Service Manager

The Service Manager will be a hands‑on, organized and engaged leader who is responsible for (i) providing guidance and direction to the Service team in alignment with the branch and company Service department objectives, (ii) overseeing the day‑to‑day operations of the Service department and (iii) developing and maintaining strong customer relationships to support continued Service growth in the region.
What You’ll Do

• Own Service Department P&L performance, ensuring revenue, profitability, expense management, and operational goals are achieved.
• Manage and oversee the operations of the Service department by monitoring scheduling, quality, productivity, and customer satisfaction.
• Oversee health and safety activities within the Service department by promoting a strong safety culture, ensuring employees follow safe work practices, policies, procedures, and regulatory requirements, conducting regular safety discussions and inspections, addressing hazards and unsafe behaviors, and taking appropriate corrective action when required.
• Supervise employees in a union environment in accordance with the applicable collective bargaining agreement and memoranda of understanding.
• Partner with HR on employee relations matters as needed.
• Monitor employee performance, provide ongoing feedback, identify skill gaps and development opportunities.
• Coordinate training and development plans to enhance the Service team's technical knowledge, skills, and overall effectiveness.
• Review workload and resources, set priorities, delegate work, and follow up on assignments; recommend additional resources when needed.
• Monitor open work orders, work in process, and warranty activity to ensure accurate documentation, timely follow‑up, and resolution of outstanding items.
• Identify deficiencies, repair issues, and service delays; resolve them when possible and make timely recommendations to management when support is needed.
• Maintain oversight of the Service facility, identifying repairs and improvements needed for safe and effective operations.
• Develop and implement process improvements that increase efficiency, quality, and profitability within the Service department.
• Monitor established department KPIs, report variances to management, and take action to improve results.
• Conduct regular Service team meetings to review results, priorities, improvement opportunities, health and safety, and process updates.
• Participate in recruiting and onboarding new Service employees.
• Maintain strong customer relationships through regular visits or contact, clear updates, effective resolution of service concerns, and support for customer retention and business growth.
• Review customer accounts with Accounting to support timely billing and payment.
• Communicate effectively and proactively with Sales, Parts, and Rentals regarding service schedules, equipment readiness, parts availability, changes in timelines, and customer commitments.
• Provide management with recommendations for operational improvements and business growth opportunities and support the execution of approved strategies.
• Stay current on industry changes affecting the Service department, participate in required training and industry events.
• Complete other assigned projects and duties.

Total Rewards

• Anticipated Salary Range: $90,000.00-$ – based on education and experience
• Annual Performance Review with Increase Opportunity
• Premium Health Insurance Benefits
• Vacation & Paid Personal days
• 401(k) Employer Matching

Status:
Permanent

Position Type:
Managerial

Schedule:

Monday-Friday - occasional extended hours may be required based on operational needs.

Vacancy Type:
Existing Vacancy

Direct Reports: 4-8

Travel: 5%-10% - Primarily within the State

What You Bring

• 3+ years’ experience as a Service Manager in the field…