Service Manager

Job Title: Service Manager

Department: Service

Reports To: VP of Product Support

Position Purpose:

The Service Manager is responsible for the comprehensive oversight of the service department's daily operations, specifically focused on the efficient, profitable, and high-quality repair and maintenance of utility trucks and related equipment. This pivotal role provides leadership to service personnel specializing in utility vehicles, manages the workflow of service orders, upholds safety and quality standards unique to utility equipment, and ensures exceptional customer satisfaction within the utilities sector.

Essential Job Functions:

Operational Leadership

• Direct and manage all service department functions, encompassing both in-shop and field service activities.
• Strategically schedule and prioritize work orders for maintenance and repairs to meet operational demands and maximize the productivity of the shop and specialized technicians.
• Proactively monitor the progress of work to ensure timely completion, adherence to specific standards, and accurate billing.

Team Management

• Recruit, train, mentor, and evaluate service technicians and support staff with a focus on expertise in truck systems and maintenance.
• Conduct regular performance reviews and provide targeted coaching to enhance productivity and quality of work specific to servicing.
• Cultivate a collaborative and accountable team environment that champions continuous improvement in equipment service practices.

Customer Service Excellence

• Serve as the primary point of contact for clients, ensuring clear, concise communication and effective resolution of service issues related to their truck fleets.
• Collaborate closely with customers to deliver accurate estimates, realistic timelines, and proactive updates on the service and repair of their vehicles.
• Address and resolve customer concerns and complaints related to service in a professional and timely manner, understanding the critical nature of their fleet operations.

Financial & Administrative Oversight

• Monitor the service department's financial and operational performance against targets relevant to service (labor efficiency, gross profit, work-in-progress, recovery rate).
• Approve work orders, invoices, and purchase orders for repairs and maintenance in accordance with company policies.
• Ensure documentation of all service work on vehicles, including time, parts used, labor performed, and detailed technician notes. .

Safety & Compliance

• Strictly enforce company safety standards and ensure full compliance with OSHA and environmental regulations relevant to the maintenance and repair of vehicles.
• Maintain a clean, safe, and well-organized work environment within the service bays and field service operations.

Collaboration & Communication

• Coordinate with Parts, Sales, and Rental departments to ensure smooth interdepartmental operations.
• Participate in regular management meetings and contribute to strategic planning

Education and Or Qualifications:

• 5 years of experience in service management or supervisory role 5 years of progressive experience in service management or a supervisory role specifically with a strong emphasis on heavy equipment trucks or related vocational vehicles.
• Comprehensive technical knowledge of heavy equipment truck systems, including hydraulic, electrical, diesel, aerial lift, and other specialized components.
• Proven leadership, customer service, and organizational skills.
• Proficient with service software, Microsoft Office, and OEM diagnostic systems.
• High school diploma or equivalent required; technical degree preferred.

Physical Demands:

• Standing, walking, talking, sitting, and use of hands.
• This job mostly involves sitting or standing, but there may be occasional tasks that involve lifting or moving objects weighing up to 25 pounds.

Work Environment:

• This position is exposed to work near moving mechanical parts, electrical systems, hazardous materials, fumes, airborne particles and moderate noise levels. Appropriate PPE gear must be worn as required.

Certificates, Licenses, Registrations:

• Must have valid Driver's License to operate company vehicles.
• Must complete MSHA, First Aid, and CPR certifications as required.

Job Type: Full-time

Pay: $100,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

People with a criminal record are encouraged to apply

Work Location: In person

Salary : $100,000 - $120,000