Service Manager

Overview

The Service Manager position is responsible for overseeing the repair and maintenance operations of all company-supported products and equipment.

• Provide direction and leadership to ensure professional technical services at profitable and quality standards.
• Communicate company objectives and policies, encouraging employee participation and personal growth.
• Hold Level 10 meetings with direct reports and ensure Traction Procedures are followed regarding L10 meetings.
• Observe service personnel in repair circumstances and provide coaching necessary to develop safe, clean, efficient, and high‑quality work.
• Oversee all clerical functions necessary to support the work order process (open/close, labor posting, sublet repairs, internal & external parts).
• Maintain working relations with the parts department and ensure proper procedures, records and reports concerning parts for service are in order.
• Assist in the preparation of service quotes as needed for Sales and/or PSSR’s proposals and cooperate with the sales department in evaluating used equipment for trade in.
• Assist in setting up equipment at shows, exhibits, demos, etc. as needed.
• Make recommendations for tools and equipment and other facility capital expenditures and ensure they are maintained and in good working order.
• Make recommendations regarding service vehicle and asset purchases and coordinate those purchases and ensure vehicles and assets are maintained and in good working order.
• Maintain working relationships with manufacturers.
• Work closely with the Technical Trainer to determine technician training needs and help coordinate the training on an ongoing basis.
• Ensure safety issues, safe operating procedures, OSHA and EPA compliance, and coordinate safety meetings/tool box topics on a regular basis.
• Develop markets for the service department’s current abilities and future revenue opportunities.
• Develop and maintain all service efficiency and management reports required by the company and OEMS.
• Work with HR to help recruit and hire service employees.
• Hold formal employee performance reviews yearly and conduct quarterly conversations.
• Conduct salary reviews annually for each service technician and perform special salary reviews based on employee performance when warranted.
• Set wage levels and technician grade evaluations for all service personnel.
• Directly involve with in‑field customer issue resolution.
• Maintain morale and discipline of the service personnel, including termination if necessary.
• Perform other duties as assigned by the Director of Service.

• Must share our Core Values:
  Do the Right Thing, Be Curious, Have Passion, and Be Innovative.
• 2‑year technical degree or equivalent college degree in management, business, or related experience.
• Extensive heavy construction equipment background preferred.
• Above average computer comfort level with Word, Excel, Access, PowerPoint, Outlook and distributor operating system.
• Valid driver’s license and ability to maintain an insurable driving record.
• Strong knowledge of business financial markets and application of resources to maintain an efficient service department.
• Excellent oral and written communication skills.
• Strong customer relations and interpersonal skills.
• High employee morale maintenance.
• Ability to achieve short‑ and long‑term objectives through good management and planning.
• Personable, highly motivated, problem‑solver, ethical, and adaptable to all forces around them.
• Efficient and effective manner of work.
• Contribution to departmental and product line goals.
• Positive mental attitude.

• Health (FSA, HSA with employer contributions)
• Dental
• Vision
• Life / AD&D / Critical Illness
• 401k + Company Match
• Paid Time Off Accrual
• Paid Holidays
• Prescription Safety Glass Reimbursement
• Safety Boot and Cold Weather Gear Reimbursement
• Employee Assistance Program
• Uniform/Clothing Allowance
• Employee Events
• Sponsor ships
• Additional Job‑Related Education and Trainings
• Short/Long Term Disability – Employer Paid

Occasional lifting, carrying, pushing, or pulling 100+ pounds, frequent 50+ pounds, continuous 20+ pounds. Frequent walking or standing. Requires handling while crouching, kneeling, crawling, climbing, stooping, lifting, carrying, pushing, pulling, twisting, bending, reaching, and handling. Repetitive wrist, hand, finger motions. Requires hearing and speaking. Consistently exposed to weather, fumes, and loud noise.