Service Manager - Heavy Equipment

An award-winning global provider of quality lifting solutions is looking to add a Service Manager to their growing and successful team of professionals

Key Responsibilities:

• Manage and supervise a team of field and shop technicians l to ensure efficient and high-quality service delivery.

• Assign work tasks, prioritize repair and service orders, and ensure all jobs are completed on time and to customer specifications.

• Provide technical guidance, mentorship, and training to team members to enhance their skills and improve performance.

• Monitor employee performance and provide feedback, coaching, and development opportunities.

• Ensure customer satisfaction by maintaining clear and professional communication with clients regarding their service requests, updates, and completion times.

• Address customer concerns or complaints and resolve issues promptly and effectively, ensuring a positive experience.

• Review and approve service quotes, estimates, and billing details for customers.

• Oversee the daily operations of the service shop, ensuring equipment, tools, and supplies are properly maintained and available.

• Ensure all service orders are tracked, recorded, and completed in a timely manner.

• Monitor workflow, manage inventory levels, and coordinate with suppliers to ensure parts and materials are readily available.

• Implement and enforce shop safety protocols to ensure a safe working environment for all employees.

• Ensure that all repairs, services, and maintenance work meet company standards and adhere to regulatory and safety guidelines.

• Conduct regular inspections and quality control checks to guarantee work is done correctly the first time.

• Keep the shop and work areas clean, organized, and compliant with health and safety regulations.

• Track key performance metrics (e.g., service turnaround time, customer satisfaction, revenue targets) and report on performance regularly.

• Analyze trends and operational data to identify areas for improvement and implement corrective actions where needed.

• Prepare and submit regular reports to senior management regarding shop operations, team performance, and customer feedback.

• Help manage the shop’s budget, ensuring cost control while maintaining high service quality.

• Oversee billing and invoicing processes, ensuring accurate and timely invoicing for services provided.

Qualifications:

• Proven experience in a management or supervisory role in a service-related industry (e.g., lifting equipment, heavy automotive, hydraulic repair, etc.).

• Strong technical knowledge in the relevant field of service (e.g., mechanical, electrical, or automotive systems).

• Excellent leadership and team management skills.

• Exceptional customer service skills with the ability to manage client expectations and resolve issues.

• Strong organizational skills and the ability to manage multiple tasks in a fast-paced environment.

• Ability to analyze data and make informed decisions to improve shop operations.

• High school diploma or equivalent required; relevant technical certifications or a degree in a related field preferred.