Equipment Service Manager
Location: Remote-TX
Working hours: 40
Job SummaryThe Onsite Diesel Heavy Equipment Service Manager is responsible for planning, directing, and overseeing the daily operations of the heavy equipment service department, including both shop and field service operations. This position leads service personnel and manages operational resources to ensure the safe, efficient, and profitable maintenance, diagnostics, and repair of heavy equipment and diesel-powered machinery while delivering exceptional customer service and maintaining the highest standards of quality and safety. The Service Manager is accountable for departmental performance, including operational efficiency, financial results, employee development, customer satisfaction, and the continuous improvement of service operations.
Essential Duties and Responsibilities
- The following duties are representative of the responsibilities assigned to this position and are not intended to be an all-inclusive list. Additional duties may be assigned as business needs require.
- Service Operations
- Plan, direct, and oversee the daily operations of the shop and field service departments.
- Schedule and assign work to maximize technician productivity, efficiency, and customer response times.
- Monitor work in progress to ensure repairs are completed safely, efficiently, on schedule, and in accordance with company and OEM standards.
- Establish department priorities and allocate resources to meet customer and operational demands.
- Ensure completed repairs meet company quality standards prior to equipment release.
- Leadership and Personnel Management
- Supervise, coach, and develop service department employees through regular communication, performance feedback, and training.
- Establish performance expectations and hold employees accountable for productivity, quality, safety, attendance, and professionalism.
- Participate in the recruitment, interviewing, hiring, onboarding, and retention of qualified personnel.
- Conduct employee performance evaluations and implement development or corrective action plans as necessary.
- Foster a positive, professional, and team-oriented work environment.
- Customer Relations
- Maintain strong customer relationships through timely communication and responsive service.
- Review repair recommendations, estimates, and work progress with customers as required.
- Resolve customer concerns and service-related issues in a professional and timely manner.
- Promote a high level of customer satisfaction through quality workmanship and effective communication.
- Financial Management
- Manage departmental performance to achieve established revenue, profitability, and productivity objectives.
- Monitor labor efficiency, technician utilization, overtime, and departmental expenses.
- Review service department reports and key performance indicators to identify opportunities for improvement.
- Support accurate and timely billing by ensuring repair documentation and labor reporting are complete.
- Safety and Compliance
- Promote and enforce compliance with all company safety policies and applicable OSHA, DOT, EPA, and environmental regulations.
- Maintain a safe, clean, and organized work environment.
- Conduct safety meetings and ensure employees receive required training.
- Investigate workplace incidents and implement corrective actions when necessary.
- Quality Assurance
- Ensure repairs are performed in accordance with OEM specifications and company standards.
- Monitor repair quality and implement corrective actions to reduce repeat failures and warranty issues.
- Promote consistent diagnostic and repair procedures throughout the service department.
- Department Administration
- Maintain accurate service records, reports, and operational documentation.
- Coordinate with the Parts, Sales, and Administrative departments to support efficient workflow and customer service.
- Participate in planning, budgeting, and continuous improvement initiatives.
- Perform additional duties as assigned in support of departmental and organizational objectives.
Other Qualifications
- Minimum of 7 years of heavy equipment service experience.
- Minimum of 3 years of supervisory or management experience in a heavy equipment, construction equipment, or diesel service environment.
- Experience managing both shop and field service operations preferred.
- Experience with service scheduling, work order management, and technician dispatching.
- Experience managing departmental budgets, labor utilization, and operational performance.
- Experience working with OEM warranty procedures and service documentation.
- Proven ability to lead, motivate, and develop high-performing teams.
- Knowledge, Skills, and Abilities
- Strong knowledge of diesel engines, hydraulics, powertrain, electrical systems, electronic controls, and heavy equipment diagnostics.
- Knowledge of heavy equipment maintenance and repair practices.
- Ability to read and interpret service manuals, wiring schematics, hydraulic diagrams, and technical publications.
- Strong organizational, planning, and time management skills.
- Excellent verbal and written communication skills.
- Ability to effectively manage multiple priorities in a fast-paced environment.
- Strong problem-solving and decision-making skills.
- Proficient with Microsoft Office (Outlook, Excel, Word, and Teams).
- Experience using service management software, work order systems, and technician scheduling platforms.
- Ability to analyze operational reports and key performance indicators to improve department performance.
- Ability to build and maintain positive relationships with customers, employees, and vendors.
- Strong conflict resolution and employee coaching skills.
- Demonstrated leadership, professionalism, and sound business judgment.
Supervisory Responsibility
Travel Requirements
- Anticipated domestic and international travel is approximately 10-25% depending on business needs.
Minimum Requirements
- High School Diploma
- 5 Years management experience
- Minimum of 10 years' experience in heavy equipment industry
- Strong ability to carry out tasks and job descriptions with a maximum degree of quality and no supervision.
Preferred Requirements
- Previous experience managing both shop and field service operations.
- Experience in the heavy equipment, construction, mining, aggregates, industrial, forestry, recycling, or material handling industries.
- Proven ability to lead, coach, and develop high-performing service teams.
- Experience managing departmental budgets, labor utilization, and operational performance.
- Knowledge of technician productivity, efficiency, labor recovery, and service department financial metrics.
- Experience with service scheduling, dispatching, and workflow management.
- Experience supporting the maintenance and repair of multiple makes and models of heavy equipment and diesel engines across a variety of OEM manufacturers.
- Strong understanding of equipment diagnostics, repair planning, estimating, and job costing.
- Experience implementing process improvements and driving operational efficiency.
- Strong customer relationship management, communication, and conflict resolution skills.
- Proficiency with Microsoft Office applications, including Outlook, Excel, and Word.
- Bilingual (English/Spanish) is a plus.
Physical Requirements
- Ability to perform the physical demands associated with working in an office, shop, and outdoor field environment.
- Ability to inspect heavy equipment, including climbing, bending, standing, and walking for extended periods.
- Ability to occasionally lift up to 50 pounds.
- Ability to travel to customer job sites and other company locations as required.
