Service Manager

Interested in a career in a rapidly growing industry that is on the cutting-edge of technology and advancement of equipment, safety, and training? Join us at CMC North America, and help us make working at height faster, safer and more reliable. Together, we provide simple solutions for difficult access.

Position:Service Manager

Location: Salem, NH

Job :213

# of Openings:1

CMC North America is a leader in selling and servicing specialized access equipment across the U.S. and Canada. As the exclusive North American distributor of CMC aerial lifts, we combine Italian engineering with American ingenuity to help businesses work safely, efficiently, and in some of the most challenging environments imaginable. From distribution to service and support, our team is driven by precision, partnership, and a passion for excellence.

We’re looking for a hands-on, forward-thinking Service Manager to join our Leadership Team and elevate our repair and refurbishment operations to new heights. This isn’t just a maintenance management role it’s a leadership opportunity to shape a high-performing service organization that thrives on safety, efficiency, and customer satisfaction.

The ideal candidate has a deep technical background in aerial lifts or heavy equipment , paired with the ability to motivate, mentor, and lead a skilled team of technicians and supervisors. You’ll play a pivotal role in optimizing daily operations, driving process improvement, and ensuring every customer experience reflects our commitment to reliability and quality.

What You Bring

Key Responsibilities

• Build and maintain strong customer relationships through effective communication, job scheduling, invoice review, and proactive maintenance recommendations.
• Develop and implement efficient Service Department processes to enhance productivity and customer satisfaction.
• Establish and manage annual Service Department goals and budgets aligned with company objectives.
• Standardize best practices and processes across the Service Department to ensure consistency and quality.
• Oversee work order closing procedures, ensuring accuracy in labor, parts allocation, and documentation.
• Manage service maintenance programs and annual safety inspection offerings.
• Collaborate with Marketing to promote service programs and with the Warranty Administrator to confirm claim coverage and next steps.
• Lead, coach, and develop Supervisors and Technicians through training, performance management, and accountability.
• Foster a strong safety culture by enforcing compliance and investigating all incidents and injuries.

• Oversee shop tools, equipment, and fleet inventory, coordinating with the Parts Department to maintain proper stock levels.
• Perform other duties as assigned.

Requirements

• Strong technical knowledge of heavy equipment, aerial lifts, or similar machinery.
• Hands-on experience managing Service Department operations.
• Proficiency in electrical and hydraulic diagnostics.
• Proven leadership ability with experience developing and managing teams.
• Excellent communication, customer service, and problem-solving skills.
• Valid driver’s license with a clean driving record.
• Strong organizational and analytical skills with attention to detail and accuracy.
• Ability to interpret reports and use data to guide decisions.
• Experience with parts distribution is a plus.
• Ability to perform effectively in a high-volume, fast-paced environment while maintaining urgency and exceeding customer expectations.

Experience Requirements

• 7–9 years of progressive experience in service operations, maintenance management, or technical leadership within heavy equipment, aerial lifts, construction equipment, or similar industrial environments.
• Demonstrated success leading service teams in a hands-on, shop-floor–focused role, with direct involvement in diagnostics, repair oversight, workflow planning, and execution.
• Experience managing service performance, safety compliance, and customer satisfaction in a fast-paced, high-accountability environment.

Desired Qualifications

• IPAF certified
• CPR/ AED certification
• Class 4 forklift certification or will train

We take care of you, so you can take care of what matters most, our customers, our team, and yourself. Our comprehensive benefits package includes:

• Company-Paid Life & Short-Term Disability
• Supplemental Life Options
• Critical Illness, Accident & Hospital Indemnity Insurance
• Legal & Pet Insurance
• Employee Assistance Program (EAP)
• 7 Paid Holidays + 3 Floating Holidays
• Generous PTO & 40 Hours of Wellbeing Time Off