E&S Service Manager
Department: Edison Service (E&S)
Reports To: Director of Parts & Service
Location: Edison, NJ
Employment Type: Full-Time
Pay Range: Please provide your desired salary in the pre-application questionnaire.
Position Summary
The Service Manager leads the daily operations of the service department for a company specializing in tree care, land-clearing, and industrial equipment. This role is responsible for managing both in-shop and road technicians, coordinating dispatch, maintaining efficient workflow, preparing service quotes, monitoring parts usage, and ensuring repairs are completed safely, accurately, and on schedule.
The ideal candidate is an organized, hands-on service leader with strong mechanical knowledge and experience managing technicians, customer expectations, and service profitability. Familiarity with equipment such as wood chippers, aerial lifts, stump grinders, skid steers, wheel loaders, trailers, and related heavy equipment is strongly preferred.
Key Responsibilities
Service Department Operations
- Oversee daily service department operations, including in-shop repairs, field service calls, preventive maintenance, inspections, and warranty work.
- Manage, schedule, and support shop and road technicians to ensure work is assigned efficiently based on skill level, availability, urgency, and location.
- Coordinate technician dispatch for emergency repairs, scheduled field work, pickup and delivery needs, and customer service requests.
- Monitor shop capacity, technician productivity, billed hours, work-in-process, and service turnaround times.
- Maintain a clean, organized, safe, and productive shop and service environment.
- Ensure all repairs are performed according to company standards, manufacturer specifications, and applicable safety requirements.
Technician Leadership and Development
- Supervise, coach, and support service technicians, including performance management, goal setting, training, and professional development.
- Conduct regular technician meetings to communicate safety expectations, workflow priorities, technical updates, and company policies.
- Assist technicians with difficult diagnostics, repair planning, technical questions, and escalation issues as needed.
- Participate in hiring, onboarding, scheduling, evaluations, and disciplinary processes for service staff.
- Promote accountability, teamwork, quality workmanship, and a customer-first mindset throughout the department.
Dispatch, Scheduling, and Workflow Management
- Prioritize incoming repair requests and work orders based on customer needs, equipment downtime, safety concerns, parts availability, and technician capacity.
- Assign and dispatch road technicians with the appropriate tools, parts, technical information, and travel details.
- Review open service orders daily and communicate status updates, delays, and completion expectations to customers and internal teams.
- Maintain accurate scheduling for shop work, field service, preventive maintenance, and warranty repairs.
- Coordinate with sales, rental, parts, and operations teams to support equipment readiness and customer commitments.
Quoting, Service Orders, and Parts Oversight
- Prepare, review, and approve repair estimates, service quotes, and labor projections.
- Communicate recommended repairs, pricing, scope of work, and anticipated completion dates to customers.
- Obtain customer approvals before beginning additional work outside the original authorized scope.
- Review service orders for accuracy, including labor hours, technician notes, parts usage, shop supplies, travel charges, and outside vendor costs.
- Oversee parts ordered and used on service jobs to ensure proper allocation, cost control, availability, and accurate billing.
- Work closely with the Parts Department to resolve backorders, identify critical stock items, minimize delays, and improve parts availability for common repairs.
- Monitor warranty claims, manufacturer policies, and documentation requirements to maximize warranty recovery.
Customer Service and Business Performance
- Serve as a primary escalation point for service customers and resolve concerns professionally and promptly.
- Build strong relationships with customers by providing clear communication, realistic timelines, and dependable follow-through.
- Monitor service department revenue, gross profit, labor recovery, technician efficiency, and departmental expenses.
- Identify opportunities to improve service processes, reduce rework, increase technician utilization, and improve customer satisfaction.
- Support the development of preventive maintenance programs, service agreements, and other revenue-generating service initiatives.
- Ensure all customer records, equipment histories, inspection documents, and service records are complete and accurately maintained.
Safety and Compliance
- Enforce company safety policies, including proper use of personal protective equipment, lockout/tagout procedures, lifting practices, and safe operation of equipment.
- Ensure technicians maintain required certifications, licenses, and training relevant to their work.
- Support compliance with OSHA requirements, manufacturer service procedures, DOT requirements where applicable, and environmental regulations.
- Investigate service-related incidents, near misses, and equipment damage, then implement corrective actions as appropriate.
Qualifications and Requirements
Required Experience
- 3–5 years of supervisory or management experience in a service department, repair shop, heavy equipment dealership, fleet operation, industrial maintenance environment, or similar setting.
- Experience managing technicians, service schedules, work orders, customer communication, and repair priorities.
- Experience preparing estimates, quotes, invoices, or service order documentation.
- Demonstrated experience overseeing service-related parts usage, job costing, and repair profitability.
- Valid driver's license with an acceptable driving record.
Preferred Experience
- Previous hands-on experience as a technician, mechanic, field service technician, or lead technician is strongly preferred.
- Experience servicing or supporting tree care, construction, agricultural, forestry, material handling, or heavy industrial equipment.
- Familiarity with wood chippers, aerial lifts, stump grinders, skid steers, wheel loaders, compact equipment, hydraulics, diesel engines, electrical systems, and trailer-mounted equipment.
- Experience with dealer management systems, service management software, dispatching platforms, or inventory/parts systems.
- Manufacturer training, ASE certifications, CDL, or equipment-specific certifications are a plus.
Knowledge, Skills, and Abilities
- Strong mechanical aptitude and working knowledge of diesel, hydraulic, electrical, and mechanical systems.
- Ability to lead a team, set priorities, hold employees accountable, and maintain a positive team culture.
- Strong organizational skills with the ability to manage multiple work orders, technician schedules, and customer requests at once.
- Clear and professional verbal and written communication skills.
- Ability to explain technical repair needs and estimates to customers in an understandable way.
- Strong attention to detail, especially regarding service documentation, labor entries, parts usage, and job costing.
- Comfortable using computers, email, spreadsheets, service software, and manufacturer service portals.
- Ability to work effectively in a fast-paced environment where customer equipment uptime is critical.
Physical and Work Environment Requirements
- Ability to work in a shop, yard, and field-service environment with exposure to noise, dust, weather, moving equipment, oils, and shop chemicals.
- Ability to occasionally lift or move parts, tools, and equipment components up to 50 pounds.
- Ability to periodically assist with inspections, troubleshooting, and hands-on technician support when needed.
- Willingness to work occasional overtime, respond to urgent service needs, and travel locally for customer or field-service support as required.
Pay: From $90,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Application Question(s):
- What is your desired salary?
- Which types of equipment have you supervised or managed service operations for?
- Have you previously worked as a hands-on service technician or mechanic? Please indicate the equipment you've worked on, if so.
License/Certification:
- Driver's License (Required)
Ability to Commute:
- Edison, NJ 08837 (Required)
Work Location: In person
