Service Manager

Location: Richmond, VA

Department: Service
Reports To: GSM
FLSA Status: Exempt

Position Overview:
McClung-Logan Equipment Company is seeking a highly motivated and experienced Service Manager to lead our Baltimore service department. This role is responsible for managing daily operations, ensuring high-quality service delivery, and driving departmental performance. The ideal candidate will bring strong leadership, technical expertise, and a customer-first mindset to support our mission of excellence in equipment service and support.

Your essential functions will include, but not be limited to:

Operational Leadership

• Manage shop and field service operations.
• Schedule and prioritize work orders for optimal productivity and monitor work-in-progress for timely completion and accurate billing.
• Manage warranty and policy claim submissions with OEMs.

Team Management

• Hire, train, and mentor service technicians and support staff.
• Conduct performance reviews and coaching sessions.
• Promote a culture of teamwork, accountability, and continuous improvement.

Customer Service

• Serve as the primary contact for major service customers and provide accurate estimates, timelines, and updates.
• Resolve customer complaints professionally and promptly.

Financial & Administrative Oversight

• Track department performance against financial and operational goals.
• Approve work orders, invoices, and purchase orders.
• Ensure accurate documentation of service work.
• Open and cost work orders per company standards.

Safety & Compliance

• Enforce safety standards and OSHA/environmental regulations.
• Maintain a clean and safe work environment.

Collaboration & Communication

• Coordinate with Parts, Sales, and Rental departments to ensure interdepartmental operations
• Participate in regular management meetings and strategic planning sessions to promote and build the business.

Qualifications:

• 5 years of experience in service management or supervisory role in heavy equipment, trucking or related field.
• Strong technical knowledge of construction equipment and hydraulic, electrical, and diesel systems.
• Proven leadership and customer service skills.
• Proficiency in service software, Microsoft Office, and OEM diagnostic tools.
• High school diploma required; technical degree preferred.

Physical Requirements:

• Ability to lift up to 60 lbs.
• Work indoors and outdoors in varying climates.
• Perform physical tasks such as stooping, kneeling, climbing, and overhead work.

Work Environment:

• Exposure to mechanical parts, electrical systems, hazardous materials, and moderate noise.
• PPE required as per safety standards.

Certifications & Licenses:

• Valid Driver’s License.
• MSHA, First Aid, and CPR certifications (or willingness to obtain).
• Ongoing technical training and education required.