Service Manager

About the role

Managing a service department is one thing. Building a high-performing service organization that delivers exceptional customer experiences, develops its service and installation network, and supports company growth through customer satisfaction is something more. How would you like to lead the team responsible for supporting customers, managing service operations, expanding our installer network, and improving the systems that keep a growing business running smoothly? At Mohawk Lifts, this isn't a role where you'll simply maintain the status quo. We're looking for a leader who enjoys solving complex problems, improving processes, developing people, and creating structure where structure is needed.

This role is for someone who can balance technical understanding with operational leadership and continuously improve the way work gets done. You'll have the opportunity to lead and develop a critical customer-facing department, build scalable processes and performance metrics, strengthen and expand our installer and service partner network, work cross-functionally with sales, engineering, manufacturing, and operations, improve customer satisfaction and service responsiveness, and make a visible impact on company performance and long-term growth.

Since 1981, Mohawk Lifts has built a reputation for manufacturing some of the safest and most durable automotive lifts in the industry. Our products are proudly manufactured in Amsterdam, NY and used throughout North America. We have earned our reputation through quality products, outstanding customer support, and a team committed to doing things the right way. At Mohawk, we invest in our people. We believe in giving leaders ownership, encouraging new ideas, and creating opportunities to improve the business. Your success contributes directly to our success.

Responsibilities

• Lead and develop a critical customer-facing department
• Build scalable processes and performance metrics
• Strengthen and expand our installer and service partner network
• Work cross-functionally with sales, engineering, manufacturing, and operations
• Improve customer satisfaction and service responsiveness
• Make a visible impact on company performance and long-term growth

Requirements

• 7+ years of experience in service operations, technical service, project management, customer support management, or a related field
• 5+ years of leadership experience
• Proven success improving processes, workflows, and team performance
• Experience managing customer issues and driving resolution to completion
• Experience working with ERP, CRM, or service ticketing systems
• Technical aptitude related to mechanical, hydraulic, electrical, or industrial equipment
• Experience working with PLC driven systems is a plus
• Experience with distributor, installer, dealer, or service networks is a plus

Competencies We Value

• Safety First
• Innovation through Teamwork
• Can-do-Attitude
• Drive for Results
• Supportive
• Respectful
• Customer Satisfaction

Benefits & Perks

• Competitive salary
• Medical, Dental, Vision and Accident Insurance
• Company-paid $50,000 Life Insurance
• Company-paid Long-Term Disability
• 401(k) with up to 4.5% company match
• Annual performance bonus opportunity
• Employee Referral Bonus Program
• Stable, growth-oriented manufacturing environment

Why Join Mohawk

Opportunity to lead and shape an important department, high ownership environment where leaders are empowered to make decisions, ability to build processes, develop people, and drive meaningful change, collaborative culture focused on solving problems and serving customers, stable company with long-tenured employees and consistent leadership.