Service Manager

Company Description

Sunbelt Material Handling is a trusted, full-service forklift dealership dedicated to delivering top-tier customer service in the industry. We represent leading brands such as Unicarriers, Flexi, and Big Joe to provide tailored equipment solutions that maximize uptime for our clients. Recognized for our commitment to excellence, we were honored with the Unicarriers "President's Club" award in 2017 for outstanding sales, service, and parts performance. Our team takes pride in supporting clients with high-quality products and reliable service. For more information, visit our website at www.sunbeltmh.com.

Position Overview

Leads daily service operations, ensuring technician productivity, workflow efficiency, and timely billing. Oversees dispatch, service execution, and maintains oversight of the company’s service vehicle fleet across all branches.

Core Responsibilities

·        Lead and oversee day-to-day operations of field and shop technicians

·        Oversee dispatch operations including scheduling, routing, and technician utilization

·        Monitor technician productivity, time, and job progression

·        Manage and control Work In Process (WIP)

·        Ensure work orders are completed accurately and progressed to billing timely

·        Oversee coordination between service, parts, and administrative functions

·        Monitor quality of work and address performance issues

·        Support and resolve customer escalations

·        Coach, develop, and hold team accountable

Key Performance Indicators (KPIs)

·        WIP maintained within acceptable operational targets

·        Timeliness of invoicing and work order closeout

·        Technician productivity and efficiency

·        Reduction in aged work orders

·        Quality of work and rework reduction

·        Customer issue resolution and satisfaction

·        Fleet uptime and readiness

Expectations

·        Strong leadership presence and accountability

·        Daily engagement with team and operations

·        Ability to make timely operational decisions

·        Ownership of service performance and results

·        Clear communication across departments

Fleet Management Responsibilities

·        Oversee assignment and reallocation of service vehicles across all branches

·        Coordinate vehicle replacements and deployment

·        Monitor fleet condition, utilization, and readiness

·        Ensure accountability and tracking of company vehicles

·        Support fleet planning and lifecycle decisions

Qualifications

• Minimum of 5 years of experience in the material handling industry or a related industrial equipment environment
• Minimum of 5 years of experience in team leadership, staff management, and employee development
• Proficiency in scheduling, workflow management, resource allocation, and time management
• Strong understanding of material handling equipment, maintenance, and repair processes
• Data-driven mindset with the ability to analyze service records, monitor key performance indicators, and implement improvements
• Excellent customer service and relationship-building skills
• Ability to work collaboratively work with a diverse team in a fast-paced environment
• Knowledge of safety protocols and regulatory compliance within the equipment service industry