Service Manager

Job Description

Job Description

The Service Manager is responsible for leading operations, sales alignment, and financial performance for a vehicle upfitting division specializing in public safety platforms (law enforcement, fire, EMS, and other emergency response vehicles). This role drives operational excellence, ensures high quality build standards, and delivers on-time, on-budget projects while fostering strong customer and vendor relationships.

Responsibilities:

· Oversee operations including production, scheduling, installation, quality control, and delivery.

· Establish and drive KPIs related to throughput, labor efficiency, on-time delivery, and quality.

· Ensure all builds meet industry standards, regulatory requirements, and customer specifications.

· Continuously improve processes, workflows, and shop efficiency to scale operations.

· Own P&L for the division, including revenue growth, gross margin, and cost control.

· Develop and manage annual budgets, forecasts, and performance targets.

· Identify opportunities to improve profitability through pricing strategies, vendor negotiations, and operational efficiencies.

· Lead, develop, and manage cross-functional teams including shop managers, technicians, sales, and administrative staff.

· Build a high-performance culture focused on accountability, safety, and continuous improvement.

· Recruit, train, and retain top talent across all functional areas.

· Partner closely with sales leadership to align production capacity with pipeline and revenue goals.

· Support key customer relationships, including municipalities, government agencies, and fleet operators.

· Participate in large bids, RFPs, and contract negotiations for public safety accounts.

· Ensure a high level of customer satisfaction from order through delivery.

· Maintain strict adherence to safety standards, OSHA requirements, and industry best practices.

· Ensure compliance with public safety upfitting standards (lighting, sirens, communications, storage, etc.).

· Oversee quality assurance programs to minimize rework and warranty issues.

· Manage procurement, vendor relationships, and inventory levels to support production schedules.

· Mitigate supply chain risks and ensure availability of critical components.

· Optimize purchasing strategies to balance cost, quality, and lead times.

Qualifications:

Required:

· 7–10+ years of leadership experience in vehicle upfitting, automotive manufacturing, or a related field.

· Proven experience managing operations, teams, and financial performance (P&L ownership).

· Strong understanding of mechanical, electrical, and installation processes.

· Demonstrated ability to lead teams in a fast-paced, production-driven environment.

· Excellent communication, leadership, and problem-solving skills.

Preferred:

· Experience in public safety, emergency vehicle, or fleet upfitting environments.

· Familiarity with government/municipal contracts and bid processes.

· Lean manufacturing or continuous improvement experience.

· Experience with ERP systems (e.g., NetSuite or similar platforms).

Key Competencies

· Strategic leadership and decision-making

· Operational excellence and process improvement

· Financial acumen

· Customer-focused mindset

· Team building and talent development

Working Conditions

· Combination of office and shop floor environment

· Frequent interaction with production teams and customers

· Occasional travel for customer meetings, site visits, or industry events

Compensation & Benefits

· Base pay $65-70K 

· Health, dental, and vision insurance

· Paid time off and holidays

· Retirement plan options

· Company vehicle or allowance (if applicable)

About Us

Island Tech Services (ITS) provides advanced technology and vehicle upfitting solutions for Police, Fire, EMS, and local government agencies. We specialize in rugged computing, fleet integration, communications, and in-vehicle systems. As we continue to grow, we're looking for motivated, detail-oriented sales professionals to help us expand our impact and serve those who serve.