Service Manager
Position Summary
The Service Manager is responsible for overseeing the daily operations of the service department, ensuring efficient workflow, high-quality repairs, exceptional customer service, and achievement of departmental profitability goals. This role manages technicians, service advisors, warranty processes, and shop operations while maintaining a safe and productive work environment.
Key Responsibilities
Service Department Management
- Oversee daily service operations and shop workflow.
- Schedule and assign repair work to technicians based on skill level and workload.
- Monitor repair progress to ensure timely completion and customer satisfaction.
- Establish and maintain departmental goals for productivity, efficiency, and profitability.
- Ensure all repairs are performed according to manufacturer specifications and company standards.
Team Leadership
- Hire, train, coach, and evaluate service technicians and support staff.
- Conduct regular team meetings to communicate goals, policies, and performance expectations.
- Promote a positive, safety-focused work environment.
- Address employee performance issues and provide ongoing development opportunities.
Customer Service
- Serve as the primary point of contact for escalated customer concerns.
- Ensure accurate estimates, repair orders, and service documentation.
- Maintain strong customer relationships through professional communication and follow-up.
- Monitor customer satisfaction and implement improvements as needed.
Financial Management
- Track departmental revenue, labor efficiency, and profitability metrics.
- Review repair orders for accuracy, pricing, and labor recovery.
- Manage warranty claims and reimbursement processes.
- Control departmental expenses and maintain budget objectives.
Parts and Inventory Coordination
- Work closely with the parts department to ensure timely parts availability.
- Monitor inventory levels and minimize service delays.
- Coordinate warranty and return parts procedures.
Safety and Compliance
- Enforce OSHA safety regulations and company safety policies.
- Maintain a clean, organized, and efficient service facility.
- Ensure compliance with environmental regulations and manufacturer requirements.
Qualifications
Required
- High school diploma or GED.
- 3+ years of service management, shop management, or lead technician experience.
- Strong leadership and team management skills.
- Excellent customer service and communication abilities.
- Proficiency with service management software and Microsoft Office.
- Valid driver's license.
Preferred
- Experience in small engines, agricultural equipment, construction equipment, lawn and garden equipment, powersports, or diesel repair.
- Knowledge of manufacturer warranty procedures.
- Technical background in engine diagnostics and repair.
- Associate degree or technical certification in a related field.
Skills and Competencies
- Leadership and employee development
- Shop scheduling and workflow management
- Customer conflict resolution
- Budgeting and financial analysis
- Mechanical knowledge and troubleshooting
- Time management and organizational skills
- Inventory and warranty administration
- Safety compliance and risk management
Physical Requirements
- Ability to work in a shop environment with exposure to noise, dust, and equipment.
- Ability to stand, walk, and move throughout the facility for extended periods.
- Occasionally lift up to 50 pounds.
- Ability to inspect equipment and work areas.
Compensation and Benefits
- Competitive salary based on experience.
- Performance-based bonus opportunities.
- Health, dental, and vision insurance.
- Paid time off and holidays.
- Retirement savings plan.
- Ongoing training and professional development opportunities.
Reports To: General Manager / Operations Manager
Supervises: Service Technicians, Service Writers, Shop Assistants, and Service Department Staff
Job Type: Full-Time
