Service Manager - Hampton, NJ

Job Title: Service Manager

Reports to: General Manager

Location: Hampton, NJ

Department: Service

FLSA Status: Exempt

Crane Works is an award‑winning global provider of lifting solutions. Our commitment to customer service is unparalleled and we consistently strive to earn our customers’ loyalty and trust. Our fundamental values are safety, quality, integrity, reliability, and teamwork and our commitment to these values help steer our business operations. We are proud to be an Equal Employment Opportunity employer.

This position is responsible for overseeing the daily operations of our service shop. The Service Manager will be responsible for leading the service team, ensuring efficient and high‑quality repairs and services, managing customer relationships, and maintaining a safe, organized, and productive shop environment. This role requires strong leadership, technical knowledge, and a commitment to delivering excellent customer service.

• Manage and supervise a team of field and shop technicians to ensure efficient and high‑quality service delivery.
• Assign work tasks, prioritize repair and service orders, and ensure all jobs are completed on time and to customer specifications.
• Provide technical guidance, mentorship, and training to team members to enhance their skills and improve performance.
• Monitor employee performance and provide feedback, coaching, and development opportunities.
• Ensure customer satisfaction by maintaining clear and professional communication with clients regarding their service requests, updates, and completion times.
• Address customer concerns or complaints and resolve issues promptly and effectively, ensuring a positive experience.
• Review and approve service quotes, estimates, and billing details for customers.
• Oversee the daily operations of the service shop, ensuring equipment, tools, and supplies are properly maintained and available.
• Ensure all service orders are tracked, recorded, and completed in a timely manner.
• Monitor workflow, manage inventory levels, and coordinate with suppliers to ensure parts and materials are readily available.
• Implement and enforce shop safety protocols to ensure a safe working environment for all employees.
• Ensure that all repairs, services, and maintenance work meet company standards and adhere to regulatory and safety guidelines.
• Conduct regular inspections and quality control checks to guarantee work is done correctly the first time.
• Keep the shop and work areas clean, organized, and compliant with health and safety regulations.
• Track key performance metrics (e.g., service turnaround time, customer satisfaction, revenue targets) and report on performance regularly.
• Analyze trends and operational data to identify areas for improvement and implement corrective actions where needed.
• Prepare and submit regular reports to senior management regarding shop operations, team performance, and customer feedback.
• Help manage the shop’s budget, ensuring cost control while maintaining high service quality.
• Oversee billing and invoicing processes, ensuring accurate and timely invoicing for services provided.
• Other duties as assigned.

• Proven experience in a management or supervisory role in a service‑related industry (e.g., lifting equipment, heavy automotive, hydraulic repair, etc.).
• Strong technical knowledge in the relevant field of service (e.g., mechanical, electrical, or automotive systems).
• Excellent leadership and team management skills.
• Exceptional customer service skills with the ability to manage client expectations and resolve issues.
• Strong organizational skills and the ability to manage multiple tasks in a fast‑paced environment.
• Ability to analyze data and make informed decisions to improve shop operations.
• High school diploma or equivalent required; relevant technical certifications or a degree in a related field preferred.

• Leadership & Team Management
• Technical Troubleshooting & Repair
• Customer Relationship Management
• Shop Operations & Workflow Management
• Safety & Compliance
• Budgeting & Financial Management
• Strong Communication & Problem‑Solving Skills

• Health insurance
• Paid time off
• Dental insurance
• 4…