Service Manager

Position Summary

The Service Manager is responsible for leading the day-to-day operations of the Service Department, including technician oversight, work order review, and quality control of repair and warranty work. This role ensures efficient service delivery, strong technician performance, and a high standard of customer satisfaction.

Key Responsibilities

• Assign jobs and work areas to service technicians based on skill level and workload.
• Oversee the reconditioning of used equipment and the setup of new equipment.
• Review repair work orders for accuracy and completeness regarding parts, materials, and labor, and approve equipment for release to customers.
• Diagnose complex machine problems alongside technicians and apprentices, providing hands-on instruction as needed.
• Schedule and conduct in-house technician training programs.
• Evaluate incoming repair work and participate directly in repairs as needed.
• Communicate customer complaints and service issues to leadership.
• Maintain a clean, safe, and organized working environment for all service staff.
• Meet regularly with leadership to review department performance and personnel matters.
• Prepare reports and documentation related to service work orders and department activity.
• Maintain up-to-date technical and product knowledge across the equipment line serviced.
• Represent the company professionally in all customer interactions.
• Participate in ongoing training and professional development.
• Follow and enforce company policies, procedures, and safety regulations.

Qualifications/Experience

• Education: High school diploma or equivalent required; technical/vocational certification in diesel, heavy equipment, or mechanical systems preferred.
• Experience: Minimum of 3–5 years of experience in equipment service, repair, or maintenance, including prior supervisory or lead technician experience.
• Technical Skills: Strong mechanical and technical knowledge of heavy equipment systems (hydraulic, electrical, diesel); proficiency with service/work order software and Microsoft Office.
• Knowledge: Understanding of safety regulations, warranty processes, and equipment diagnostics.
• Other: Strong leadership, organizational, and communication skills; ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Manufacturer-specific certification or training on relevant equipment lines.
• Experience managing a service department or team of technicians.

Physical Requirements / Work Environment

• Ability to stand, bend, and lift up to 50 lbs; work in shop, field, or outdoor conditions as needed.
• Shop and field environment, including exposure to noise, machinery, and varying weather conditions.

Travel and Schedule Expectations

• Occasional travel may be required for site visits, training, or customer support.
• Standard schedule is Monday through Friday, with flexibility required during peak periods or business needs.
• Occasional after-hours or weekend work may be necessary based on operational requirements.