Service Manager (heavy equipment)

About the role

Oversee the Heavy Equipment Service department by tracking job progress, resolving customer concerns, leading the team, and managing schedules. This is an opportunity to grow professionally with an industry-leading equipment provider with a 70+ year presence in the marketplace.

Responsibilities

• Handle customer-related service functions such as job scheduling, job progress tracking, and warranty issues.
• Maintain a high level of customer satisfaction.
• Oversee and assist in scheduling work in the service area to optimize space and customer service.
• Supervise service associates, including employee relations, performance reviews, training, disciplinary action, and termination.
• Develop business plans and goals, including staffing needs, tools, equipment, and service promotion strategies.
• Monitor Key Performance Indicators and adjust business plans and processes as needed.
• Handle documentation and resolution of Goodwill claims with manufacturers.
• Determine needs for special tooling, equipment, vehicles, and work hours.
• Interview and hire personnel for the service department.
• Maintain a safe, clean, neat, and orderly work environment.
• Prepare customer repair estimates and quotes in a timely and accurate manner, providing follow-up.
• Resolve customer disputes to ensure fair value for both the customer and company.
• Review work orders to ensure timeliness of completion and accuracy.
• Provide documentation for personnel issues, accidents, safety matters, and customer disputes.
• Regularly review Job Hazard Analyses (JHAs), discuss company-wide safety incidents with the team, and enforce safety policies.
• Work within and promote the company’s vision, mission, and values.
• Perform other duties as assigned.

Supervisory Duties

• Manage all service department personnel.
• Organize, communicate, and delegate responsibilities and priorities to ensure successful department operation.
• Provide regular and timely feedback to recognize employee performance, motivate employees, and promote self-development.
• Communicate with and coach employees on assignments, providing technical expertise as needed.
• Select, train, and develop employees consistent with department and division goals, offering career development coaching.

Requirements

• Excellent customer service skills.
• Good oral and written communication skills.
• Computer knowledge.
• Strong leadership, detail, and organizational skills.
• Ability and willingness to work flexible hours.
• Mechanical experience with the product lines represented is preferred.
• Completion of "Lead Yourself" training for internal candidates is preferred.
• Two-year degree or equivalent experience and training preferred.
• Prior supervisory experience or Service Management Training preferred.
• Must possess a clean driving record.

Benefits

• 10% annual retirement employer contribution, with an additional 5% discretionary employer contribution (eligibility required).
• Health Insurance – 3 plan options.
• Health Savings Account – Employer contribution up to $1,300/year.
• Dependent Care Flex Spending Account.
• Dental Insurance – 2 plan options.
• Vision Insurance.
• Basic Life/AD&D and Supplemental Life Insurance.
• Employer-paid Short-Term Disability Coverage – 60% of base pay/salary.
• Long-Term Disability Coverage.
• Maternity/Paternity Benefits.
• Paid Holidays and Paid Time Off (PTO).
• 401(K) Plan.
• Employee Assistance Program (EAP) – including Health Coaching.
• SmartDollar – employer-paid financial planning program.
• Legal Shield/ID Shield products.
• Voluntary Benefit options – Cancer Insurance, Accident, Hospitalization.