Position summary:
The Service Manager is responsible for leading the service department to achieve operational excellence, profitability, and a high level of customer satisfaction. This is a customer-focused role, ensuring every interaction reflects professionalism, urgency, and a commitment to exceeding expectations. This role oversees all service operations including technician productivity, workflow management, quality control, and customer communication. The Service Manager is responsible for fostering a strong team culture, holding team members accountable, and driving efficient, consistent execution of service operations.

Responsibilities

Lead and manage all day-to-day service department operations
Drive technician productivity, efficiency, and billed hours performance
Oversee scheduling, dispatching, and workflow to maximize shop capacity
Ensure all work is completed accurately, on time, and to quality standards
Manage customer relationships, resolve escalated issues, and ensure satisfaction
Monitor and improve service department financial performance (labor sales, gross profit, and efficiency)
Hire, train, coach, and develop service team members
Enforce company policies, safety standards, and operational procedures
Collaborate with Parts and Sales departments to ensure seamless operations
Review and approve repair orders, estimates, and warranty claims
Maintain proper documentation, service records, and compliance requirements
Identify opportunities for process improvement and implement solutions

Experience, Education, Skills and Knowledge

3–5+ years of experience in service operations within equipment, automotive, or related industry
Proven leadership experience managing technicians or service teams
Strong leadership and team-building skills
Excellent communication and customer service abilities
High level of organization and attention to detail
Solid understanding of mechanical and equipment repair processes
Ability to read and interpret service reports, work orders, and financial data
Problem-solving mindset with a focus on efficiency and results
Knowledge of warranty processes and manufacturer guidelines
Experience with dispatching, workflow management, and customer service.

Physical, Mental and Other Requirements

Ability to work in both office and shop environments
Must be able to stand, walk, and move throughout the facility regularly
Occasionally lift up to 50 lbs.
Ability to handle multiple tasks and prioritize in a fast-paced environment
Valid driver’s license with acceptable driving record

Compensation & Benefits

Regular shift is Monday-Friday 8-5
Health, dental, and vision insurance.
Paid time off and retirement plan options.
Ongoing professional development and training opportunities.

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