Service Manager

Star Sanitation•Stockton, CA

12d•$85,000 - $95,000

About The Position

The Service Manager uses independent judgment to oversee all aspects of service technicians at the assigned Pacific Ag Rentals branch. The role provides leadership in motivating, managing, and evaluating the service technician team, develops and implements the service operations plan, and maintains a customer relationship process to build lasting brand and store loyalty. The Service Manager oversees service operations, installations and repairs for customer-owned and company-owned vehicles, scheduling and dispatching service work, work-order profitability, inventory and assets, team communications, employee performance, safety, and compliance. The role also supports customer satisfaction by monitoring repair orders, coordinating equipment service and delivery, conducting field demonstrations, and following up with customers. The position is based in Stockton, California. Work time is split among the office, shop, and yard, in a variety of weather conditions, with regular computer and phone use. Routine travel is required within close proximity of assigned work locations, with travel listed as up to 25%.

Requirements

At least 5 years of supervisory or management experience in a similar work environment, with a proven record of effective decision-making and people management.
Working knowledge of agricultural and construction equipment systems, general mechanical aptitude, and familiarity with service practices, repair processes, tools, and materials.
Solid understanding of local market conditions.
Industry and/or heavy-equipment retail sales experience.
Excellent customer service, leadership, communication, and problem-solving skills.
Proficient written and verbal communication, including accurate grammar and business correspondence.
Computer literacy in Microsoft Office Suite.
Valid Class C driver’s license and good driving record if authorized to drive by the Safety Manager; must be eligible to be added to company insurance.
Organized, independent, self-motivated, enthusiastic, dependable, detail-oriented, flexible in scheduling and prioritization, and committed to excellence.
Ability to direct tasks in response to changing deadlines and priorities.
Ability to work cohesively as part of a team.

Nice To Haves

Knowledge of resale values of particular machinery.

Responsibilities

Demonstrate leadership across all aspects of the store and oversee service technicians.
Oversee installations and repairs for customer-owned and company-owned vehicles, ensuring customer satisfaction.
Work with the service team to understand customer expectations and coordinate with branch departments to resolve customer concerns.
Manage scheduling and assignment of service work, including design, material availability, and equipment dispatch.
Ensure repair work orders are charged out in a timely and profitable manner; manage inventory and assets.
Facilitate or participate in monthly open-book meetings, conduct regular team meetings, encourage open communication, and seek team-member feedback.
Foster a workplace culture of accountability, teamwork, open communication, and commitment to customer service.
Lead business and department activities that support positive customer experiences and long-term customer relationships.
Recommend hiring, termination, promotions, and disciplinary actions based on performance, business needs, and company policies; employee actions may require approval from the Branch Manager and/or HR.
Oversee employee performance evaluations, goal setting, coaching, and development; address performance issues and recommend disciplinary action.
Ensure adherence to workplace policies and employment laws, and maintain a safe and productive work environment through training and compliance measures.
Collaborate with senior management on staffing strategies, succession planning, and process improvements.
Monitor repair-order fulfillment and ensure PAR and Star rentals are serviced or replaced promptly when breakdowns or other problems occur.
Coordinate or conduct field demonstrations and operate machinery at customer work sites.
Maintain knowledge of used-equipment values and evaluate equipment for trade purposes.
Work with the Branch and District Managers on repair-order follow-up and expediting.
Follow up on each sale to support customer satisfaction and coordinate customer communications and equipment delivery and pickup with applicable departments.
Use equipment and materials safely, following established safety procedures and safeguards.
Maintain effective communication with management, coworkers, vendors, and other business contacts.
Travel routinely within close proximity of assigned work locations.