Service Manager

Summary:

The Working Service Manager oversees daily Service Department operations while also providing hands‑on technical support when needed. This role is responsible for maximizing department productivity, delivering exceptional customer service, and supporting overall business performance and profitability. The Working Service Manager leads the service team, ensures efficient workflow, and steps in to assist technicians with diagnostics, repairs, and problem‑solving as required.

• Operational & Performance Management
  • Set clear goals and provide leadership to optimize department performance in:
  • Customer satisfaction
  • Revenue attainment
  • Cost control
  • Technician productivity
  • Quality assurance
  • Cycle time and workflow efficiency
• Manage shop workload, schedule service appointments, and maintain an organized workflow for all technicians.
• Ensure Service Advisors communicate effectively with customers and keep service throughput optimized.
• Hands‑on Technical Support
  • Assist technicians with complex diagnostics, repairs, or troubleshooting when needed.
  • Maintain working knowledge of equipment, tools, and repair procedures to support shop operations.
  • Step in to perform repairs during peak periods or as staffing needs require.
• Team Leadership
  • Hire, train, coach, motivate, and evaluate Service Department staff.
  • Foster a positive, team‑oriented environment focused on accountability and continuous improvement.
  • Provide ongoing guidance and development to enhance technician skills and performance.
• Administrative & Financial Duties
  • Process work orders from initiation to completion following company policies and procedures.
  • Oversee warranty repairs and ensure proper documentation.
  • Assist in preparing and managing the annual Service Department operating budget.
  • Prepare and finalize customer invoices and process payments.

• Continuously enhance technical and product knowledge through hands‑on and online training.
• Ensure the team remains up to date on tools, technology, and equipment.

• Requires a high school diploma or general education diploma (GED).
• 5+ years of practical service management experience.
• 5+ years of supervisory experience.
• Strong technical background with the ability to perform and support repairs.

• Written and verbal communication skills.
• Microsoft Office skills.
• Exceptional customer service skills.

• Apply good judgment in recognizing scope of authority.
• Must be able to multi‑task.
• Ability to maintain an orderly and clean shop.
• Must be able to build a team and promote a teamwork environment.

• Competitive compensation.
• Health, dental, and vision insurance.
• HSA with company matching.
• 401(k) with company contribution.
• Company‑paid life and short‑term disability insurance.
• Long‑term disability insurance.
• Holiday pay and PTO.