Service Manager - Bobcat of Frederick

McGrew Equipment Company • Frederick, MD

13d • $85,000 - $95,000

About The Position

Crownstone Equipment is seeking a service-oriented, results-driven Service Manager to lead its service department and oversee daily operations. The role directs service technicians, manages department workflow, addresses performance concerns, and ensures equipment repairs are completed safely, accurately, and efficiently. The Service Manager works closely with the Branch Manager, Service Writer when applicable, technicians, and Parts Department to maintain service quality, develop employees, and support dealership success.

The Service Manager oversees Shop and Field Service operations, personnel, and department performance in accordance with company standards. The role establishes workload priorities, monitors productivity and repair quality, coordinates customer commitments and repair schedules, and supports staffing, employee development, customer satisfaction, and service department goals in partnership with the Branch Manager.

Requirements

• Three or more years of experience in heavy equipment, construction equipment, agricultural equipment, automotive service, or a related technical service environment.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to prioritize competing demands, make sound operational decisions, and manage service department workflow.
• Ability to provide constructive feedback, document performance concerns, and hold employees accountable to established expectations.
• Familiarity with service department operations, repair estimates, work orders, parts coordination, labor tracking, and invoicing processes.
• Working knowledge of computers and Microsoft Office, and ability to learn company-specific service management systems.
• High school diploma or equivalent.

Nice To Haves

• Prior leadership, supervisory, or team management experience, with demonstrated ability to direct work and address employee performance.
• An associate degree, technical education, or relevant industry training.
• Previous experience supervising service technicians or leading a dealership service department.
• Experience with Shop and Field Service operations in a heavy equipment or construction equipment dealership.
• Familiarity with service management software such as CDK.
• Experience monitoring technician productivity, labor efficiency, work order aging, and department profitability.
• OEM product training or certifications, such as Bobcat University or applicable manufacturer training.
• Familiarity with warranty administration, workplace safety requirements, and service quality standards.

Responsibilities

• Directly supervise service technicians and set expectations for productivity, work quality, attendance, safety, and compliance with company procedures.
• Respond to incoming service customer calls and visits courteously and professionally.
• Create, maintain, and update Shop and Field Service work orders in accordance with company policies and procedures.
• Assign and prioritize technician workloads based on repair requirements, technician capabilities, customer commitments, parts availability, and department needs.
• Provide customers with timely updates about repair status, additional repair needs, delays, and completed work.
• Oversee daily Shop and Field Service operations to ensure efficient repairs and fulfillment of customer commitments.
• Manage service scheduling and department workflow with the Service Writer when applicable, adjusting priorities and resources as needed.
• Monitor technician productivity, labor efficiency, repair turnaround times, open work orders, and other department performance measures.
• Review service department performance and identify ways to improve efficiency, service quality, customer satisfaction, and profitability.
• Coach and guide technicians, address performance gaps, reinforce expectations, and support employee development.
• Address and document technician performance, attendance, conduct, and work quality concerns, involving the Branch Manager and Human Resources as appropriate.
• Review concerns raised by the Service Writer and determine appropriate follow-up.
• Conduct employee check-ins and contribute to performance evaluations, training plans, and development opportunities.
• Support technician onboarding, training, and manufacturer-specific technical development.
• Monitor completed repair quality and address recurring issues, rework, incomplete repairs, and failures to follow service procedures.
• Oversee accurate and timely work order completion, including labor and parts entries, technician time posting, repair documentation, and invoicing readiness.
• Review repair estimates, pricing exceptions, additional repair requests, and warranty matters within assigned authority and approval procedures.
• Assist with escalated customer concerns, complex repair issues, and service-related disputes, coordinating with the Service Writer when applicable and the Branch Manager.
• Coordinate with the Parts Department on parts availability, ordering delays, and other issues affecting productivity or repair completion.
• Work with the Branch Manager to identify staffing needs, allocate resources, address operational challenges, and support branch objectives.
• Promote compliance with company policies, safety requirements, equipment handling procedures, and workplace standards.
• Communicate department performance, staffing needs, recurring operational issues, and significant employee concerns to the Branch Manager.
• Maintain effective working relationships with customers, technicians, the Service Writer, Parts Department personnel, and other dealership team members.
• Support continuous improvement initiatives and consistent application of service department procedures.
• Assist the Service Writer with service coordination and customer communication when necessary.
• Perform other duties as assigned.

Benefits

• Opportunities for career advancement
• Comprehensive medical benefits for full-time employees
• Dental, vision, life, and disability insurance for full-time employees
• 401(k) retirement plan with company match
• Paid holidays for full-time employees
• Paid time off for full-time and part-time employees
• Employee Assistance Program (EAP)
• Exclusive employee discounts and access to a year-round employee merchandise store
• Supportive, team-oriented workplace culture

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED