Service Manager

A bit about us:

A well-established material handling and equipment service organization is seeking an experienced Service Manager to lead its Service Technician team and oversee day-to-day service operations.

This position is responsible for developing technicians, improving service performance, maintaining strong customer relationships, and creating a culture of accountability and continuous improvement. The Service Manager will work closely with technicians, service coordinators, customer support representatives, and company leadership to ensure service calls are completed efficiently, work orders are accurate, customers receive timely communication, and departmental goals are consistently achieved.

The ideal candidate will be a hands-on leader with strong service operations experience, technical knowledge, and the ability to coach employees while improving productivity, utilization, quality, and customer satisfaction.

Why join us?

$75k - $83K per year based on experience
8:00-4:30, Monday through Friday
Medical/Dental/Vision/Disability
PTO accrual begins upon hire
Referral bonuses
401k with company match

Job Details

Key Responsibilities

Team Leadership and Development

• Lead, coach, and supervise Service Technicians and the Service Coordinator.
• Establish clear expectations, responsibilities, and decision-making authority for the service team.
• Promote accountability, consistency, employee engagement, and continuous improvement.
• Conduct regular one-on-one meetings and annual performance reviews.
• Recognize employee accomplishments and provide coaching in areas requiring improvement.
• Support technician development, training, and career progression.
• Create an environment that encourages open communication, trust, and psychological safety.
• Plan and lead monthly Service Department meetings covering company initiatives, operational updates, safety topics, technical developments, policies, and process changes.

Service Operations Management

• Oversee daily service operations to ensure timely execution, efficient scheduling, and strong customer support.
• Monitor service calls, shop activity, work order status, technician workload, and operational performance metrics.
• Partner with the Service Coordinator to manage service calls and preventive maintenance schedules.
• Reduce service backlogs and improve technician utilization and scheduling efficiency.
• Help dispatch technicians based on qualifications, availability, location, workload, and customer requirements.
• Maintain accurate work order statuses throughout the service process.
• Review technician productivity, utilization, and available capacity with company leadership.
• Identify staffing, scheduling, and workflow improvements that increase departmental performance.

Work Order, Payroll, and Billing Oversight

• Review and approve work orders for completeness and accuracy before invoicing.
• Verify labor, parts, repair documentation, coding, and customer billing information.
• Review technician timecards and compare them with work orders and payroll systems.
• Ensure accurate payroll reporting, labor allocation, customer billing, and operational reporting.
• Maintain accurate and timely service documentation.

Customer Service and Retention

• Ensure customers receive timely updates regarding service schedules, repair status, and equipment availability.
• Drive customer retention through responsive communication, reliable service, and effective issue resolution.
• Coordinate across departments to ensure customer needs are addressed efficiently.
• Partner with customer support representatives to follow up on quotes, schedule service, and identify additional business opportunities.
• Help resolve escalated customer concerns professionally and promptly.
• Build long-term customer relationships based on reliability, trust, and service quality.

Technical Support and Quality Control

• Provide technical guidance and troubleshooting support to field technicians.
• Utilize available technical support systems, service platforms, and manufacturer resources.
• Serve as the final quality-control authority for repaired equipment.
• Perform post-repair inspections, test drives, and required quality documentation.
• Confirm that repaired equipment meets established quality and safety standards before release.
• Support technicians with complex repairs, diagnostics, and field-service challenges.

Continuous Improvement

• Identify service department inefficiencies and operational deficiencies.
• Develop and implement corrective action plans.
• Track results and communicate progress to the Service Director.
• Apply Lean principles to reduce waste, improve workflow, and increase service performance.
• Monitor key performance indicators related to productivity, utilization, response time, work-order completion, and customer service.
• Support organizational goals, strategic initiatives, and departmental objectives.

Safety and Compliance

• Maintain compliance with company policies, service procedures, quality standards, and manufacturer requirements.
• Ensure technicians follow established safety practices and repair procedures.
• Promote safe work habits in both shop and field environments.
• Support ongoing compliance with applicable regulatory, operational, and quality requirements.

Qualifications

• High school diploma or equivalent required.
• Five or more years of experience in equipment service, field service, industrial maintenance, material handling, or a related industry preferred.
• Three to five years of supervisory or management experience preferred.
• Material handling, forklift, industrial equipment, or mobile equipment experience strongly preferred.
• Experience leading technicians or field-service employees.
• Strong understanding of service scheduling, dispatch, work orders, labor reporting, and customer billing.
• Ability to review repair quality and support technical troubleshooting.
• Experience with Lean manufacturing or continuous improvement principles preferred.
• Strong customer service, communication, and conflict-resolution skills.
• Ability to manage multiple priorities in a fast-paced service environment.
• Proficiency with Microsoft Office and service management software.

Core Skills

• Service team leadership
• Technician coaching and development
• Dispatch and workforce scheduling
• Customer relationship management
• Work-order review and approval
• Technician utilization and productivity
• Preventive maintenance scheduling
• Lean and continuous improvement
• Technical troubleshooting
• Quality control and equipment inspection
• Payroll and labor coding review
• Conflict resolution and de-escalation
• Time management and prioritization
• Cross-functional communication
• Employee engagement and emotional intelligence

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