Service Manager

Service Manager - Aftermarket Service Operations The Role

We're building out our aftermarket service organization and need a Service Manager in Agawam to run it. This isn't a maintain-the-status-quo job. The department has good bones and real volume, but the process side is being rebuilt over the next six months - and you'd be part of building it, not inheriting it.

You’ll own daily field and shop service operations, lead the technician group, and be accountable for how the department performs and grows.

• Run daily field-service and shop-service operations
• Schedule and assign technician work by priority, skill level, and location
• Manage open work orders, repair timelines, labor hours, and job completion
• Support technicians on mechanical, electrical, hydraulic, and equipment-control troubleshooting
• Review estimates, repair recommendations, and service documentation
• Coordinate with parts to keep scheduled repairs moving
• Keep customers current on repair status, timelines, and recommendations
• Recruit, train, and develop technicians
• Track technician productivity, utilization, efficiency, and billable hours
• Grow service revenue, PM agreements, and department profitability
• Partner with sales, rental, and operations on customer and equipment needs
• Participate in weekly service leadership calls - scorecard review, what's working, what isn't

• 5+ years in forklift, material-handling, heavy-equipment, construction-equipment, diesel, automotive, or industrial-equipment service
• Experience leading technicians or running a service department
• Strong mechanical, electrical, hydraulic, diesel, propane, or battery-powered equipment knowledge
• Experience managing field or shop service schedules
• Comfortable operating with limited day-to-day oversight
• Strong customer communication and organizational skills
• Valid driver's license and acceptable driving record

The person who succeeds in this role is entrepreneurial - looks at the department and sees where the revenue is, then goes and gets it. At the same time, they're coachable. We run a weekly cadence with our service managers and when something is working, we expect it to get implemented.

What won't work: someone who needs a fully built process to function. The playbook is being written right now, and for the first six months you'll need to be organized while flying without one. You'll help build it.

Agawam-based preferred. Minimum two to three days per week on site is non-negotiable. Strong candidates in northern Connecticut may work with the understanding that regular travel to Agawam comes with it.

• Performance-based bonus
• Company vehicle or vehicle allowance depending on responsibilities
• Health, dental, and vision insurance
• PTO and paid holidays
• Company-paid training and certifications
• A department to build, not just maintain