Service Manager - Bobcat of York

McGrew Equipment Company • York, PA

20d • $75,000 - $85,000

About The Position

Crownstone Equipment is seeking a service-oriented, results-driven Service Manager to lead the service department and oversee its daily operations. The role directs service technicians, manages workload and department workflow, addresses performance concerns, and ensures equipment repairs are completed safely, accurately, and efficiently. The Service Manager works closely with the Branch Manager, Service Writer when applicable, technicians, and Parts Department to maintain service quality, develop employees, and support dealership operations.

The Service Manager oversees Shop and Field Service activities, establishes workload priorities, monitors productivity and repair quality, and coordinates customer commitments and repair schedules with the Service Writer. In partnership with the Branch Manager, the position supports staffing, employee development, customer satisfaction, and service department goals. This safety-sensitive position also assists with customer communication and service coordination as needed.

Crownstone Equipment, an affiliate of McGrew Management Company, represents Bobcat, Toro, Echo, and Stihl, with locations in Pennsylvania and Maryland.

Requirements

• At least three years of experience in heavy equipment, construction equipment, agricultural equipment, automotive service, or a related technical service environment.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to prioritize competing demands, make sound operational decisions, and manage service department workflow.
• Ability to provide constructive feedback, document performance concerns, and hold employees accountable to expectations.
• Familiarity with service department operations, repair estimates, work orders, parts coordination, labor tracking, and invoicing processes.
• Working knowledge of computers and Microsoft Office, and ability to learn company-specific service management systems.
• High school diploma or equivalent.

Nice To Haves

• Prior leadership, supervisory, or team management experience, with demonstrated ability to direct work and address employee performance.
• Previous experience supervising service technicians or leading a dealership service department.
• Experience with Shop and Field Service operations in a heavy equipment or construction equipment dealership.
• Familiarity with service management software such as CDK.
• Experience monitoring technician productivity, labor efficiency, work order aging, and department profitability.
• OEM product training or certifications, such as Bobcat University or applicable manufacturer training.
• Familiarity with warranty administration, workplace safety requirements, and service quality standards.
• An associate degree, technical education, or relevant industry training.

Responsibilities

• Directly supervise service technicians and set expectations for productivity, work quality, attendance, safety, and compliance with company procedures.
• Assign and prioritize technician workloads based on repair needs, technician capabilities, customer commitments, parts availability, and department needs.
• Oversee daily Shop and Field Service operations to keep repairs progressing efficiently and meet customer commitments.
• Coordinate service workflow and scheduling with the Service Writer, adjusting priorities and resources for urgent repairs, workload changes, and scheduling conflicts.
• Monitor technician productivity, labor efficiency, repair turnaround times, open work orders, and other department performance measures.
• Review department performance and identify opportunities to improve efficiency, service quality, customer satisfaction, and profitability.
• Coach and guide technicians, address performance gaps, and support employee development.
• Address and document concerns involving technician performance, attendance, conduct, and work quality; involve the Branch Manager and Human Resources as appropriate.
• Review issues raised by the Service Writer concerning technician performance, customer complaints, delays, work quality, and other operational matters, and determine appropriate follow-up.
• Conduct employee check-ins and contribute to performance evaluations, training plans, and development opportunities.
• Support technician onboarding, training, and manufacturer-specific technical development.
• Monitor completed repair quality and address recurring issues, rework, incomplete repairs, and failures to follow service procedures.
• Oversee accurate and timely work orders, labor and parts entries, technician time posting, repair documentation, and invoicing readiness.
• Review repair estimates, pricing exceptions, additional repair requests, and warranty matters within assigned authority and approval procedures.
• Assist with escalated customer concerns, complex repair issues, and service disputes in coordination with the Service Writer and Branch Manager.
• Coordinate with the Parts Department on parts availability, ordering delays, and issues affecting productivity or repair completion.
• Work with the Branch Manager on staffing needs, department resources, operational challenges, and branch objectives.
• Promote compliance with company policies, safety requirements, equipment handling procedures, and applicable workplace standards.
• Communicate department performance, staffing needs, recurring operational issues, and significant employee concerns to the Branch Manager.
• Maintain effective working relationships with customers, technicians, the Service Writer, Parts Department personnel, and dealership colleagues.
• Support continuous improvement initiatives and consistent application of service department procedures.
• Assist with service coordination and customer communication as needed.
• Perform other duties as assigned.

Benefits

• Career advancement opportunities
• Comprehensive medical benefits for full-time employees
• Dental, vision, life, and disability insurance for full-time employees
• 401(k) retirement plan with company match
• Paid holidays for full-time employees
• Paid time off for full-time and part-time employees
• Employee Assistance Program (EAP)
• Exclusive employee discounts and access to a year-round employee merchandise store
• Supportive, team-oriented workplace culture

What This Job Offers

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