Service Manager

Job Summary

The Service Manager is responsible for overseeing all aspects of the service department for agricultural, construction, and outdoor power equipment. This role ensures efficient shop and field service operations, high levels of customer satisfaction, technician productivity, safety compliance, and department profitability. The Service Manager leads technicians and service advisors while coordinating parts, warranty, and equipment manufacturers to deliver reliable, timely service.

---

Key Responsibilities

Service Department Leadership

· Lead, train, and develop service technicians, shop foremen, and service advisors

· Assign and schedule technicians for shop and field service calls to optimize productivity

· Conduct performance reviews and identify training needs, including OEM certifications

· Enforce safety standards, shop cleanliness, and proper use of tools and equipment

Operations & Workflow Management

· Oversee daily service operations for ag, construction, and OPE equipment

· Manage work order flow from intake to completion, ensuring clear documentation

· Balance shop work, field service, seasonal demand, and emergency repairs

· Monitor key performance indicators such as labor efficiency, turnaround time, and billable hours

· Coordinate closely with Parts and Sales departments to minimize downtime

Customer & Dealer Relations

· Serve as primary escalation point for service-related customer issues

· Communicate repair status, timelines, and cost estimates clearly to customers

· Build long-term relationships with customers, fleets, and contractors

· Support service contract, PM program, and customer retention initiatives

Warranty, OEM & Technical Oversight

· Oversee warranty claims submission and ensure compliance with OEM guidelines

· Maintain strong working relationships with equipment manufacturers

· Stay current on OEM service bulletins, recalls, and technical updates

· Ensure technicians follow proper diagnostic and repair procedures

Financial & Administrative Management

· Manage service department budget, labor recovery, and expenses

· Review and approve repair orders, quotes, and invoicing

· Analyze service profitability and recommend improvements

· Control overtime, subcontracted labor, and rework costs

Safety & Compliance

· Ensure compliance with OSHA, EPA, DOT, and environmental regulations

· Enforce proper handling and disposal of oils, fuels, batteries, and chemicals

· Conduct regular safety meetings and incident reviews

---

Qualifications

Required

· 5 years of experience in service operations within agricultural, construction, or OPE environments

· Previous supervisory or management experience

· Strong mechanical aptitude and understanding of diesel, hydraulic, and electrical systems

· Ability to manage multiple priorities in a fast-paced, seasonal business

· Proficiency with dealership management systems (DMS) and Microsoft Office

· Valid driver’s license

Preferred

· OEM certifications or factory training (e.g., ag or construction brands)

· Associate or bachelor’s degree in business, management, or a technical field

· Experience managing field service operations and mobile technicians

---

Key Competencies

· Customer-focused leadership style

· Strong organizational and scheduling skills

· Data-driven decision making and financial awareness

· Clear communication with technicians, customers, and vendors

· Problem-solving under pressure, especially during peak seasons

---

Working Conditions

· Combination of office, shop, and field environments

· Exposure to heavy equipment, machinery, and outdoor conditions

· Extended hours during planting, harvesting, construction peaks, or storm-related events

---

Pay: $75,000.00 - $90,000.00 per year

Work Location: In person