Service Technician Manager

Service Technician Manager

Family owned and operated since 1981, Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods.

JOB SUMMARY:

Responsible for the technical competency, quality, and overall performance of service technicians. Oversee technician development,

training, and adherence to service standards while ensuring high-quality repair execution and customer satisfaction.

Works closely with the Service Manager to support operational goals by improving technician efficiency, reducing rework, and

driving continuous improvement in service delivery. Exercises independent judgment in coaching, performance management, and

technical oversight.

ESSENTIAL FUNCTIONS:

• Monitor and ensure the technical quality and performance of service technicians through audits, inspections, and ride-alongs
• Drive accountability for customer service standards, technician performance, and professionalism
• Conduct technician quality audits, PM audits, and safety compliance checks
• Provide hands-on coaching, training, and development to improve technician skillsets and performance
• Lead technician onboarding, including training plans and competency development
• Identify performance gaps and implement corrective actions and improvement plans
• Promote adherence to service processes, including planned maintenance, work order execution, and documentation standards
• Lead hiring, development, and performance management of service technicians
• Partner with the Service Manager to implement service department initiatives and continuous improvement efforts
• Monitor and drive key performance indicators (KPIs) such as technician efficiency, first-time fix rate, rework, and training
• completion
• Ensure compliance with safety standards, policies, and regulatory requirements
• Collaborate with parts, service administration, and management teams to support effective service execution
• Support technician scheduling adherence and workforce productivity improvements
• All other duties or special projects as assigned.

QUALIFICATIONS:

• Minimum 5–8 years of experience as a service technician (forklift, heavy equipment, automotive, or similar)
• Prior leadership, lead technician, or mentoring experience preferred
• Proven ability to train, coach, and develop technical employees
• Strong understanding of service operations, repair processes, and maintenance standards
• High School Diploma or GED required

Special Skills Needed:

• Strong technical expertise in equipment repair and diagnostics
• Leadership and coaching skills with the ability to develop others
• Strong attention to detail and quality control mindset
• Ability to analyze performance metrics and identify improvement opportunities
• Effective communication and collaboration skills
• Problem-solving and decision-making abilities
• Commitment to safety, compliance, and continuous improvement

PHYSICAL DEMANDS AND WORKING CONDITIONS:

The physical demands and working conditions requirement indicated below are examples of the demands that must be performed in carrying out the essential job functions.

Physical Demands:

Office employees typically sit for long periods and perform tasks that require fine motor skills, such as typing or using a mouse. They may occasionally stand, walk, or lift up to 30 pounds, like files or office supplies. The work environment is climate-controlled with moderate noise, and employees

Working Conditions: Work indoors and sometimes outdoors; exposure to temperatures commensurate with outdoor seasonal temperatures.

Shoppa’s Material Handling is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.” (pp. 3 & 36 of the attached guide)