Service Technician Manager

Service Technician Manager Family owned and operated since 1981, Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods.

JOB SUMMARY:

Responsible for the technical competency, quality, and overall performance of service technicians. Oversee technician development,training, and adherence to service standards while ensuring high-quality repair execution and customer satisfaction.

Works closely with the Service Manager to support operational goals by improving technician efficiency, reducing rework, and driving continuous improvement in service delivery. Exercises independent judgment in coaching, performance management, and technical oversight.

ESSENTIAL FUNCTIONS:

Monitor and ensure the technical quality and performance of service technicians through audits, inspections, and ride-alongs

Drive accountability for customer service standards, technician performance, and professionalism

Conduct technician quality audits, PM audits, and safety compliance checks

Provide hands-on coaching, training, and development to improve technician skillsets and performance

Lead technician onboarding, including training plans and competency development

Identify performance gaps and implement corrective actions and improvement plans

Promote adherence to service processes, including planned maintenance, work order execution, and documentation standards

Lead hiring, development, and performance management of service technicians

Partner with the Service Manager to implement service department initiatives and continuous improvement efforts

Monitor and drive key performance indicators (KPIs) such as technician efficiency, first-time fix rate, rework, and training completion

Ensure compliance with safety standards, policies, and regulatory requirements

Collaborate with parts, service administration, and management teams to support effective service execution

Support technician scheduling adherence and workforce productivity improvements

All other duties or special projects as assigned.

QUALIFICATIONS:

Minimum 5–8 years of experience as a service technician (forklift, heavy equipment, automotive, or similar)
Prior leadership, lead technician, or mentoring experience preferred

Proven ability to train, coach, and develop technical employees

Strong understanding of service operations, repair processes, and maintenance standards

High School Diploma or GED required

Special Skills Needed:

Strong technical expertise in equipment repair and diagnostics

Leadership and coaching skills with the ability to develop others

Strong attention to detail and quality control mindset

Ability to analyze performance metrics and identify improvement opportunities

Effective communication and collaboration skills

Problem-solving and decision-making abilities

Commitment to safety, compliance, and continuous improvement PHYSICAL DEMANDS AND

WORKING CONDITIONS:

The physical demands and working conditions requirement indicated below are examples of the demands that must be performed in carrying out the essential job functions.

Physical Demands:

Office employees typically sit for long periods and perform tasks that require fine motor skills, such as typing or using a mouse. They may occasionally stand, walk, or lift up to 30 pounds, like files or office supplies. The work environment is climate-controlled with moderate noise, and employees

Working Conditions:

Work indoors and sometimes outdoors; exposure to temperatures commensurate with outdoor seasonal temperatures.

Shoppa’s Material Handling is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.” (pp. 3 & 36 of the attached guide)