Service Manager

Description

Position Summary

The Service Manager leads the shop team to deliver strong customer satisfaction while supervising technicians, both in the shop and on customer sites. This role requires the ability to learn and retain product specific knowledge critical to service operations. 

The Service Manager will also partner with the Management team to set department goals, improve operational performance an align processes with SWS Equipment Standards. Responsibilities include working with the Service Administration Team to plan and coordinate work to meet production and service schedules, overseeing repairs and equipment preparation, managing service requests, driving operational improvements, supporting cross-team initiatives and contributing to long-term growth strategies. The Service Manager is responsible for a majority of the branch P&L.

Relocation assistance is available for qualified candidates. 

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Foster a strong safety culture and maintain a safe working environment for all personnel, while enforcing safety policies and procedures
• Collaborate with the management team to set department goals and assign initiatives that drive improvement in key operational metrics
• Participate in long-term planning and develop initiatives that support the company’s overall goals and continued growth within our core business
• Communicate with senior leadership regarding shifting company priorities, projects, and operational needs
• Identify opportunities to expand or pivot to capitalize on changes in the market
• Initiate and recommend appropriate personnel actions regarding new employee selection, promotions, training, and employee counseling
• Collaborate with Service Administration to plan, organize, assign, and coordinate work to meet service and production schedules
• Identify potential problems and points of friction, analyze root causes, and implement solutions to maximize efficiency and revenue
• Drive enhancements to service operations to support operational scalability and business growth
• Assess and analyze departmental budgets to identify opportunities to control costs, minimize expenses, and optimize profitability
• Diagnose and repair customer-owned equipment as needed
• Prepare new equipment for final delivery to customers
• Support and review equipment for compliance with safety, reliability, and maintainability standards
• Develop, implement, and maintain departmental procedures in alignment with SWS Equipment business management processes
• Collaborate cross-functionally to exchange ideas, participate in cross-team learning, and drive the development of consistent, standardized service practice
• Train and develop shop personnel

Requirements

• 5+ years of demonstrated leadership in a front-line supervisory or lead role within a maintenance environment in the refuse industry (CMRP certification preferred)
• Proven record of building and leading high-performing maintenance teams, with direct accountability for safety, quality, and operational performance
• Demonstrated ability to initiate and lead change through continuous improvement and process optimization
• Bachelor’s degree in business, Manufacturing, Engineering, Operations, or Supply Chain (MBA preferred)
• Six Sigma certification (preferred)
• Journeyman-level Diesel Mechanic with extensive hands-on experience in refuse equipment
• Advanced proficiency reading and interpreting hydraulic and electrical schematics
• Advanced, working expertise in:
• AC/DC electrical systems and multiplex systems
• PTO installation
• Hydraulic installation and repair
• Structural and repair welding
• Ability to diagnose complex mechanical and electrical issues independently and lead corrective action
• Supply own hand tools
• Excellent verbal and written communication skills with strong interpersonal presence
• Ability to operate effectively in a fast-paced, team-oriented environment