Service Manager

Road Machinery & Supplies Co. is searching for a Service Manager for Mine Site Support to join its team at its Virginia, MN location. In this role, you will be responsible for overseeing daily service operations at an assigned customer mine site supporting mining and support equipment. This position directly supervises on-site technicians while serving as the primary operational liaison between the customer, branch service teams, and company leadership. The ideal candidate will have a high sense of urgency, work proactively and collaborate with other team members, possess strong leadership skills, and have a problem-solving mindset. This role plays a critical part in maximizing equipment uptime, strengthening customer relationships, and ensuring seamless communication between the mine site and supporting service operations.


As a member of the team, you will enjoy:

Work Culture - RMS is family-owned and treats their team members right. RMS values long-term relationships with our customers, vendors, and each other.

Career Opportunities - Experience a career with the support and encouragement to develop yourself and others.

Competitive Compensation Packages - Based on experience and other factors.

Full Benefits Package - Including medical, dental, life, 401(k), and vacation.

Stability and Reputation - RMS has been in business for 100 years and continues to grow.


Responsibilities

Site Service Leadership

Supervise and support assigned on-site service technicians at the customer's mine site.


Coordinate daily repair, maintenance, inspection, and troubleshooting activities.


Ensure all work is completed safely, efficiently, and to OEM and company quality standards.


Establish daily priorities based on customer equipment needs and operational demands.


Maintain strong field presence and direct engagement with technicians and customer personnel.


Customer Relationship Management

Serve as the primary on-site service contact for the customer.


Build and maintain strong working relationships with mine maintenance and operations leadership.


Provide timely communication regarding equipment status, repair progress, and support requirements.


Participate in planning meetings, shutdown coordination, and operational discussions with customer representatives.


Address customer concerns quickly and professionally.


Resource Coordination

Coordinate supplemental manpower, field service support, tooling, and technical resources from supporting branch locations when required.


Work closely with branch service managers and dispatch personnel to schedule additional support during outages, breakdowns, shutdowns, or peak workload periods.


Assist in coordinating parts availability, component replacements, and specialized technical support.


Support scheduling of outside vendors or subcontractors when applicable.

Operational & Administrative Responsibilities

Monitor work order progress, labor utilization, and service reporting accuracy.


Maintain accurate communication with branch leadership regarding workload, staffing needs, and operational challenges.


Assist with forecasting labor and support requirements based on customer fleet demands.


Support continuous improvement initiatives focused on uptime, response time, and service quality.


Ensure proper documentation of repairs, inspections, and service recommendations.


Technical Support & Quality Assurance

Support technicians with troubleshooting and repair planning.


Ensure repairs meet OEM specifications and company quality standards.


Assist in coordinating technical training and development opportunities for site personnel.


Support implementation of condition monitoring, telematics, and predictive maintenance initiatives where applicable.

Qualifications/Skills

A bachelor's degree or equivalent experience in service operations at the management level is required.


4+ years related supervisory/leadership experience strongly preferred

4+ years of technical or mechanical knowledge required

Knowledge of product line and/or a willingness to continue education on new products required

Strong computer and organizational skills required

Strong people leader who develops his/her employees through coaching and feedback

Strong business acumen and ability to make good and timely decisions for customers and the company

Personal Attributes: Creative Thinking, Conflict Management, Customer Focus, Integrity, Planning and Organization

Able to work responsibly, safely, and intelligently.

Have the desire to take action, improve, and be appreciative.

Possess the capability to engage with customers, co-workers, and vendors in a respectful manner.

About Road Machinery & Supplies Co.

Road Machinery & Supplies Co. is a distributor of construction and mining equipment with sales and support operations throughout the Upper Midwest. RMS is a multiline dealer, representing the best brands of construction equipment in the industry, including Komatsu, KPI-JCI, Epiroc, Sennebogen, Gomaco, LeeBoy, Roadtec, and BOMAG.

At Road Machinery & Supplies Co. we understand our customers depend on our expertise, performance, and commitment to avoid downtime, lost production, and cost over-runs. Our employees are committed to providing the services, technical support, and product solutions that let our customers complete their projects on schedule and within budget, allowing their businesses to thrive. Equal Opportunity Employer.