# Service Manager
**Company:** Peterson Equipment Company (PEC)
**Location:** North Logan, Utah (with travel to customer sites across the Mountain West)
**Reports to:** General Manager
**Direct reports:** None — coordinates closely with the technical team but does not supervise
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## About Peterson Equipment
Peterson Equipment Company is the authorized PistenBully dealer for the Mountain West, supporting ski resorts and grooming operations with equipment sales, parts, and service. We win on relationships and responsiveness. When a resort calls, they’re trusting us to keep their fleet running through the season — and how we handle that conversation is the business.
## Position Summary
The Service Manager owns the customer-facing side of our service operation. You are the single point of contact resorts rely on from the moment they request service through the day the machine is back on snow. You translate what the customer needs into clear scope, accurate estimates, and committed timelines, then keep the customer informed every step of the way.
This role does not manage technicians. Instead, you partner with the shop and parts teams to coordinate work, and you carry the relationship, communication, and accountability with the customer. Your success is measured by customer trust, response time, and the smooth flow of service work — not by headcount.
## Key Responsibilities
**Customer relationship & communication**
- Serve as the primary point of contact for all service customers across the territory
- Own incoming service requests (including web submissions at petersonequipment.com/servicerequest) and honor our commitment to deliver an estimate within 3 business days
- Keep customers proactively informed on status, timing, and any changes — no customer should ever have to chase us for an update
- Build and maintain strong, long-term relationships with resort grooming managers and decision-makers
**Service coordination**
- Scope incoming work, gather machine and serial information, and translate customer needs into clear, actionable work orders
- Schedule and prioritize service work in coordination with the lead technician and technical team
- Coordinate parts availability with the parts department to prevent delays
- Manage the seasonal cadence of the business — pre-season readiness, in-season response, and off-season rebuilds
**Estimates, quoting & billing**
- Prepare accurate, professional service estimates and quotes
- Review completed work and ensure billing reflects scope, with clear explanation of charges to the customer
- Identify and recommend additional service or upgrade opportunities that genuinely serve the customer’s fleet
**Warranty & manufacturer coordination**
- Manage warranty claims and documentation with manufacturers (Kässbohrer, engine suppliers, and component vendors)
- Advocate for the customer through warranty disputes while protecting PEC’s standing with the OEM
- Track claim status through to resolution
**Field & support coordination**
- Coordinate field service visits and visiting technician logistics across multiple resort sites
- Support customers on telematics and fleet tools (Snowsat) and other PistenBully systems
- Capture service history and customer notes so the next interaction starts informed
## Qualifications
**Required**
- 3+ years in a customer-facing service, service writing, or service coordination role — ideally in heavy equipment, powersports, automotive, agricultural, or fleet service
- Strong written and verbal communication; comfortable being the voice of the company to demanding, high-value customers
- Highly organized with the ability to juggle multiple machines, customers, and timelines without dropping a ball
- Mechanically literate — able to understand and accurately convey technical scope between customers and technicians
- Comfortable with service software, estimating tools, and basic digital workflows
- Valid driver’s license and willingness to travel to customer sites
**Preferred**
- Experience in the ski industry, snow grooming, or with PistenBully/snowcat equipment
- Familiarity with warranty claim processes and OEM relationships
- Existing relationships within the Mountain West resort or outdoor recreation community
## What We’re Looking For
Someone who treats responsiveness as a competitive advantage, takes ownership when things go sideways, and genuinely enjoys being the person customers count on. You’re direct, warm, and dependable. You’d rather over-communicate than leave a customer wondering.
## Work Environment
- Office-based in North Logan with regular travel to resort and customer sites
- Seasonal intensity — winter grooming season demands fast response and flexible hours; summer is rebuild and planning season
- Some exposure to a shop environment
## Compensation & Benefits
Competitive salary commensurate with experience, plus [benefits package — health, retirement, PTO, etc., to be finalized].
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*To apply, contact Peterson Equipment Company at [[email protected]]
Job Type: Full-time
Pay: $66,717.18 - $80,347.58 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
