In-house Service Manager

Job Title: In-house Service Manager
Department: After Sales Support
Pay Type: Salaried Position
Hiring Range: Depends on Qualifications (DOQ)
Work Schedule: Monday – Friday (8-hour shift)
Location: Battleboro, NC

 

Position Summary

The In-house Service Manager will lead the In-house Service team and act as the central technical support hub between dealers, field service, and internal departments.

This role is responsible for managing dealer technical cases, ensuring timely and accurate issue resolution, and generating technical reports based on field issues and dealer feedback. The position also oversees the service training center operations and supports the development and delivery of dealer technician training programs.

The ideal candidate will possess strong mechanical expertise, leadership capability, and the ability to manage technical operations in a fast-paced dealer support environment.

 

Key Responsibilities

Dealer Technical Support & Case Management

• Manage and prioritize dealer technical inquiries from dealer portal, phone, and email
• Provide troubleshooting guidance and repair direction to dealer technicians
• Monitor case progress, ensure timely responses, and maintain case quality
• Escalate critical or complex issues to Field Service, QA, or Engineering teams
• Identify recurring technical issues and recommend corrective actions

 

Technical Reporting & Analysis

• Develop and maintain technical reports including:
  • Failure analysis reports
  • Recurring issue / trend analysis
  • Dealer feedback summaries
• Share key findings with internal teams and headquarters
• Utilize data to support continuous improvement in product quality and service processes

 

Team Leadership & Management

• Manage and supervise In-house Service team members (2 consultants)
• Assign daily workload and monitor task completion
• Track team performance, attendance, and productivity
• Provide coaching, mentoring, and technical guidance

 

Training & Facility Management

• Oversee the service training center, tools, and training equipment
• Coordinate and support dealer technician training programs
• Assist in the development of training materials and technical publications
• Support hands-on training sessions and classroom instruction as needed

 

Cross-functional Support & Coordination

• Support Field Service Managers with technical case consultation and issue resolution
• Collaborate with Warranty, Parts, QA, and Engineering teams
• Participate in weekly service meetings and provide status reports

 

Minimum Qualifications

• High School Diploma or equivalent (relevant experience may substitute for education)
• Minimum 5 years of experience in diesel, heavy equipment, or tractor repair
• Previous experience as a service technician required; service management experience preferred
• Strong mechanical aptitude and troubleshooting skills
• Ability to read and interpret technical service materials
• Strong verbal and written communication skills

 

Preferred Qualifications

• Experience supporting dealer networks or OEM service operations
• Prior leadership or supervisory experience
• Understanding of warranty claim processes
• Experience in technical training or instruction
• Strong presentation and reporting skills

 

Required Skills

• Ability to manage multiple priorities in a fast-paced environment
• Strong problem-solving and analytical skills
• Proficiency with Microsoft Office (Excel, Word, PowerPoint)
• Ability to communicate effectively with dealers and internal teams

 

Key Performance Expectations (KPIs)

• Case response and resolution time
• Case closure rate and quality
• Reduction of repeat technical issues
• Dealer satisfaction feedback
• Training program effectiveness