Service Manager - St. Louis, MO

CraneWorks•St. Louis, MO

1d•Hybrid

About The Position

The Service Manager provides leadership for all shop and field service operations. This position is responsible for employee leadership, customer satisfaction, operational performance, financial results, safety compliance, quality, and continuous improvement. The Service Manager partners with Operations, Parts, Sales, and Human Resources to develop employees, maximize technician productivity, deliver exceptional customer service, and achieve branch performance objectives.

Requirements

Five or more years of leadership experience in heavy equipment, crane, construction equipment, truck, diesel, or industrial service.
Strong knowledge of hydraulic, electrical, diesel, and mechanical systems.
Demonstrated leadership, coaching, and performance management experience.
Excellent customer service, communication, and organizational skills.
Proficiency with Microsoft Office and business management software.
Valid driver's license.

Nice To Haves

Associate's or Bachelor's degree in Business, Engineering, Diesel Technology, or related field is preferred.
Experience using Karmak, or other enterprise resource planning (ERP), service management, or dealership management systems is strongly preferred.
OEM certifications or crane industry experience.
Lean or Continuous Improvement experience.

Responsibilities

Lead, coach, develop, and evaluate service personnel.
Manage daily shop and field service operations, scheduling, and workflow.
Monitor technician productivity, efficiency, utilization, and labor recovery.
Ensure repair orders, estimates, billing, and warranty documentation are accurate and timely.
Maintain compliance with OSHA, DOT, EPA, ANSI, OEM, and Company safety requirements.
Conduct safety meetings, incident reviews, and corrective actions as necessary.
Partner with HR regarding recruiting, onboarding, performance management, and employee relations.
Develop customer relationships and resolve escalated service concerns.
Monitor departmental budget, revenue, gross profit, and cost controls.
Utilize ERP systems, Microsoft 365, and reporting dashboards to monitor KPIs.
Drive continuous improvement initiatives and operational excellence.
Perform other duties as assigned.