Manager, Service Center

We are continuously accepting applications for this role.

About the role

The Service Center Manager for Husqvarna Construction in Carrollton, TX oversees daily operations of the local service center, ensuring high-level technical support to customers and the sales team. This position is critical to maintaining our competitive advantage by providing exceptional customer service and support.

Husqvarna Construction, part of Husqvarna AB, is a global leader in the construction and stone industries. Our product range includes machines, diamond tools, and accessories for cutting, sawing, drilling, and floor polishing, as well as diamond tools for quarries and stone processing.

Responsibilities

• Local Service Center Operations (50%)
  • Oversee the service center P&L, driving profitability and maximizing technician utilization.
  • Manage all activities of the local service center, including facility security and maintenance.
  • Ensure compliance with local Health, Safety, and Environmental regulations.
  • Direct and work with repair technicians to diagnose and resolve equipment failures.
  • Determine warranty coverage for repairs or replacements.
  • Communicate repair status and parts orders to customers and the sales team.
  • Track and meet KPIs and metrics for the service center.
  • Maintain up-to-date repair tracking in the SVC Management system.
  • Manage returned products, warranty activities, and on-site inventories.
  • Collaborate with customers and the HCP Sales Group to resolve technical issues and support business growth.
  • Visit customers and job sites for equipment delivery, pickups, and service-related issues.
  • Communicate technical issues to Product Management and Manufacturing Engineering Services.
  • Schedule and expedite repair work, prioritizing tasks with the sales team.
• People Management (40%)
  • Staff and structure the service center for maximum efficiency.
  • Provide guidance, coaching, and direct issue resolution for Service Center staff.
  • Train Service Center staff as needed.
  • Ensure compliance with Husqvarna Group policies and procedures.
  • Conduct performance reviews and provide regular feedback and development opportunities.
  • Assist with annual budgeting and maintain monthly updates.
  • Provide and analyze reporting to support business needs.
  • Interpret, update, and communicate Group and local policies.
• Administrative (10%)
  • Process month-end reports.
  • Update individual KPIs and objectives quarterly.

Requirements

• 4-5 years of experience in the Technical Service field.
• High School diploma or GED required; college degree is a plus.
• Previous supervisory experience is a plus.
• Working knowledge of ERP systems (AS400, PRMS, JDE preferred), Excel, and Word.
• Basic product knowledge and solid understanding of repair processes.
• Knowledge of inventory processes.
• Ability to read schematics and illustrated parts lists.
• Solid mechanical skills.

Skills

• Ability to work collaboratively with a team to achieve Service Center goals.
• Respond quickly and work efficiently under pressure to deliver results.
• Solve new or unfamiliar problems and troubleshoot independently.
• Consistently deliver results and communicate clearly and effectively.
• Anticipate operational problems and mitigate negative impacts.
• Apply sound business judgment.
• Adapt to changes in business contacts and customer needs.

Benefits

• Competitive salary.
• Full benefits package, including medical, dental, and vision insurance (available at date of hire).
• 401(k) with company matching and no vesting period.
• Employee purchase discount on Husqvarna products.
• Education assistance program.

Schedule

• Normal PC use.
• Split time between the service center and customer locations or job sites.
• Occasional lifting up to 75 pounds.
• Travel required, primarily during the workday, with 10-15% overnight travel.