What are the responsibilities and job description for the Service Manager position at Sanco Equipment?
Position summary:
The Service Manager is responsible for leading the service department to achieve operational excellence, profitability, and a high level of customer satisfaction. This is a customer-focused role, ensuring every interaction reflects professionalism, urgency, and a commitment to exceeding expectations. This role oversees all service operations including technician productivity, workflow management, quality control, and customer communication. The Service Manager is responsible for fostering a strong team culture, holding team members accountable, and driving efficient, consistent execution of service operations.
Responsibilities
Experience, Education, Skills and Knowledge
Physical, Mental and Other Requirements
Compensation & Benefits
The Service Manager is responsible for leading the service department to achieve operational excellence, profitability, and a high level of customer satisfaction. This is a customer-focused role, ensuring every interaction reflects professionalism, urgency, and a commitment to exceeding expectations. This role oversees all service operations including technician productivity, workflow management, quality control, and customer communication. The Service Manager is responsible for fostering a strong team culture, holding team members accountable, and driving efficient, consistent execution of service operations.
Responsibilities
- Lead and manage all day-to-day service department operations
- Drive technician productivity, efficiency, and billed hours performance
- Oversee scheduling, dispatching, and workflow to maximize shop capacity
- Ensure all work is completed accurately, on time, and to quality standards
- Manage customer relationships, resolve escalated issues, and ensure satisfaction
- Monitor and improve service department financial performance (labor sales, gross profit, and efficiency)
- Hire, train, coach, and develop service team members
- Enforce company policies, safety standards, and operational procedures
- Collaborate with Parts and Sales departments to ensure seamless operations
- Review and approve repair orders, estimates, and warranty claims
- Maintain proper documentation, service records, and compliance requirements
- Identify opportunities for process improvement and implement solutions
Experience, Education, Skills and Knowledge
- 3–5 years of experience in service operations within equipment, automotive, or related industry
- Proven leadership experience managing technicians or service teams
- Strong leadership and team-building skills
- Excellent communication and customer service abilities
- High level of organization and attention to detail
- Solid understanding of mechanical and equipment repair processes
- Ability to read and interpret service reports, work orders, and financial data
- Problem-solving mindset with a focus on efficiency and results
- Knowledge of warranty processes and manufacturer guidelines
- Experience with dispatching, workflow management, and customer service.
Physical, Mental and Other Requirements
- Ability to work in both office and shop environments
- Must be able to stand, walk, and move throughout the facility regularly
- Occasionally lift up to 50 lbs.
- Ability to handle multiple tasks and prioritize in a fast-paced environment
- Valid driver’s license with acceptable driving record
Compensation & Benefits
- Regular shift is Monday-Friday 8-5
- Health, dental, and vision insurance.
- Paid time off and retirement plan options.
- Ongoing professional development and training opportunities.