SERVICE MANAGER (33045)

Position Summary

Manages the day‑to‑day service operations at the local level (service support team and technicians report directly to this individual). Assembles and leads a high‑performing, customer‑focused team to provide a hassle‑free experience for customers. Drives change to ensure a consistent way of doing business with other Equipment Depot locations and achieves business objectives measured by Key Performance Indicators by improving skills and professionalism within the service operation. Improving the efficiency of the service organization is a key responsibility.

Essential Functions

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

• Communicates and promotes the Equipment Depot vision and mission within the team; serves as a positive role model.
• Inspires and motivates others to perform at a higher level while treating others with respect.
• Ensures the team works with a positive attitude and urgency to exceed customer expectations and earns trust both inside and outside the organization.
• Ensures service KPIs (efficiency, productivity, customer satisfaction) are consistently met.
• Handles disciplinary issues involving personnel as they arise.
• Works with the Operations Manager to develop and implement short‑ and long‑term strategic plans, objectives, and goals for each location, including action plans to achieve them.
• Handles customer requests, concerns, and complaints promptly and professionally.
• Completes performance reviews for all members of the organization as required.
• Identifies trends within the organization or business environment with the Operations Manager and develops plans to address them.
• Administers wages for direct reports.
• Provides feedback and recognition for reports in their job functions.
• Assists in recruiting, developing, and training the service organization, including assessments of the service support team.
• Assists in the implementation and use of the Service Automation system.
• Maintains a professional image and manner while performing the role.

Qualifications

• Good communication, leadership, and team‑building skills.
• Proven problem‑solving ability and adeptness at conflict resolution.
• Ability to prioritize and manage time‑sensitive deadlines.
• Basic technical knowledge of industrial equipment (e.g., IC vs. Electric).
• Prior experience leading a service team is preferred.
• Ability (or willingness to learn) to interpret and understand financial statements and budgeting/forecasting.
• Capability to develop, manage, motivate, and lead a diverse workforce.
• Ability to manage individuals at off‑site locations while coordinating their roles to meet customer needs and align with centralized efforts.
• Ability to communicate across all functional groups and geographic locations (“One Equipment Depot” mindset).
• Education: Minimum high school diploma; college education or equivalent aftermarket service experience preferred.
• Experience: At least 2 years of proven hands‑on management experience preferred.
• Computer Skills: Basic computer operation and proficiency with Microsoft Office (Word, Excel).
• Other Requirements: Strong organizational, communication, and conflict‑resolution skills; ability to facilitate change; training experience.

Work Environment

Work environment varies from office to job site to industrial locations.

Core Values

• Passion to Perform – focus on concrete achievements.
• Trust to Act – empowered to act in a powerful way.
• Act Responsibly – accountable for actions and their impact on stakeholders and the environment.
• Make it Fun! – serious about making work fun.