Service Manager

Job Details Job Location: Des Moines, IA 50313 Position Type: Full Time Job Summary: Ag Express Electronics is seeking a Service Manager to lead the Service team at our Des Moines, Iowa, location. This role is well suited for an experienced leader who values clear expectations, employee development, data-informed decision-making, and continuous improvement. The Service Manager is responsible for the operational performance of the department, including repair and customer service activities, service quality, and lead-time commitments. By managing performance through meaningful metrics, coaching and developing technicians, and building strong customer relationships, this leader will help the team consistently deliver an exceptional customer experience while meeting company standards and operational goals. This position is located at our Des Moines, Iowa location. Key Responsibilities Lead, mentor, and evaluate all service technicians, ensuring development and progression are aligned with the company goals and core values. Drive understanding and ownership of key metrics to guide coaching, performance conversations, and accountability at all levels. Reinforce a culture of accountability, teamwork, and continuous improvement, ensuring technicians understand and meet expectations. Make personnel recommendations—including hiring, promotions, and level advancements—based on performance, competencies, and department needs. Oversee and refine repair workflows, ensuring repair processes are consistent, timely, and aligned with service standards. Monitor technician output, work queues, and daily progress to maintain service flow and meet customer commitments. Review quality trends, rework rates, and performance gaps; implement corrective actions to strengthen service outcomes. Ensure all processes meet company standards and customer expectations. Manage service inventory accuracy and ensure parts availability supports smooth repair operations across technician levels. Forecast part needs based on workload trends and seasonal patterns; partner with purchasing to maintain an efficient pipeline. Act as a liaison between service, sales, repair development, and other departments to ensure alignment and information flow. Communicate clearly with technicians, management, and customers regarding expectations, timelines, and progress. Build and maintain positive relationships with customers and manufacturers, representing the service department professionally and responsively. Resolve escalated customer concerns with a root-cause mindset and ensure corrective actions are implemented. Align technician expectations and processes with customer requirements and manufacturer guidance. Champion continuous improvement efforts that enhance productivity, workflow, and service quality. Use KPIs, dashboards, and technician performance data to identify trends; drive improvements, and sustain results. Lead or participate in cross-functional initiatives that improve service processes and customer outcomes. Required Skills and Qualifications Leadership:Proven leadership skills with the ability to coach, develop, and hold a team accountable in a supportive and constructive manner. Communication Skills: Strong interpersonal and communication abilities, with confidence in communicating across departments and at multiple levels of the organization. Customer Service: Demonstrated commitment to high-quality service and customer satisfaction, with the ability to manage escalations and build long-term relationships. Problem Solving: Solution-oriented mindset with strong analytical and critical thinking skills to improve processes and resolve issues. Organization Skills: Strong organizational abilities with attention to detail and the capability to manage competing priorities in a deadline-driven environment. Collaboration: Ability to work cross-functionally with internal teams including purchasing, product development, and sales to ensure alignment and performance. Industry Knowledge: Experience in agricultural equipment, electronics, or a related technical service environment is highly desirable. Required Experience/Education/Training/Certifications Education: High school diploma or GED required; bachelor’s degree in business, agriculture, technical services, or a related field is preferred. Work Experience: 5–7 years of progressive experience in service operations or technical repair services, including at least 2 years in a supervisory or team leadership role. Prior experience of managing service teams, overseeing customer service, and working with cross-functional teams is essential. Formal leadership training, lean service, or customer service certifications (e.g., Six Sigma, ICML, or OEM certifications) are a plus. Computer Skills: Proficiency in Microsoft 365 applications and service management systems is required. Familiarity with inventory systems and work order tracking tools is preferred. Experience with ERP systems is preferred. Physical Demands Manual Dexterity: Ability to manipulate small components, connectors, and wires with precision and accuracy during the assembly and testing of electrical systems. Lifting and Carrying: Occasionally, the role may involve lifting and carrying equipment, tools, or materials weighing up to a certain limit. Standing and Walking: Some tasks may require standing and walking around the facility for limited periods of time, such as collaborating with coworkers and testing certain equipment. Visual Acuity: Good eyesight and visual acuity are important for reading technical diagrams, inspecting electrical components, and identifying small details during the repair and testing process. Sitting for Extended Periods: Much of the work may be conducted at a desk or workstation, requiring the ability to sit for extended periods. Repetitive Motion: Some tasks, electronic assembly or testing, may involve repetitive motions of the hands, arms, or fingers. Ergonomic practices should be followed to minimize the risk of repetitive strain injuries. Safety Awareness: Awareness of and adherence to safety protocols and procedures, including ESD (Electrostatic Discharge) protocols, is essential when navigating the organization’s facilities to ensure compliance and minimize the risk of workplace hazards or accidents. Ag Express Electronics is committed to providing reasonable accommodation for employees with disabilities and ensuring a supportive work environment. Candidates are encouraged to discuss specific needs during the application process. Why Ag Express Electronics? 100% Employee-Owned Company and ESOP (Employee Stock Ownership Plan) Competitive salary plus performance-based incentive opportunity Safe Harbor 401(k) with company contribution Comprehensive medical, dental, and vision benefits Paid Time Off and paid holidays Company-paid life insurance Professional development and training opportunities Opportunity to work with industry-leading precision agriculture technology and an outstanding team committed to serving agriculture Benefits Employer-Sponsored Benefits: Medical, Dental, Group Life, Short-Term Disability (STD) with buy-up options Voluntary Benefits: Vision, Healthcare and Dependent Care Flexible Spending Account(s) (FSA), Life Insurance 401(k): Safe Harbor 401(k) including an annual 3% company contribution and Profit Share funded annually at the discretion of Ag Express Electronics. Employee Stock Ownership Plan (ESOP): Contribution funded annually at the discretion of Ag Express Electronics. Paid Time Off (PTO): PTO allowance to support work-life balance and provide employees with opportunities for rest, relaxation, and personal pursuits. Holiday Benefits: Recognition and observance of holidays by Ag Express Electronics, allowing employees to celebrate. Flexible Hours: Flexible work hours empower employees to have greater control over their work schedules, fostering a better work-life balance and increased flexibility to accommodate personal commitments. Educational Assistance: Support for employee development through educational assistance, including financial support for further education or professional certifications relevant to their roles, ensuring continuous learning and growth opportunities. Casual Dress Environment: Enjoy a casual dress environment at work, with company-provided branded clothing to promote comfort and a sense of belonging among employees. Ag Express Electronics offers a leading benefits package as highlighted below: Ag Express Electronics is an Equal Opportunity employer. We do not discriminate based on race, religion, color, sex, gender, identity, sexual orientation, age, national origin, veteran status, or any other basis covered by appropriate law. About Us Ag Express Electronics is a leading provider of innovative electrical solutions for agricultural, construction, and industrial applications. We specialize in designing custom electrical harnesses and distribution systems to meet the unique needs of our clients. Our team is dedicated to delivering high-quality, reliable, and efficient solutions that exceed customer expectations. Join a 100% Employee-Owned Company At Ag Express Electronics, we’re passionate about helping agricultural producers maximize the performance of their equipment through innovative electronics repair, precision agriculture solutions, and exceptional customer support. As a 100% Employee-Owned (ESOP) company, every employee shares in our success and plays a direct role in our future. #J-18808-Ljbffr