SERVICE MANAGER

About the role

The Service Manager will provide oversight, functional, and transactional support in the daily activities of the Service Department to ensure operational integrity. This role involves motivating team members, addressing training and development needs, and monitoring team performance. The Service Manager is responsible for maintaining and repairing equipment that the company rents, sells, and services for customers.

Responsibilities

• Responsible for maintaining and enforcing a safe work environment at all times.
• Achieve the KPI goals set for the service department.
• Quickly and safely evaluate jobsite equipment repairs.
• Direct and schedule the activities of departmental employees, including technicians and service writers.
• Handle service-related customer escalations.
• Assist in troubleshooting and repair of equipment to minimize outside service costs.
• Serve as the service operations leader with accountability for all results (profitability, customer perspective, rework, quality, turnover, employee attitudes, etc.).
• Maintain and coordinate the shop service function; manage the service/repair of equipment and implement functions related to price, quality, and turnaround time.
• Review sublet estimates and invoices for accuracy in repairs provided.
• Ensure that customers’ service files are up to date and readily available.
• Communicate with management, rental coordinators, and technicians to ensure efficient provision of equipment.
• Schedule customer vehicle repairs and coordinate logistics.
• Responsible for invoicing billable service parts and labor hours.
• Follow all company Operational Procedures and QC Standards.
• Maintain professional and technical knowledge of equipment by attending educational workshops.

Requirements

• Associate degree or other relevant college degree.
• Non-degreed candidates: 3 years of proven experience in a similar role.
• Must be able to pass a pre-employment drug test and background check.
• Knowledge of heavy and light-duty trucks and equipment.
• Previous managerial experience; must be able to motivate, coach, develop, and lead employees.
• Valid Driver’s License required.
• Extremely detail-oriented and accurate.
• Must be able to work in a fast-paced environment.
• Mechanical aptitude.
• Ability to set priorities and adapt to changing work demands.
• Must be self-sufficient and driven.
• Ability to meet deadlines and schedules; strong attendance record.
• Knowledge of principles and processes for providing a positive service experience, including internal client needs assessment, meeting quality standards, and evaluating customer satisfaction.
• Ability to work with mathematical concepts and apply them to practical situations (fractions, percentages, ratios, and proportions).

Preferred Qualifications

• General mechanical aptitude, with knowledge of hydraulic systems, heavy equipment, diesel truck parts, and/or farm equipment preferred.
• General aptitude in working with common computer software (MS Office Suite, internet, etc.) to process orders.
• Knowledge of inventory software (e.g., M3) to process purchase orders and track inventory is helpful.

Working Conditions

• Majority of work performed in a shop or office setting.
• Ability to work scheduled hours: Monday-Friday, 7:00 am - 5:00 pm, plus any additional hours/days necessary to meet business demand.
• May be exposed to bright lights, extreme temperatures, loud noise, dust, gas, and/or fumes.

Physical Requirements

• The ability to bend, stoop, and lift up to 50 lbs.
• Occasional lifting, carrying, pushing, and/or pulling; some climbing, balancing, stooping, kneeling, crouching, and/or crawling.