Service Manager

Service Manager

Position Summary

The Service Manager is responsible for overseeing the daily operations of the service department, ensuring efficient workflow, high-quality repairs, exceptional customer service, and achievement of departmental profitability goals. This role manages technicians, service advisors, warranty processes, and shop operations while maintaining a safe and productive work environment.

Key Responsibilities

Service Department Management

• Oversee daily service operations and shop workflow.
• Schedule and assign repair work to technicians based on skill level and workload.
• Monitor repair progress to ensure timely completion and customer satisfaction.
• Establish and maintain departmental goals for productivity, efficiency, and profitability.
• Ensure all repairs are performed according to manufacturer specifications and company standards.

Team Leadership

• Hire, train, coach, and evaluate service technicians and support staff.
• Conduct regular team meetings to communicate goals, policies, and performance expectations.
• Promote a positive, safety-focused work environment.
• Address employee performance issues and provide ongoing development opportunities.

Customer Service

• Serve as the primary point of contact for escalated customer concerns.
• Ensure accurate estimates, repair orders, and service documentation.
• Maintain strong customer relationships through professional communication and follow-up.
• Monitor customer satisfaction and implement improvements as needed.

Financial Management

• Track departmental revenue, labor efficiency, and profitability metrics.
• Review repair orders for accuracy, pricing, and labor recovery.
• Manage warranty claims and reimbursement processes.
• Control departmental expenses and maintain budget objectives.

Parts and Inventory Coordination

• Work closely with the parts department to ensure timely parts availability.
• Monitor inventory levels and minimize service delays.
• Coordinate warranty and return parts procedures.

Safety and Compliance

• Enforce OSHA safety regulations and company safety policies.
• Maintain a clean, organized, and efficient service facility.
• Ensure compliance with environmental regulations and manufacturer requirements.

Qualifications

Required

• High school diploma or GED.
• 3 years of service management, shop management, or lead technician experience.
• Strong leadership and team management skills.
• Excellent customer service and communication abilities.
• Proficiency with service management software and Microsoft Office.
• Valid driver's license.

Preferred

• Experience in small engines, agricultural equipment, construction equipment, lawn and garden equipment, powersports, or diesel repair.
• Knowledge of manufacturer warranty procedures.
• Technical background in engine diagnostics and repair.
• Associate degree or technical certification in a related field.

Skills and Competencies

• Leadership and employee development
• Shop scheduling and workflow management
• Customer conflict resolution
• Budgeting and financial analysis
• Mechanical knowledge and troubleshooting
• Time management and organizational skills
• Inventory and warranty administration
• Safety compliance and risk management

Physical Requirements

• Ability to work in a shop environment with exposure to noise, dust, and equipment.
• Ability to stand, walk, and move throughout the facility for extended periods.
• Occasionally lift up to 50 pounds.
• Ability to inspect equipment and work areas.

Compensation and Benefits

• Competitive salary based on experience.
• Performance-based bonus opportunities.
• Health, dental, and vision insurance.
• Paid time off and holidays.
• Retirement savings plan.
• Ongoing training and professional development opportunities.

Reports To: General Manager / Operations Manager
Supervises: Service Technicians, Service Writers, Shop Assistants, and Service Department Staff

Job Type: Full-Time

Equipment Sales and Service