Service Manager

QXO•Dallas, TX

4h•Hybrid

About The Position

The Service Manager is responsible for leading QXO rental department service operations to deliver exceptional customer service, technician performance, equipment reliability, and operational efficiency. This role oversees service technicians, parts personnel, maintenance programs, warranty administration, inventory, and customer support. The ideal candidate is a hands-on leader who can build a skilled service team, maintain a safe work environment, and drive high-quality repair and maintenance services for customer-owned and company-owned equipment.

Requirements

Strong leadership, coaching, and employee development skills
Excellent communication, customer service, and relationship management abilities
Ability to manage multiple priorities and deadlines in a fast-paced service environment
Problem-solving skills and sound decision-making abilities
Extensive knowledge of equipment maintenance, repair operations, and preventative maintenance programs
Experience managing service technicians, parts personnel, and technical service teams
Knowledge of warranty administration, parts inventory management, and service operations
Familiarity with ERP systems, service management software, inventory systems, and Microsoft Office Suite
Basic financial, budgeting, forecasting, or operational performance management knowledge
High School Diploma or GED required
Minimum of 5-7 years of experience managing service personnel in equipment rental, construction equipment, heavy equipment, or related industries
Valid driver’s license
Ability to sit, stand, walk, bend, and perform physical tasks as needed
Ability to occasionally lift parts, tools, and equipment components up to 50 lbs

Nice To Haves

technical training, certifications, or advanced industry education preferred

Responsibilities

Oversee day-to-day service center operations, including scheduling, workflow coordination, and service delivery
Manage service technicians, parts personnel, and support staff to ensure efficient workflow and customer satisfaction
Coordinate and assign repair work based on technician skill level, workload, customer needs, and equipment priorities
Monitor service department productivity, repair quality, efficiency, profitability, and equipment downtime
Develop and implement processes that improve service delivery, operational performance, and customer experience
Ensure repair and maintenance activities meet company standards, manufacturer specifications, and customer expectations
Lead, coach, train, and support team members to achieve service, safety, and operational goals
Assist with recruiting, onboarding, scheduling, performance management, and employee development
Foster a positive, accountable, safety-focused, and team-oriented work environment
Serve as a point of contact for customers, providing repair recommendations, estimates, and completion timelines
Resolve customer concerns, service issues, back charges, and escalated complaints in a timely and professional manner
Partner with sales and branch leadership to support customer relationships, project requirements, and business growth
Develop and manage preventative maintenance programs for company-owned equipment, rental fleet, and production equipment
Oversee warranty administration and ensure warranty claims are processed accurately and timely
Evaluate equipment performance and recommend replacement, upgrades, or additional equipment purchases as needed
Manage parts inventory to support service operations while controlling inventory costs and minimizing downtime
Review and approve vendor invoices and parts purchases as required
Maintain accurate records in inventory, warranty, ERP, and service management systems
Support tracking of expenses, labor utilization, revenue, forecasts, and operational performance metrics
Identify opportunities to improve profitability, cost efficiency, and department performance
Promote and enforce all safety policies, OSHA requirements, PPE standards, and regulatory requirements
Maintain a clean, organized, safe, and compliant shop, yard, and service environment
Perform additional duties and projects as assigned