Service Manager

Job Description

Job Title: Service Manager

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Department: Service

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Reports To: GM of Service

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FLSA Status: Exempt

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Position Purpose:

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The Service Manager is responsible for overseeing the daily operations of the service department to ensure the efficient, profitable, and high-quality repair and maintenance of customer and company-owned equipment. This role leads service personnel, manages work order flow, enforces safety and quality standards, and ensures customer satisfaction.

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Essential Job Functions:

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Operational Leadership

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• Manage and oversee all service department functions including shop and field service operations.
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• Schedule and prioritize work orders to meet customer needs and maximize shop and technician productivity.
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• Monitor work-in-progress to ensure timely completion and accurate billing.
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• Manage warranty and policy claim submissions with OEMs.
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Team Management

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• Hire, train, mentor, and evaluate service technicians and support staff.
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• Conduct regular performance reviews and coaching to improve productivity and quality.
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• Foster a culture of teamwork, accountability, and continuous improvement.
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Customer Service

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• Serve as the primary contact for major service customers, ensuring clear communication and resolution of service issues.
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• Work closely with customers to provide accurate estimates, timelines, and updates.
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• Address and resolve customer complaints in a professional and timely manner.
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Financial & Administrative Oversight

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• Monitor department performance against financial and operational targets (labor efficiency, gross profit, WIP, recovery rate).
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• Approve work orders, invoices, and purchase orders in accordance with company policy.
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• Ensure proper documentation of service work, including time, parts, labor, and technician notes.
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• Open and Cost workorders in accordance with MLEC.
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Safety & Compliance

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• Enforce company safety standards and ensure compliance with OSHA and environmental regulations.
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• Maintain a clean, safe, and organized work environment.
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Collaboration & Communication

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• Coordinate with Parts, Sales, and Rental departments to ensure smooth interdepartmental operations.
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• Participate in regular management meetings and contribute to strategic planning
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• Education and Or Qualifications:
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• 5+ years of experience in service management or supervisory role in heavy equipment, trucking, or a related field.
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• Strong technical knowledge of construction equipment and hydraulic, electrical, and diesel systems.
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• Proven leadership, customer service, and organizational skills.
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• Proficient with service software, Microsoft Office, and OEM diagnostic systems.
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• High school diploma or equivalent required; technical degree preferred.
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Physical Demands:

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• Standing, walking, talking, sitting, and use of hands.
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• This job mostly involves sitting or standing, but there may be occasional tasks that involve lifting or moving objects weighing up to 25 pounds.
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Work Environment:

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• This position is exposed to work near moving mechanical parts, electrical systems, hazardous materials, fumes, airborne particles and moderate noise levels. Appropriate PPE gear must be worn as required.
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Certificates, Licenses, Registrations:

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• Must have valid Driver's License to operate company vehicles.
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• Must complete MSHA, First Aid, and CPR certifications as required.
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• Must complete in-service training as required including continuing education with verifiable credits from Manufacturer's technical schools or organizational training programs.
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