Head of Customer Service (Remote)

Job Title

Service Manager

Department

Service (Overseeing 8-10 Service Technicians)

Reports to

Branch Manager

Summary

The Service Manager is responsible for driving customer and employee satisfaction while improving safety, technician development, productivity, and overall repair quality. This role oversees daily service operations, manages workflow, supports technicians, and ensures work orders and customer interactions meet CMI’s standards for excellence.

Essential Functions

Conduct detailed morning Tech Line Outs , reviewing daily job requirements, parts needs, and technician assignments.

Meet budgeted objectives for the Fairbanks Service Department , ensuring profitability within company policies.

Directly assist technicians with diagnostics, repairs, and daily work routines when needed.

Maintain a safe, organized, and clean shop environment.

Build and sustain strong customer relationships to support long‑term satisfaction and growth.

Ensure timely, complete, and high‑quality repairs are delivered to customers.

Promote and maintain a team‑oriented atmosphere where employees feel valued and included.

Monitor technician productivity and quality of work; coach and intervene as necessary.

Support the Warranty/Service Writer with warranty submissions and policy adjustments.

Minimize write‑offs related to rework, lost time, or policy adjustments.

Manage rental work orders to reduce unnecessary costs while maintaining a Rent‑Ready fleet.

Collaborate with the Rental and Sales Departments to meet customer needs and support cross‑departmental operations.

Recommend technician training programs and identify skill gaps needing improvement.

Prepare or delegate repair quotes for the CMI Sales Staff.

Ensure all shop tools and equipment are properly maintained and serviceable.

Coordinate with Sky Tudor and/or Michael Kelly to track and manage technician training requirements.

Ensure work orders are accurate, detailed, and closed promptly upon repair completion.

Ensure all COD and cash customers provide required deposits before work begins and pay in full at completion.

Conduct weekly Service Safety Meetings and reinforce safety compliance throughout the week.

Participate in daily Fairbanks Staff Meetings.

Track service staff schedules, including vacations and remote‑site technician dispatches.

Maintain clean, professional‑looking work areas for employees and customers.

Work with the Parts Department to return unused parts, organize shop supplies, and maintain adequate stock.

Travel occasionally to other company locations as required.

Core Competencies

Communication proficiency

Leadership

Problem Solving/Analysis

Project Management

Strategic Thinking

Valid Driver’s License

Education and Experience

High School Diploma with seven years’ management experience.

Prior experience with managing service technicians.

Experience dealing with OEM’s a plus.

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