun effective meetings, track performance, and make sure training requirements are met\n\nHandle scheduling, time management, and safety programs\n\nFoster strong cross-departmental communication\n\nCustomer Service Excellence\n\nGreet customers and actively listen to their concerns\n\nKeep customers informed about service timelines, updates, and repairs\n\nEnsure every interaction exceeds customer expectations\n\nScheduling & Workflow Coordination\n\nAssign work to techs based on skillset and availability\n\nReduce downtime and ensure efficient task allocation\n\nCommunicate job status updates with customers and team\n\nDocumentation & Invoicing\n\nMaintain detailed service records and equipment histories\n\nCreate work orders, estimates, and invoices\n\nEnsure standards like 3C and Machine Service Protocols are followed\n\nParts & Inventory Oversight\n\nPartner with the parts team to secure necessary components\n\nTrack supply usage, reorders, and returns\n\nEnsure parts are properly billed or returned\n\nAccountability & Metrics\nYou're the go-to person for key service department goals:\n\nDays to Close\n\nDepartment Revenue vs. Budget\n\nPerformance Reviews\n\nLabor Efficiency & 5S Standards\n\nWhat You Bring to the Table\nHigh school diploma or equivalent (technical training is a plus!)\n\nPrior experience in construction equipment service or a related industry\n\nStrong leadership, customer service, and communication skills\n\nWorking knowledge of parts, service processes, and inventory systems\n\nAbility to lift/move up to 50 lbs occasionally\n\nValid driver's license; willing to become forklift certified\n\nBonus Points If You…\nThrive in fast-paced environments\n\nLove solving problems and improving systems\n\nAre comfortable juggling tasks, people, and priorities\n\nTravel Requirements\nMinimal—less than 10% annually. May vary during initial training.\n\nWhy Southeastern?\nBecause we're not just offering a job—we're offering a place where you can grow, lead, and make a difference. You'll work with a team that values innovation, supports professional development, and celebrates wins big and small.\n\nEqual Opportunity Employer\nWe are proud to be an Equal Opportunity/Affirmative Action Employer. We value diversity and are committed to creating an inclusive environment for all employees.\n\nReady to Help Our Customers Win?\nApply now and take the next step in your career with Southeastern Equipment!\n Our Company is unable to offer sponsorship now or in the future. All candidates must be legally authorized to work in the United States without the need for sponsorship. Southeastern Equipment utilizes E-Verify in accordance with Federal regulations. \n\nPlease keep in mind that the posted pay range represents the range for all positions in the job grade within which this position falls. The actual hourly/salary offer will take into account a wide range of factors, including location, certifications, and skill development and potential bonuses.\n\n