Service Manager

Martin Equipment • Rock Island, IL

9d • $1 - $2 • Onsite

About The Position

The Service Manager leads the daily operations of the Service Department, ensuring exceptional customer support, efficient repair and maintenance activities, technician productivity, and departmental profitability. The role oversees service personnel, workflow, customer satisfaction, warranty administration, safety compliance, and operational performance, ensuring equipment repairs are completed safely, accurately, and on time. The Service Manager works with customers, technicians, manufacturers, and dealership leadership to maximize customer uptime and support dealership success.

The position manages shop and field service operations; oversees equipment repair and maintenance; schedules technician workloads; monitors repair orders, labor utilization, recovery rates, and performance metrics; and ensures accurate service records, estimates, warranty documentation, and invoicing. It also leads and develops employees, maintains safety and regulatory compliance, supports budgeting and planning, and coordinates with Parts, Sales, manufacturers, vendors, and other dealership teams.

Work is performed in office and service shop environments, with regular exposure to shop conditions such as noise, vibration, dirt, dust, grease, and moving mechanical equipment. Occasional exposure to petroleum products, lubricants, solvents, paints, fumes, and outdoor weather conditions is noted. Local travel may be required.

Requirements

• High school diploma, GED, or equivalent.
• Seven or more years of experience performing repairs, maintenance, or service management functions involving agricultural, construction, heavy, diesel, or related equipment.
• Valid driver's license and an acceptable driving record in accordance with company policy.
• Strong knowledge of equipment maintenance, repair processes, diagnostics, and service operations.
• Understanding of equipment utilization, safety requirements, and manufacturer service standards.
• Proficiency with dealership business systems, service software, and Microsoft Office applications.
• Ability to interpret technical manuals, service bulletins, schematics, and warranty documentation.
• Strong organizational, problem-solving, and decision-making abilities.
• Ability to analyze operational metrics and implement corrective actions when necessary.
• Excellent written and verbal communication skills.
• Ability to stand, walk, sit, bend, stoop, kneel, crouch, climb, and reach throughout the workday.
• Ability to lift and carry up to 50 pounds.
• Manual dexterity to operate computers, office equipment, tools, and service-related technology.
• Adequate vision and hearing to inspect equipment, review technical information, and communicate in person and by telephone.
• Ability to work independently and as part of a team, and to travel locally as required.
• Follow company, dealership, and manufacturer safety policies; wear required PPE in service, shop, or equipment operating areas; report hazards and participate in required safety meetings and training.

Nice To Haves

• Associate degree in Diesel Technology, Agricultural Equipment Technology, Construction Equipment Technology, Business Management, or a related field.
• Bachelor's degree in Business Administration, Management, Operations, or a related field.
• Previous leadership, supervisory, or service management experience.
• Experience managing technician workflow, service operations, and customer support activities.
• Experience with warranty administration, budgeting, and performance management.
• Commercial Driver's License (CDL).

Responsibilities

• Ensure customer equipment repairs and maintenance are completed accurately, efficiently, and on schedule.
• Build customer relationships, resolve concerns, monitor satisfaction, and improve the customer experience.
• Collaborate with Sales, Parts, and Service teams to provide complete customer support and minimize equipment downtime.
• Manage shop and field Service Department activities and oversee repairs and maintenance of customer-owned, company-owned, and rental equipment.
• Schedule and assign technician workloads to support efficiency, productivity, and service quality.
• Monitor repair order progress, labor utilization, recovery rates, and departmental performance metrics.
• Ensure accurate repair orders, service records, estimates, warranty documentation, and invoicing.
• Oversee equipment inspection and preparation before customer delivery or rental release.
• Manage service capacity planning and resource allocation, and coordinate parts availability and repair scheduling.
• Maintain knowledge of equipment technology, service procedures, and manufacturer programs; identify and implement process improvements.
• Oversee maintenance and repair scheduling for company-owned vehicles and transportation equipment.
• Coach, mentor, develop, and manage the performance of Service Department employees; establish expectations and accountability.
• Conduct training, development, and performance reviews; support recruitment, onboarding, retention, and succession planning.
• Identify skill gaps, coordinate training, promote continuous improvement, and foster effective communication across the department.
• Ensure compliance with company, dealership, manufacturer, environmental, and regulatory requirements.
• Maintain a safe, clean, and organized service environment; enforce safety procedures and required PPE use.
• Conduct and support safety meetings, training, and compliance initiatives; address potential safety concerns.
• Ensure company vehicles, trailers, tools, and equipment meet applicable safety and operational standards.
• Investigate and promptly report accidents, incidents, and unsafe conditions.
• Maintain relationships with equipment manufacturers and vendors and stay informed about product updates, service requirements, and technical support.
• Support warranty administration and ensure manufacturer requirements are met for warranty processing.
• Assist with budgeting, departmental planning, and strategic initiatives; participate in dealership meetings, training, and leadership activities.
• Perform other duties and responsibilities as assigned.

Benefits

• 100% company-paid health insurance premiums for employees and their families.
• 401(k) retirement plan.
• Paid vacation.
• Paid holidays.
• $40,000 company-paid life insurance and Accidental Death & Dismemberment (AD&D) coverage.
• Flexible Spending Account (FSA) option.
• Optional employee-paid dental, vision, disability, and voluntary life insurance coverage.

What This Job Offers

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