Head of Client Support Services

Benefits:

401(k)

401(k) matching

Competitive salary

Dental insurance

Health insurance

Opportunity for advancement

Paid time off

Training & development

Vision insurance

This job is working for a local heavy equipment company - direct hire and full benefits offered! This job is located in Springdale, AR

Relocation is not offered with this position.

Job Purpose

To lead and manage the service department for a heavy equipment company, ensuring technicians are performing at a high level, customers are receiving timely and quality service, and the branch is meeting its revenue and profitability goals for the service division.

Duties and Responsibilities

Oversee daily operations of the service department including shop and field technicians

Schedule, dispatch, and prioritize work orders to maximize technician productivity and customer satisfaction

Review and approve work orders for accuracy, proper labor allocation, and parts charges

Monitor and manage service department KPIs including billable hours, comeback rate, and cycle time

Conduct regular performance reviews and provide ongoing coaching and development for technicians

Recruit, onboard, and train new service staff

Serve as the primary point of escalation for customer service concerns and resolve issues in a timely, professional manner

Collaborate with the sales team to support service-related sales opportunities and fleet maintenance agreements

Work closely with the parts department to ensure parts availability supports service workflow

Develop and submit service department reports including revenue, labor efficiency, and outstanding work orders

Ensure all technicians remain current on required manufacturer certifications and safety training

Maintain compliance with all company safety policies and OSHA requirements

Manage shop equipment and service vehicles to ensure proper maintenance and functionality

Forecast service department staffing needs and assist in budget planning

Support key account managers with quoting and estimating repair work as needed

Qualifications

Education/Experience

High school diploma or equivalent required

Associate or bachelor's degree in business, operations, or related field preferred

Minimum 5 years of experience in the material handling or related industrial equipment industry

Minimum 2 years in a supervisory or management role within a service environment

Knowledge

In-depth knowledge of material handling equipment including forklifts, aerial lifts, and related equipment

Working knowledge of EquipSoft or similar dealer management software preferred

Microsoft Office Suite (Excel, Word, Outlook)

Understanding of warranty processes and manufacturer service requirements

Skills

Strong leadership and team management skills

Excellent customer communication and conflict resolution skills

Ability to read and interpret work orders, service manuals, and technical documentation

Strong organizational and time management skills

Effective written and verbal communication

Abilities

Ability to manage multiple priorities in a fast-paced, deadline-driven environment

Ability to communicate effectively with both technical staff and customers

Ability to analyze department performance data and implement corrective action

Ability to work independently and make sound decisions

Working Environment

Employee will work in both office and shop environments. Exposure to moderate to high noise levels in shop settings. PPE is required in shop and field environments.

Physical Requirements

Frequently required to sit, stand, walk, talk, and listen. Must be able to lift up to 30 pounds. Occasional exposure to shop hazards including grease, fuel, and pressurized systems.

Other Duties

This job description is not designed to cover a comprehensive listing of all duties or responsibilities required of the employee. Duties and activities may change at any time with or without notice.

Direct Reports: Service Technicians, Field Technicians