Service Manager

Job Summary:

The Service Manager leads branch service operations, supervising field technicians, shop technicians, and service support staff to ensure safe, efficient, and high-quality repair and maintenance of customer equipment. This role is responsible for workflow execution, technician performance, preventive maintenance completion, customer satisfaction, and departmental financial results.

This position owns branch-level service execution, including technician performance, dispatch coordination, safety compliance, preventive maintenance completion, and customer service outcomes, while supporting departmental revenue and productivity goals.

Key Responsibilities:

• Lead daily service department operations across shop and field technicians
• Monitor productivity, utilization, and repair completion performance
• Manage dispatch coordination and open work order aging
• Oversee preventive maintenance programs and manufacturer service campaigns
• Support service readiness for customer equipment, rental fleet, and equipment deliveries
• Evaluate technician and service administrative staff performance
• Maintain strong customer communication and service experience
• Coordinate with Parts, Rental, Sales, Warranty, and Training teams
• Manage departmental expenses and operational efficiency
• Work with suppliers and vendors supporting service operations
• Ensure accurate documentation, time entry, and warranty processing
• Maintain clean, organized, and safe shop and service environments
• Ensure proper PPE availability and regulatory compliance
• Maintain service vehicle, tooling, and equipment readiness
• Promote a positive team culture and high morale

Safety & Compliance Responsibilities:

• Uphold a strong safety culture across service operations
• Ensure compliance with environmental and workplace regulations
• Support safe handling of materials, equipment, and service vehicles

Qualifications:

Required

• 3+ years service experience in equipment, fleet, or dealership service environment
• 2+ years leadership or supervisory experience
• Strong workflow coordination and technician management capability
• Valid driver’s license

Preferred

• Material handling, heavy equipment, construction equipment, or industrial service background
• Experience managing preventive maintenance programs and field technician dispatch
• Warranty administration experience

Skills & Competencies:

Successful candidates demonstrate:

• strong leadership and accountability
• organization and prioritization skills
• customer service focus
• problem-solving ability
• ability to manage multiple priorities in a fast-paced service environment
• commitment to safety and operational discipline