Service Department Manager

JAMES RIVER EQUIPMENT GROUP-posted 2 days ago

Full-time • Manager

Onsite • Charlotte, NC

251-500 employees

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The Service Manager oversees the daily operations of the service department to ensure exceptional customer satisfaction, profitable labor sales, and efficient workflow. This role is responsible for developing departmental goals, managing personnel, maintaining equipment and facilities, and implementing best practices across service operations. The Service Manager plays a critical leadership role in driving performance, safety, and continuous improvement within the department.

Develop and maintain effective service department processes to ensure internal and external customer satisfaction
Lead implementation of best practices and common processes across all service locations
Coordinate customer clinics, field days, and promotional events
Identify and develop new customer relationships and business opportunities
Negotiate equitable service policy settlements
Create and manage annual service department goals and budgets aligned with organizational objectives
Develop and execute a service department marketing plan; monitor monthly to ensure revenue growth
Recruit, hire, develop, and retain key personnel
Maintain a current internal depth chart and individual development plans
Provide coaching, performance feedback, and employee development
Promote a culture of safety and provide safety training
Submit all service warranty and Product Improvement Program claims within required timeframes to maximize credit
Analyze service rework and implement corrective actions
Ensure maintenance of service facilities, yard areas, mobile equipment, service vehicles, shop equipment, and tooling

Strong leadership and team-building capabilities
Excellent coaching, negotiation, and conflict resolution skills
Ability to read internal reports and understand financial principles related to service operations
Effective communicator with both customers and technicians
Knowledge of supervision principles and personnel administration
Strong organizational and analytical skills
Ability to identify and implement process improvements
Positive attitude and commitment to safety practices
Ability to lift up to 50 pounds unassisted
Must be able to maneuver on/under heavy equipment and navigate construction/agricultural sites with uneven terrain
Frequent visits to the service shop with exposure to dirt, grease, fumes, noise, and other hazards
Must follow strict safety procedures and wear appropriate PPE
Ability to operate a motor vehicle during day and night
High school diploma or GED equivalent
Minimum 3–5 years in a heavy equipment service department in a leadership role
Supervisory or management experience required, with operations or management of a dealership service department being strongly preferred
In-depth knowledge of heavy equipment technology
Strong verbal and written communication skills
Proficiency in Microsoft Office and internal reporting tools

Enrollment in Deere Service Management Certified Program preferred

Extended health, dental, and vision insurance (day one of employment)
Health savings account options
Flexible spending account options
Disability and life insurance
401k with employer match and profit share (after 90 days of employment)
Annual tools and PPE allowance
Paid time off and paid holidays
Employee recognition rewards program
Opportunities to attend a yearly cruise for top performers
Opportunities for leadership and professional growth
Quarterly group outings, company events, and employee recognition programs

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