Service Manager

G.W. Van Keppel Company•Oklahoma City, OK

16d•Onsite

About The Position

The Service Manager leads all service department operations to ensure exceptional customer satisfaction, employee development, operational efficiency, profitability, and compliance with company policies and safety standards. As the department’s primary leader, this role coordinates with branch leadership, executive management, customers, and employees to achieve business objectives and key performance indicators (KPIs), while promoting a safe, professional, productive work environment and the company’s commitment to exceeding customer expectations. The position oversees service department employees, customer relationships, financial and operational performance, facilities, equipment, inventory, and safety compliance. Duties include leading and developing employees; resolving escalated customer concerns; monitoring department KPIs, expenses, accounts receivable, and work-in-process records; identifying business opportunities; maintaining company property; conducting safety inspections and meetings; and communicating with company leaders, customers, and employees. Other duties may be assigned by ownership or executive management. The role is based in Oklahoma City, Oklahoma, and operates in a combination of office, shop, and outdoor environments. It is designated as safety-sensitive. Exposure to moving mechanical equipment, loud noise, weather, dust, and other industrial worksite hazards may occur; personal protective equipment must be worn when required. The position requires a high school diploma or equivalent and relevant service management and leadership experience. An associate’s or bachelor’s degree in a related field is preferred.

Requirements

High school diploma or equivalent.
Experience in heavy equipment, construction equipment, agricultural equipment, or industrial service management.
Demonstrated leadership or supervisory experience in a service-related environment.
Strong customer service and relationship management skills.
Experience managing employee performance and departmental operations.
Knowledge of business operations, financial accountability, and performance metrics.
Ability to communicate effectively with employees, customers, and leadership.
Valid driver's license and acceptable driving record.
Ability to work in a safety-sensitive environment.

Nice To Haves

Associate’s or bachelor’s degree in Business, Management, Technical Service, or a related field.
Experience managing service department KPIs, profitability, and workforce planning.
Previous experience with budgeting, accounts receivable management, and operational reporting.
Leadership and employee development skills.
Strategic planning and execution skills.
Financial and business acumen.
Conflict resolution and problem-solving skills.
Organizational and time management skills.
Written and verbal communication skills.
Decision-making and accountability.
Collaboration and teamwork.
Adaptability and a continuous improvement mindset.
Safety awareness and compliance focus.

Responsibilities

Lead, mentor, motivate, and manage service department employees; conduct employee evaluations at least twice annually.
Maintain employee morale and promote teamwork and accountability; identify development opportunities and address performance concerns.
Complete required personnel action documentation for new hires and employee changes.
Foster communication and collaboration among departments.
Maintain customer satisfaction through regular communication and follow-up; serve as the final escalation point for service-related customer concerns.
Anticipate and respond promptly and professionally to customer issues, build customer relationships, and identify future service opportunities.
Collaborate across departments to provide customer support.
Develop, monitor, and manage departmental KPIs with branch and executive leadership.
Manage departmental expenses and approve credit card purchases; protect company financial interests through effective business practices.
Manage accounts receivable with credit and collections personnel, monitor slow-paying, COD, and no-sale accounts, and support timely collection of outstanding balances.
Maintain work-in-process records and ensure jobs are costed within seven days of the last posted labor entry.
Identify and develop new customer accounts and business opportunities.
Maintain company facilities, service vehicles, tools, and equipment; keep company property organized, clean, and well-maintained.
Manage assigned parts and equipment inventories and promote operational excellence.
Maintain workplace safety standards, conduct facility inspections, lead monthly safety meetings, and reinforce safe work practices.
Ensure employees operate safely and comply with company policies, procedures, safety requirements, and documentation requirements; support the goal of a 100% accident-free workplace.
Participate in required company and branch meetings and communicate effectively with executive leadership, branch management, customers, and employees.
Promote respectful, honest, and professional interactions; support organizational initiatives and continuous improvement.
Perform other duties as assigned by ownership or executive management.