What are the responsibilities and job description for the Service Operations Manager position at Best Equipment Company, Inc.?
Company Overview
Best Equipment is a family owned and operated environmental equipment dealership headquartered in Indianapolis, Indiana. We sell and service premium equipment in the garbage and recycling, sweeping and litter control, sewer and storm water, hydroexcavation and underground industries. We sell to municipalities and contractors throughout Indiana, Kentucky, Ohio, and now Michigan. We pride ourselves on exceptional customer service, and our family values are at the core of everything we do.
Primary Function: The Service Operations Manager oversees the daily operations of the Service departments, ensuring operational efficiency, customer satisfaction, and team development. This role requires strong leadership, analytical skills, and a commitment to continuous improvement in service delivery.
Communications
Duties & Responsibilities:
Starting salary is competitive and will be based on qualification and experience. Best Equipment offers medical, dental, vision, and life insurance, 401K, 10 paid holidays, vacation and sick time, plus more benefits. For more information on Best Equipment, please visit www.BestEquipmentCo.com.
Note: This job description is not intended to be all-inclusive. Employee may be expected to perform other duties as assigned.
Best Equipment is a family owned and operated environmental equipment dealership headquartered in Indianapolis, Indiana. We sell and service premium equipment in the garbage and recycling, sweeping and litter control, sewer and storm water, hydroexcavation and underground industries. We sell to municipalities and contractors throughout Indiana, Kentucky, Ohio, and now Michigan. We pride ourselves on exceptional customer service, and our family values are at the core of everything we do.
Primary Function: The Service Operations Manager oversees the daily operations of the Service departments, ensuring operational efficiency, customer satisfaction, and team development. This role requires strong leadership, analytical skills, and a commitment to continuous improvement in service delivery.
Communications
Duties & Responsibilities:
- Manage call center ticketing system, call routing and communication protocol
- Manage service pipeline to ensure timely customer updates, troubleshoot bottlenecks, and work with service teams and marketing to maintain a healthy backlog
- Drive continuous improvement around customer satisfaction, assess surveys of customer complaints and address service issues promptly and effectively
- Train customer-facing staff on developing empathy, active listening and professionalism in communications.
- Complete Customer Advocate Group (CAG) 2 / branch / yr
- Manage Preventative Maintenance (PM) program to ensure operational efficiency and customer satisfaction starting from quote generation, service order creation, completion percentage and billing
- Monitor and provide managers with supporting data for key performance indicators
- Create quality control measures within each service department that include quality checks, post-service customer calls, root cause analysis, and standardizing procedures
- Manage Road Service dispatching to increase recovery rate and provide minimize response time and create a strategy to provide total market coverage
- Supervise Customer Support Advisors (CSAs) including scheduling, training, and performance reviews
- Create life cycle approach to proactive communications, including lead generation, lead management, and closure using CRM
- Improve the resources for branch parts and service departments to service other brands of municipal equipment to improve the quality of repairs and customer satisfaction
- Build a unified service team that supports the common objective of delivering exceptional customer service. Foster a sense of urgency, setting expectations for response times and resolution deadlines
- Provide coaching, mentoring and professional development opportunities to all team members and include career paths and succession planning for all positions
- Ensure there are productive regular team meetings to discuss issues, celebrate success and foster a culture of continuous improvement
- Complete technician proficiency survey to baseline branch service capabilities and oversee mentorship program for inexperienced technicians. Includes tracking progress
- Focus on long-term relationships with customers that lead to repeat business, referrals, and greater customer loyalty
- Review financial reports to identify areas for cost reduction and improve profitability. Identify trends and make informed business decisions
- Forecasting service department needs based on historical trends, market conditions, and future business plans. Prepare reports and presentations as required
- Create flat rates for common repetitive repairs
- Ensure compliance with all safety regulations and industry standards
- Maintain a safe and clean work environment
- High School Diploma (Associate’s/Bachelor’s degree preferred).
- 5 years of supervisory experience in the service or heavy equipment industry.
- Strong leadership, communication, and organizational skills.
- Proficiency in Microsoft Office and service software.
- Strong analytical, problem-solving, and time management skills.
Starting salary is competitive and will be based on qualification and experience. Best Equipment offers medical, dental, vision, and life insurance, 401K, 10 paid holidays, vacation and sick time, plus more benefits. For more information on Best Equipment, please visit www.BestEquipmentCo.com.
Note: This job description is not intended to be all-inclusive. Employee may be expected to perform other duties as assigned.
