In-house Service Manager
About The Position
The In-house Service Manager will lead the In-house Service team and act as the central technical support hub between dealers, field service, and internal departments. This role is responsible for managing dealer technical cases, ensuring timely and accurate issue resolution, and generating technical reports based on field issues and dealer feedback. The position also oversees the service training center operations and supports the development and delivery of dealer technician training programs. The ideal candidate will possess strong mechanical expertise, leadership capability, and the ability to manage technical operations in a fast-paced dealer support environment.
Requirements
- High School Diploma or equivalent (relevant experience may substitute for education)
- Minimum 5 years of experience in diesel, heavy equipment, or tractor repair
- Previous experience as a service technician required
- Strong mechanical aptitude and troubleshooting skills
- Ability to read and interpret technical service materials
- Strong verbal and written communication skills
- Ability to manage multiple priorities in a fast-paced environment
- Strong problem-solving and analytical skills
- Proficiency with Microsoft Office (Excel, Word, PowerPoint)
- Ability to communicate effectively with dealers and internal teams
Nice To Haves
- Service management experience preferred
- Experience supporting dealer networks or OEM service operations
- Prior leadership or supervisory experience
- Understanding of warranty claim processes
- Experience in technical training or instruction
- Strong presentation and reporting skills
Responsibilities
- Manage and prioritize dealer technical inquiries from dealer portal, phone, and email
- Provide troubleshooting guidance and repair direction to dealer technicians
- Monitor case progress, ensure timely responses, and maintain case quality
- Escalate critical or complex issues to Field Service, QA, or Engineering teams
- Identify recurring technical issues and recommend corrective actions
- Develop and maintain technical reports including: Failure analysis reports, Recurring issue / trend analysis, Dealer feedback summaries
- Share key findings with internal teams and headquarters
- Utilize data to support continuous improvement in product quality and service processes
- Manage and supervise In-house Service team members (2 consultants)
- Assign daily workload and monitor task completion
- Track team performance, attendance, and productivity
- Provide coaching, mentoring, and technical guidance
- Oversee the service training center, tools, and training equipment
- Coordinate and support dealer technician training programs
- Assist in the development of training materials and technical publications
- Support hands-on training sessions and classroom instruction as needed
- Support Field Service Managers with technical case consultation and issue resolution
- Collaborate with Warranty, Parts, QA, and Engineering teams
- Participate in weekly service meetings and provide status reports
Benefits
- Competitive Base Pay and Bonus Pay
- Health Insurance – coverage starts on day one, employee coverage paid 100% by LS Tractor, dependent coverage premium 50% paid by LS Tractor
- Short-term Disability (after 90 days)
- Long Term Disability (after 90 days)
- Basic Life Insurance (after 90 days)
- Dental (optional coverage after 90 days)
- Vision (optional coverage after 90 days)
- Accident Insurance (optional coverage after 90 days)
- Optional Life Insurance (optional coverage after 90 days)
- Cancer Insurance (optional coverage after 90 days)
- Paid Vacation and Personal Days
- 11 Paid Holidays
- 401k with Company match after 1 year
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
