Service Manager

Position Summary

The Service Manager is responsible for leading the day-to-day operations of the Service Department, including technician oversight, work order review, and quality control of repair and warranty work. This role ensures efficient service delivery, strong technician performance, and a high standard of customer satisfaction.

Key Responsibilities

- Assign jobs and work areas to service technicians based on skill level and workload.

- Oversee the reconditioning of used equipment and the setup of new equipment.

- Review repair work orders for accuracy and completeness regarding parts, materials, and labor, and approve equipment for release to customers.

- Diagnose complex machine problems alongside technicians and apprentices, providing hands-on instruction as needed.

- Schedule and conduct in-house technician training programs.

- Evaluate incoming repair work and participate directly in repairs as needed.

- Communicate customer complaints and service issues to leadership.

- Maintain a clean, safe, and organized working environment for all service staff.

- Meet regularly with leadership to review department performance and personnel matters.

- Prepare reports and documentation related to service work orders and department activity.

- Maintain up-to-date technical and product knowledge across the equipment line serviced.

- Represent the company professionally in all customer interactions.

- Participate in ongoing training and professional development.

- Follow and enforce company policies, procedures, and safety regulations.

Qualifications/Experience

- Education: High school diploma or equivalent required; technical/vocational certification in diesel, heavy equipment, or mechanical systems preferred.

- Experience: Minimum of 3–5 years of experience in equipment service, repair, or maintenance, including prior supervisory or lead technician experience.

- Technical Skills: Strong mechanical and technical knowledge of heavy equipment systems (hydraulic, electrical, diesel); proficiency with service/work order software and Microsoft Office.

- Knowledge: Understanding of safety regulations, warranty processes, and equipment diagnostics.

- Other: Strong leadership, organizational, and communication skills; ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

- Manufacturer-specific certification or training on relevant equipment lines.

- Experience managing a service department or team of technicians.

Physical Requirements / Work Environment

- Ability to stand, bend, and lift up to 50 lbs; work in shop, field, or outdoor conditions as needed.

- Shop and field environment, including exposure to noise, machinery, and varying weather conditions.

Travel and Schedule Expectations

- Occasional travel may be required for site visits, training, or customer support.

- Standard schedule is Monday through Friday, with flexibility required during peak periods or business needs.

- Occasional after-hours or weekend work may be necessary based on operational requirements.