Service Manager

The Service Manager is responsible for overseeing the daily operations of the service department to ensure the efficient, profitable, and high-quality repair and maintenance of customer and company-owned equipment. This role leads service personnel, manages work order flow, enforces safety and quality standards, and ensures customer satisfaction.

• Manage and oversee all service department functions including shop and field service operations.
• Schedule and prioritize work orders to meet customer needs and maximize shop and technician productivity.
• Monitor work-in-progress to ensure timely completion and accurate billing.
• Manage warranty and policy claim submissions with OEMs.

• Hire, train, mentor, and evaluate service technicians and support staff.
• Conduct regular performance reviews and coaching to improve productivity and quality.
• Foster a culture of teamwork, accountability, and continuous improvement.

• Serve as the primary contact for major service customers, ensuring clear communication and resolution of service issues.
• Work closely with customers to provide accurate estimates, timelines, and updates.
• Address and resolve customer complaints in a professional and timely manner.
• Monitor department performance against financial and operational targets (labor efficiency, gross profit, WIP, recovery rate).
• Approve work orders, invoices, and purchase orders in accordance with company policy.
• Ensure proper documentation of service work, including time, parts, labor, and technician notes.
• Open and Cost work orders in accordance with MLEC.

• Enforce company safety standards and ensure compliance with OSHA and environmental regulations.
• Maintain a clean, safe, and organized work environment.
• Coordinate with Parts, Sales, and Rental departments to ensure smooth interdepartmental operations.
• Participate in regular management meetings and contribute to strategic planning

• 5+ years of experience in service management or supervisory role in heavy equipment, trucking, or a related field.
• Strong technical knowledge of construction equipment and hydraulic, electrical, and diesel systems.
• Proven leadership, customer service, and organizational skills.
• Proficient with service software, Microsoft Office, and OEM diagnostic systems.
• High school diploma or equivalent required; technical degree preferred.

• Standing, walking, talking, sitting, and use of hands.
• This job mostly involves sitting or standing, but there may be occasional tasks that involve lifting or moving objects weighing up to 25 pounds.
• This position is exposed to work near moving mechanical parts, electrical systems, hazardous materials, fumes, airborne particles and moderate noise levels. Appropriate PPE gear must be worn as required.

• Must have valid Driver's License to operate company vehicles.
• Must complete MSHA, First Aid, and CPR certifications as required.
• Must complete in-service training as required including continuing education with verifiable credits from Manufacturer's technical schools or organizational training programs.