Service Manager

Company Overview:

Ten-8 Fire and Safety, LLC is a major United States distributor of fire and emergency apparatus and equipment. Focused on serving customers in Florida, Georgia, Alabama and Mississippi. Our knowledgeable staff of sales, service, and support personnel is comprised of over 300 employees. For more than 40 years, we have worked hard to improve our business and expand our customer base, continually investing in our personnel and facilities. Operating out of seventeen (17) service locations, we strive to make our service experience second to none!

Job Summary:

The Service Manager is responsible for running an efficient and profitable Service Center. The Service Manager will operate the Service Center at maximum production, controlling costs, building strong customer relationships, setting, and obtaining sales and profit objectives. The Service Manager must be able to work with all departments within Ten-8 and OEM manufacturers. This position reports directly to the Regional Manager.

Key Responsibilities: Duties include, but are not limited to, the following. Additional responsibilities may be assigned as needed.

• Schedule and coordinate all incoming work for the service center and mobile technicians to ensure efficient workflow and resource utilization.
• Maintain a safe, clean, and efficient service center that delivers a world-class customer experience while supporting the company’s vision, mission, and values.
• Ensure all company processes, procedures, and standards are consistently followed at all levels.
• Manage and develop customer relationships within the service center territory.
• Serve as the primary point of contact for all service-related customer communication and incoming calls.
• Provide regular and proactive updates to customers on vehicle status, including open SVTs regardless of equipment location.
• Monitor, manage, and control open repair orders and service backlog.
• Review, manage, and audit the quality and accuracy of customer and billing documentation.
• Prepare repair and accident quotes; follow up and validate accuracy upon job completion.
• Ensure any additional work identified upon vehicle arrival is quoted within 24 hours.
• Manage site expenses and maintain responsibility for service center profit and loss (P&L).
• Resolve all service and parts-related complaints, ensuring response within 24 hours of receipt.
• Maintain appropriate staffing levels, including hiring, training, and ongoing competency management.
• Oversee customer satisfaction follow-up processes, quality control, and quick turnaround times.
• Maintain all required regulatory and compliance reporting, including OSHA injury reports, hazardous waste, and MSDS documentation.
• In coordination with the HR Director, maintain required federal and state documentation for drivers and company vehicles.
• Support apparatus and equipment sales teams to ensure timely and efficient delivery of new vehicles and equipment.
• Ensure technicians are equipped with necessary special tools and diagnostic software to perform work safely, efficiently, and accurately.

Safety Leadership & Compliance:

• Ensure compliance with all company safety policies and applicable local, state, and federal regulations.
• Promote a strong safety culture through leadership, accountability, and consistent enforcement.
• Ensure service personnel are properly trained and follow established safe work practices.
• Identify, assess, and address safety hazards in shop and field service operations.
• Enforce proper use of PPE, tools, equipment, and company vehicles.
• Ensure timely reporting, investigation, and documentation of incidents and near misses.
• Conduct or support safety meetings, audits, and inspections.
• Coordinate corrective and preventive actions to reduce risk and prevent future incidents.

Required Qualifications: To successfully perform this job, an individual must be able to carry out each essential duty effectively. The qualifications outlined below represent the knowledge, skills, and abilities that are required. or preferred for this position.

Education: High school diploma or equivalent is required.

Experience:

• 5 years of experience in heavy-duty truck service, refuse equipment maintenance, or fleet operations.
• Prior supervisory or service management experience is required.
• Experience with emergency response vehicles is highly desirable.
• CDL preferred, not required.

Equal Employment Opportunity:

We are an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Drug-Free Workplace:

As part of our commitment to protecting the safety, health, and well-being of all employees and individuals in our workplace, we maintain a strict drug-free environment. All candidates may be required to undergo pre-employment and/or random drug testing in accordance with applicable laws and company policies.