Service Manager

Job Details

Job Location:

Des Moines, IA 50313

Position Type:
Full Time

Job Summary:

Ag Express Electronics is seeking a Service Manager to lead the Service team at our Des Moines, Iowa, location. This role is well suited for an experienced leader who values clear expectations, employee development, data-informed decision-making, and continuous improvement.

The Service Manager is responsible for the operational performance of the department, including repair and customer service activities, service quality, and lead-time commitments. By managing performance through meaningful metrics, coaching and developing technicians, and building strong customer relationships, this leader will help the team consistently deliver an exceptional customer experience while meeting company standards and operational goals.

This position is located at our Des Moines, Iowa location.

• Lead, mentor, and evaluate all service technicians, ensuring development and progression are aligned with the company goals and core values.
• Drive understanding and ownership of key metrics to guide coaching, performance conversations, and accountability at all levels.
• Reinforce a culture of accountability, teamwork, and continuous improvement, ensuring technicians understand and meet expectations.
• Make personnel recommendations—including hiring, promotions, and level advancements—based on performance, competencies, and department needs.
• Oversee and refine repair workflows, ensuring repair processes are consistent, timely, and aligned with service standards.
• Monitor technician output, work queues, and daily progress to maintain service flow and meet customer commitments.
• Review quality trends, rework rates, and performance gaps; implement corrective actions to strengthen service outcomes.
• Ensure all processes meet company standards and customer expectations.
• Manage service inventory accuracy and ensure parts availability supports smooth repair operations across technician levels.
• Forecast part needs based on workload trends and seasonal patterns; partner with purchasing to maintain an efficient pipeline.
• Act as a liaison between service, sales, repair development, and other departments to ensure alignment and information flow.
• Communicate clearly with technicians, management, and customers regarding expectations, timelines, and progress.
• Build and maintain positive relationships with customers and manufacturers, representing the service department professionally and responsively.
• Resolve escalated customer concerns with a root-cause mindset and ensure corrective actions are implemented.
• Align technician expectations and processes with customer requirements and manufacturer guidance.
• Champion continuous improvement efforts that enhance productivity, workflow, and service quality.
• Use KPIs, dashboards, and technician performance data to identify trends; drive improvements, and sustain results.
• Lead or participate in cross-functional initiatives that improve service processes and customer outcomes.

• Leadership:
  
  Proven leadership skills with the ability to coach, develop, and hold a team accountable in a supportive and constructive manner.
• Communication
  
  Skills:
  
  Strong interpersonal and communication abilities, with confidence in communicating across departments and at multiple levels of the organization.
• Customer Service:
  Demonstrated commitment to high-quality service and customer satisfaction, with the ability to manage escalations and build long-term relationships.
• Problem Solving:
  Solution-oriented mindset with strong analytical and critical thinking skills to improve processes and resolve issues.
• Organization
  
  Skills:
  
  Strong organizational abilities with attention to detail and the capability to manage…