Service Manager

Jetstream of Houston•Elmhurst, IL

23d•$90,000 - $110,000•Onsite

About The Position

The Service Manager is a hands-on leader responsible for guiding the Service team in alignment with branch and company objectives, overseeing the department’s day-to-day operations, and developing strong customer relationships to support regional service growth. The role owns Service Department P&L performance and is accountable for revenue, profitability, expense management, operational results, safety, service quality, productivity, and customer satisfaction. The manager supervises employees in a union environment, supports employee development, coordinates training, and collaborates with HR, Accounting, Sales, Parts, and Rentals. The position also monitors work orders, warranty activity, KPIs, and facility needs; implements process improvements; and contributes recommendations for operational improvements and business growth. The position is based at Standard Equipment in Elmhurst, Illinois. It is permanent and managerial, with 4–8 direct reports. The regular schedule is Monday through Friday, with occasional extended hours based on operational needs. Travel is 5%–10%, primarily within the state.

Requirements

At least 3 years of experience as a Service Manager in heavy, industrial, or agricultural equipment.
Strong mechanical expertise and knowledge of equipment repair processes.
Strong technical knowledge of hydraulic and electrical systems.
Previous responsibility for a Service P&L and demonstrated ability to achieve results.
Experience managing a unionized workforce.
Strong business acumen and demonstrated ability to develop and implement sound business plans and effectively manage resources.
Strong customer service and communication skills.
Ability to develop, coach, and support teams to drive desired results.
Ability to foster teamwork and champion company values.
Extremely organized and proactive.
Ability to plan and execute work independently.
Proficiency with repair order programs and MS Office, including Outlook and Excel.
Strong problem-solving skills.
Full understanding of relevant safety and compliance regulations, policies, and generally accepted work practices relating to Truck/Trailer/HE shop operations.
High school diploma or equivalent.
Valid driver’s license with a clean driver’s record for operational purposes.
Must pass a pre-employment background check in accordance with applicable laws.

Nice To Haves

Technical certification or an associate degree in diesel mechanics or a related field.

Responsibilities

Own Service Department P&L performance and achieve revenue, profitability, expense-management, and operational goals.
Oversee day-to-day Service department operations, including scheduling, quality, productivity, and customer satisfaction.
Promote a strong safety culture; ensure compliance with safe work practices, policies, procedures, and regulatory requirements; conduct safety discussions and inspections; address hazards and unsafe behaviors; and take corrective action as needed.
Supervise employees in a union environment in accordance with the applicable collective bargaining agreement and memoranda of understanding.
Partner with HR on employee relations matters as needed.
Monitor employee performance, provide ongoing feedback, identify skill gaps and development opportunities, and coordinate training and development plans.
Review workload and resources, set priorities, delegate work, follow up on assignments, and recommend additional resources when needed.
Monitor open work orders, work in process, and warranty activity to ensure accurate documentation, timely follow-up, and resolution.
Identify deficiencies, repair issues, and service delays; resolve them when possible and make timely recommendations to management when support is needed.
Maintain oversight of the Service facility and identify repairs and improvements needed for safe and effective operations.
Develop and implement process improvements that increase departmental efficiency, quality, and profitability.
Monitor department KPIs, report variances to management, and take action to improve results.
Conduct regular Service team meetings to review results, priorities, improvement opportunities, health and safety, and process updates.
Participate in recruiting and onboarding new Service employees.
Maintain customer relationships through regular visits or contact, clear updates, effective resolution of service concerns, and support for customer retention and business growth.
Review customer accounts with Accounting to support timely billing and payment.
Communicate proactively with Sales, Parts, and Rentals about service schedules, equipment readiness, parts availability, timeline changes, and customer commitments.
Recommend operational improvements and business growth opportunities to management and support execution of approved strategies.
Stay current on industry changes affecting the Service department and participate in required training and industry events.
Complete other assigned projects and duties.