Service Manager

Position Summary

The Service Manager is responsible for supervising and coordinating all activities related to the maintenance and repair of company-owned and customer-owned aerial lift equipment. This role oversees shop operations, technician scheduling, warranty processing, payroll, billing, and service quality while ensuring compliance with company policies and safety standards.

• Coordinate and manage daily service calls, scheduling, and technician dispatch.
• Assign repair tasks to shop personnel based on priorities and workload.
• Assist technicians with diagnosing equipment issues and determining repair solutions.
• Review all work orders for accuracy and completeness before closing.
• Maintain an up-to-date list of out-of-service equipment and prioritize repairs based on rental demand.
• Identify and recommend process improvements to enhance shop efficiency and service quality.

• Process warranty claims accurately and in a timely manner.
• Oversee mechanic payroll to ensure accuracy and compliance.
• Prepare customer quotes and manage invoice generation.
• Inspect rental equipment upon return, document damages, and generate repair invoices.
• Maintain detailed records of damaged equipment, including supporting documentation and billing history.

• Administer the telematics system, including:
  • Onboarding new devices
  • Entering machine information
  • Tracking maintenance history
  • Generating work orders
• Ensure equipment receives required maintenance at appropriate service intervals.

• Collaborate with Operations to ensure timely delivery and availability of equipment.
• Recommend spare parts inventory requirements to the Parts Manager.
• Evaluate the condition and quality of used equipment considered for resale.

• Communicate and enforce company policies and safety regulations.
• Address employee concerns and resolve work-related issues professionally.
• Serve as a liaison with equipment manufacturers to report and document field issues.

• Extensive experience in heavy equipment repair and maintenance.
• Strong organizational skills with the ability to prioritize and coordinate multiple activities.
• Experience scheduling repairs and dispatching technicians.
• Proficiency with computer systems and data entry.
• Excellent written and verbal communication skills.
• High attention to detail.
• Strong commitment to workplace safety.

• Supervisory or management experience in a service or repair environment.
• Experience with aerial lift equipment, construction equipment, or similar heavy machinery.
• Familiarity with telematics systems and warranty administration.