Service Manager

About the Role

The Service Manager coordinates and oversees daily activities for the Service Department, providing leadership to ensure efficient operations and high customer satisfaction.

Responsibilities

• Maintain a high level of customer satisfaction.
• Schedule service and open/close work orders.
• Track technicians’ time and serve as the lead person in the shop for technical questions.
• Schedule and dispatch field technicians.
• Maintain warranties on engines, machines, and other equipment.
• Demonstrate positive, professional behavior and effective communication with internal and external stakeholders.
• Influence rather than demand compliance from team members.
• Manage and supervise Service Department operations and staff.
• Oversee the overall direction, coordination, and evaluation of the Service Department.
• Speak effectively before groups of customers or employees.
• Prepare quotes and ensure work orders are closed in a timely manner.
• Ensure compliance with all safety and environmental requirements.

Requirements

• 3-5 years of Service Department supervision/management experience and/or training.
• Ability to read, analyze, and interpret documents, procedures, and schematics.
• Ability to write routine reports and correspondence.
• Ability to interpret instructions in written, oral, diagram, or schedule form.
• Basic math abilities (addition, subtraction, multiplication, division).
• Ability to calculate figures such as percentages and discounts.
• Experience analyzing summary figures, identifying trends, and assessing impacts.
• Knowledge and experience in budgeting and cost/revenue projections.
• Availability for regular business hours, with potential weekend, holiday, or evening work as needed.
• Ability to handle complex tasks with frequent interruptions.

Physical Demands & Work Environment

• Occasionally lift and/or move up to 50 lbs.
• Frequent standing, walking, and meeting activities throughout the workday.
• Ability to process paperwork and use office equipment (e.g., computer, phone).
• Significant oral communication in person and by phone.
• Normal or corrected vision required for reading documents and computer use.
• Continuous movement throughout the service department.
• Physical strength and agility to handle light to moderately heavy materials or equipment.
• Moderate to loud noise levels in the work environment.
• Up to 10% travel may be required.