Service Manager

The Blue Collar Recruiter of Marietta•Springdale, AR

8h•Hybrid

About The Position

To lead and manage the service department for a heavy equipment company, ensuring technicians are performing at a high level, customers are receiving timely and quality service, and the branch is meeting its revenue and profitability goals for the service division.

Requirements

High school diploma or equivalent required
Minimum 5 years of experience in the material handling or related industrial equipment industry
Minimum 2 years in a supervisory or management role within a service environment
In-depth knowledge of material handling equipment including forklifts, aerial lifts, and related equipment
Working knowledge of EquipSoft or similar dealer management software preferred
Microsoft Office Suite (Excel, Word, Outlook)
Understanding of warranty processes and manufacturer service requirements
Strong leadership and team management skills
Excellent customer communication and conflict resolution skills
Ability to read and interpret work orders, service manuals, and technical documentation
Strong organizational and time management skills
Effective written and verbal communication
Ability to manage multiple priorities in a fast-paced, deadline-driven environment
Ability to communicate effectively with both technical staff and customers
Ability to analyze department performance data and implement corrective action
Ability to work independently and make sound decisions

Nice To Haves

Associate or bachelor's degree in business, operations, or related field preferred

Responsibilities

Oversee daily operations of the service department including shop and field technicians
Schedule, dispatch, and prioritize work orders to maximize technician productivity and customer satisfaction
Review and approve work orders for accuracy, proper labor allocation, and parts charges
Monitor and manage service department KPIs including billable hours, comeback rate, and cycle time
Conduct regular performance reviews and provide ongoing coaching and development for technicians
Recruit, onboard, and train new service staff
Serve as the primary point of escalation for customer service concerns and resolve issues in a timely, professional manner
Collaborate with the sales team to support service-related sales opportunities and fleet maintenance agreements
Work closely with the parts department to ensure parts availability supports service workflow
Develop and submit service department reports including revenue, labor efficiency, and outstanding work orders
Ensure all technicians remain current on required manufacturer certifications and safety training
Maintain compliance with all company safety policies and OSHA requirements
Manage shop equipment and service vehicles to ensure proper maintenance and functionality
Forecast service department staffing needs and assist in budget planning
Support key account managers with quoting and estimating repair work as needed