Service Manager
Position Summary
The Service Manager is responsible for leading the daily operations of the Service department to ensure exceptional customer satisfaction, technician productivity, and departmental efficiency. This role oversees service technicians, service foreman, service writer, warranty administration, scheduling, safety compliance, and quality control while maintaining strong relationships with coworkers, customers and equipment manufacturers.
Essential Responsibilities
- Manage the day-to-day operations of the Service Department.
- Lead, coach, and develop service technicians and support staff.
- Schedule work efficiently to maximize technician productivity and minimize customer downtime.
- Monitor work quality and ensure repairs meet manufacturer and dealership standards and customer expectations.
- Maintain high levels of customer satisfaction with proactive communication and by resolving concerns promptly and professionally.
- Review service performance metrics, including labor recovery, technician utilization, work-in-progress, and turnaround time.
- Ensure warranty claims are processed promptly, accurately and in accordance with manufacturer requirements.
- Promote a safe, organized, and clean work environment while ensuring compliance with OSHA and company safety policies.
- Communicate and collaborate with the Parts and Sales departments to improve customer service and operational efficiency.
- Stay current on new equipment technologies, service procedures, and industry best practices.
Qualifications
- 5+ years of experience in equipment service.
- Strong knowledge of diesel engines, hydraulics, electrical systems, and heavy equipment diagnostics.
- Excellent leadership, communication, and conflict-resolution skills.
- Experience with dealership management software and Microsoft Office applications.
- Valid driver's license with an acceptable driving record.
Preferred Qualifications
- Experience in construction, agricultural, forestry, or industrial equipment dealerships.
- Manufacturer certifications or factory training.
- Strong understanding of warranty administration and service operations.
- Supervisory or management experience.
Key Competencies
- Leadership and team development
- Customer and coworker relationship management
- Operational planning and organization
- Financial and business acumen
- Problem-solving and decision-making
- Time management and prioritization
- Continuous improvement growth mindset
- Commitment to safety and quality
Physical Requirements
- Ability to walk through service shop and yard environments daily.
- Occasionally lift up to 50 pounds.
- Ability to visually inspect heavy equipment and machinery and noise.
- Ability to sit, stand, bend, and use a computer for extended periods.
Performance Measures
Success in this role is measured by:
- Customer satisfaction
- Technician productivity and efficiency
- Department profitability
- First-time repair completion rate
- Warranty recovery
- Employee retention and development
- Maintain safety record
- Growth in service revenue
Pay: $27.00 - $37.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Work Location: In person
