Benefits:

401(k)
401(k) matching
Bonus based on performance
Company car
Competitive salary
Dental insurance
Health insurance
Opportunity for advancement
Paid time off
Training & development
Vision insurance

This job is working for a local heavy equipment company - direct hire and full benefits offered! This job is located in Springdale, AR

Job Purpose

To lead and manage the service department for a heavy equipment company, ensuring technicians are performing at a high level, customers are receiving timely and quality service, and the branch is meeting its revenue and profitability goals for the service division.

Duties and Responsibilities

Oversee daily operations of the service department including shop and field technicians
Schedule, dispatch, and prioritize work orders to maximize technician productivity and customer satisfaction
Review and approve work orders for accuracy, proper labor allocation, and parts charges
Monitor and manage service department KPIs including billable hours, comeback rate, and cycle time
Conduct regular performance reviews and provide ongoing coaching and development for technicians
Recruit, onboard, and train new service staff
Serve as the primary point of escalation for customer service concerns and resolve issues in a timely, professional manner
Collaborate with the sales team to support service-related sales opportunities and fleet maintenance agreements
Work closely with the parts department to ensure parts availability supports service workflow
Develop and submit service department reports including revenue, labor efficiency, and outstanding work orders
Ensure all technicians remain current on required manufacturer certifications and safety training
Maintain compliance with all company safety policies and OSHA requirements
Manage shop equipment and service vehicles to ensure proper maintenance and functionality
Forecast service department staffing needs and assist in budget planning
Support key account managers with quoting and estimating repair work as needed

Qualifications

Education/Experience

High school diploma or equivalent required
Associate or bachelor's degree in business, operations, or related field preferred
Minimum 5 years of experience in the material handling or related industrial equipment industry
Minimum 2 years in a supervisory or management role within a service environment

Knowledge

In-depth knowledge of material handling equipment including forklifts, aerial lifts, and related equipment
Working knowledge of EquipSoft or similar dealer management software preferred
Microsoft Office Suite (Excel, Word, Outlook)
Understanding of warranty processes and manufacturer service requirements

Skills

Strong leadership and team management skills
Excellent customer communication and conflict resolution skills
Ability to read and interpret work orders, service manuals, and technical documentation
Strong organizational and time management skills
Effective written and verbal communication

Abilities

Ability to manage multiple priorities in a fast-paced, deadline-driven environment
Ability to communicate effectively with both technical staff and customers
Ability to analyze department performance data and implement corrective action
Ability to work independently and make sound decisions

Working Environment

Employee will work in both office and shop environments. Exposure to moderate to high noise levels in shop settings. PPE is required in shop and field environments.

Physical Requirements

Frequently required to sit, stand, walk, talk, and listen. Must be able to lift up to 30 pounds. Occasional exposure to shop hazards including grease, fuel, and pressurized systems.

Other Duties

This job description is not designed to cover a comprehensive listing of all duties or responsibilities required of the employee. Duties and activities may change at any time with or without notice.

Direct Reports: Service Technicians, Field Technicians

Learn more about this Employer on their Career Site

Service Manager