Service and Maintenance Manager

A well-established heavy equipment and crane services company is seeking a Service and Maintenance Manager to lead its Field Service and Shop Maintenance teams. This position is responsible for the overall leadership, financial performance, and operational execution of the service and maintenance organization.

This role oversees service managers, maintenance leaders, field technicians, shop technicians, mechanics, and administrative staff while providing senior oversight on service billing, customer escalations, damage assessments, repair planning, and maintenance execution.

The Service and Maintenance Manager owns the service and maintenance department P&L, with particular emphasis on timely and accurate billing of customer damage, field service work, and maintenance-related repairs. This role will also play a key part in improving service and maintenance operations through stronger processes, better documentation, and the development and implementation of improved service management systems.

This is a leadership-intensive role requiring strong people management skills, disciplined operational execution, commercial judgment, and the ability to scale teams and systems in a growing, multidisciplinary organization.

• Build and lead a strong service and maintenance organization across both field and shop operations.
• Manage service managers, maintenance leaders, administrative staff, and other direct reports within the department.
• Hold leaders accountable for team performance, safety, work quality, responsiveness, and adherence to established procedures.
• Support the development of field technicians, shop technicians, and mechanics through clear expectations, coaching, and consistent management practices.
• Oversee hiring, performance management, corrective action, and termination decisions within the service and maintenance department.
• Manage the service and maintenance department P&L, including revenue realization, cost control, productivity, and margin performance.
• Strengthen the process for identifying, documenting, approving, and billing customer damage, field service work, and shop maintenance repairs.
• Review service and maintenance activity to ensure work is properly classified, documented, and billed when appropriate.
• Work closely with finance and operations leadership to reduce billing delays, improve cash flow, and resolve invoice or repair-related disputes.
• Monitor key performance indicators related to repair cycle time, billing accuracy, equipment uptime, and department efficiency.

• Provide senior-level oversight for repair planning, damage assessments, maintenance priorities, service decisions, and customer escalations.
• Ensure Field Service and Shop Maintenance teams are aligned on repair standards, documentation requirements, and approval workflows.
• Use the technical knowledge within the organization to support accurate diagnostics, appropriate repair recommendations, and sound maintenance decisions.
• Serve as a decision point when service, maintenance, billing, or operational issues require management review or cross-functional coordination.
• Coordinate with Operations, Fleet, Parts, Finance, and other internal teams to support equipment readiness and timely return to service.

• Support the design and rollout of an improved service management system, including workflows, controls, reporting, and accountability tools.
• Standardize service and maintenance processes across teams to improve consistency, transparency, and operational discipline.
• Train leaders and employees on new processes, system expectations, documentation standards, and reporting requirements.
• Identify gaps in current workflows and implement practical improvements that support growth, equipment uptime, and stronger department performance.
• Use reporting and operational data to improve visibility into service activity, maintenance status, billing progress, and team performance.

• 8 to 10+ years in heavy equipment, crane, industrial field service, or maintenance operations.
• 5 to 8+ years in a supervisory or management role.
• Experience leading Field Service, Shop Maintenance, or similar equipment repair teams.
• Strong people leadership skills with demonstrated success managing accountability, performance, and team development.
• Experience working in high-risk, safety-critical service or maintenance environments.
• Ability to manage operational priorities across…