Service Department Manager

Leitner-Poma of America•Grand Junction, CO

6d•Onsite

About The Position

Leitner-Poma of America is hiring a Service Department Manager in Grand Junction, Colorado. This salaried, full-time role leads the Service and Spare Parts teams, oversees customer service and technical operations for ski lifts and aerial ropeway systems, and drives department growth. The manager will maintain high standards for safety, service quality, customer satisfaction, and financial responsibility while developing staff, processes, training, and technology-enabled service capabilities. The position also leads development of a sustainable full-time service capability in Western Canada, coordinated through the Kelowna office. This includes building regional relationships and designing an effective staffing, certification, tools, parts, scheduling, escalation, and customer-coverage model in coordination with Canadian leadership and local stakeholders.

Requirements

Bachelor’s degree in Engineering, Mechanical Technology, Business, Operations, or a related field; equivalent directly relevant industry experience may be considered.
At least 7 years of progressively responsible service operations, field service, maintenance, or technical support experience.
Demonstrated people-management responsibility.
Demonstrated technical knowledge of ski lift, aerial ropeway, or comparable complex mechanical and electrical systems.
Experience managing customer escalations and maintaining effective relationships during high-pressure service situations.
Working knowledge of industry safety and compliance requirements, including work at heights and around heavy machinery.
Authorized to work in the United States of America.
Proficiency in English and ability to work effectively across U.S. and Canadian operations.

Nice To Haves

Extensive ski lift or aerial ropeway industry experience and an established reputation with customers and industry stakeholders.
Engineering, mechanical, electrical, millwright, project management, or other relevant professional certification or advanced education.
Experience developing regional field-service operations, particularly in Western Canada.
Knowledge of Canadian trade certification and workforce requirements, including regional millwright qualifications.
Experience with Salesforce, field-service management systems, predictive maintenance, technical knowledge bases, or AI-enabled service tools.
Experience developing customer training, internal technical education, training facilities, or mobile training capabilities.
Safety certification for working at heights and handling heavy machinery, plus First Aid/CPR/AED certification.

Responsibilities

Lead and manage the Service and Spare Parts teams, setting objectives, accountability, and performance standards.
Evaluate and implement an effective department structure while developing, coaching, recruiting, and retaining staff.
Build team depth, succession capability, and processes for sharing customer knowledge, technical expertise, and industry relationships.
Serve as a trusted customer contact and escalation point, balancing customer needs with safety, technical requirements, contractual commitments, and financial responsibility.
Maintain relationships with customers, industry partners, and trade professionals through responsive communication and follow-through.
Ensure timely proposals, service updates, issue resolution, and validation of completed work.
Provide oversight of maintenance, repair, troubleshooting, inspections, and preventative maintenance for ski lifts and aerial ropeway systems.
Coordinate qualified rapid-response teams for urgent service calls and provide 24/7 emergency coverage as needed.
Ensure work complies with applicable standards, regulations, company policies, and customer commitments.
Develop repeatable service processes, documentation, and knowledge-sharing practices.
Create and lead internal, customer, and broader industry training strategies; develop onboarding, cross-training, certification planning, and continuing education.
Evaluate training capabilities in Grand Junction and Tooele, including potential mobile training labs.
Support development of qualified tradespeople, including certified millwright capabilities where required in Canada.
Expand use of Salesforce or successor systems and identify digital and AI-enabled tools for manuals, predictive maintenance, parts notifications, and technical knowledge access.
Use data and reporting to monitor service demand, response performance, recurring issues, parts needs, customer satisfaction, and improvement opportunities.
Grow proactive spare parts and service sales by anticipating customer needs and coordinating follow-up with Sales and other departments.
Manage contractual terms, pricing support, proposals, budgets, resource planning, and cost controls.
Prepare and present reports on service activities, department performance, customer needs, growth initiatives, risks, and improvement plans.
Lead development of a full-time Western Canada service capability coordinated through the Kelowna office.
Build relationships in Alberta and other Western Canadian markets and develop the regional staffing, certification, tools, parts, scheduling, escalation, and customer-coverage model.
Promote safety through training, audits, field visibility, incident follow-up, and continuous improvement.
Ensure service personnel are trained, qualified, equipped, and certified for assigned work, including work at heights and around heavy machinery.
Support industry education and workforce development efforts.
Perform other duties as assigned.