Service Manager

About the role

We are hiring a Service Manager based in Richmond, Virginia. This role takes pride in building and maintaining a safe, high-performing team. The Service Manager will oversee all aspects of the Service Department, prioritize high-quality service and customer satisfaction, drive profitable growth of service labor while managing department expenses, create and manage annual department goals, budget, and marketing plans, lead and implement service process improvements across the team, handle escalated concerns from customers or team members professionally and promptly, support technicians with diagnostics and ensure technical accuracy, build, train, and retain a strong team through development plans and mentorship, enforce safety regulations and maintain a safe working environment, collaborate with regional and corporate leadership on performance and strategy, and be willing to travel to support other branches.

Responsibilities

• Oversee all aspects of the Service Department, prioritizing high-quality service and customer satisfaction
• Drive profitable growth of service labor while managing department expenses
• Create and manage annual department goals, budget, and marketing plans
• Lead and implement service process improvements across the team
• Handle escalated concerns from customers or team members professionally and promptly
• Support technicians with diagnostics and ensure technical accuracy
• Build, train, and retain a strong team through development plans and mentorship
• Enforce safety regulations and maintain a safe working environment
• Collaborate with regional and corporate leadership on performance and strategy
• Willingness to travel to support other branches

Requirements

• 3–5 years of management experience in machinery or a related service industry (material handling preferred)
• Strong leadership and team development experience
• Proven ability to grow service revenue and improve customer satisfaction
• Technical knowledge and experience assisting with equipment diagnostics
• Strong communication and decision-making skills
• Able to analyze reports and drive continuous improvement
• Valid driver’s license with an acceptable DMV record
• Ability to perform and support the physical demands of service operations

Skills

• Technical knowledge and experience assisting with equipment diagnostics
• Strong communication and decision-making skills
• Ability to analyze reports and drive continuous improvement

Benefits

• Competitive pay based on experience
• Excellent benefits – Medical, Dental, Vision, Accident, Short-Term Disability, Life Insurance, and 401K with Company Match
• Progressive Paid Time Off and Holidays – starting with 3 weeks PTO in your first year
• Paid parental leave for moms and dads
• Opportunities for growth and internal promotion
• Annual Community Impact Day – paid volunteer time in the places we work and live

Pay

Competitive pay based on experience.

Schedule

Flexible schedule to accommodate the needs of the position and the team.