Service ManagerStandard Equipment - Elmhurst, IllinoisAbout the RoleThe Service Manager will be a hands-on, organized and engaged leader who is responsible for (i) providing guidance and direction to the Service team in alignment with the branch and company Service department objectives, (ii) overseeing the day-to-day operations of the Service department and (iii) developing and maintaining strong customer relationships to support continued Service growth in the region.
What You'll Do- Own Service Department P&L performance, ensuring revenue, profitability, expense management, and operational goals are achieved.
- Manage and oversee the operations of the Service department by monitoring scheduling, quality, productivity, and customer satisfaction.
- Oversee health and safety activities within the Service department by promoting a strong safety culture, ensuring employees follow safe work practices, policies, procedures, and regulatory requirements, conducting regular safety discussions and inspections, addressing hazards and unsafe behaviors, and taking appropriate corrective action when required.
- Supervise employees in a union environment in accordance with the applicable collective bargaining agreement and memoranda of understanding.
- Partner with HR on employee relations matters as needed.
- Monitor employee performance, provide ongoing feedback, identify skill gaps and development opportunities.
- Coordinate training and development plans to enhance the Service team's technical knowledge, skills, and overall effectiveness.
- Review workload and resources, set priorities, delegate work, and follow up on assignments; recommend additional resources when needed.
- Monitor open work orders, work in process, and warranty activity to ensure accurate documentation, timely follow-up, and resolution of outstanding items.
- Identify deficiencies, repair issues, and service delays; resolve them when possible and make timely recommendations to management when support is needed.
- Maintain oversight of the Service facility, identifying repairs and improvements needed for safe and effective operations.
- Develop and implement process improvements that increase efficiency, quality, and profitability within the Service department.
- Monitor established department KPIs, report variances to management, and take action to improve results.
- Conduct regular Service team meetings to review results, priorities, improvement opportunities, health and safety, and process updates.
- Participate in recruiting and onboarding new Service employees.
- Maintain strong customer relationships through regular visits or contact, clear updates, effective resolution of service concerns, and support for customer retention and business growth.
- Review customer accounts with Accounting to support timely billing and payment.
- Communicate effectively and proactively with Sales, Parts, and Rentals regarding service schedules, equipment readiness, parts availability, changes in timelines, and customer commitments.
- Provide management with recommendations for operational improvements and business growth opportunities and support the execution of approved strategies.
- Stay current on industry changes affecting the Service department, participate in required training and industry events.
- Complete other assigned projects and duties.
Total Rewards- Anticipated Salary Range: $90,000.00-$110,000.00 - based on education and experience
- Annual Bonus Opportunity
- Annual Performance Review with Increase Opportunity
- Premium Health Insurance Benefits
- Vacation & Paid Personal days
- 401(k) Employer Matching
Position DetailsLocation: Standard Equipment - Elmhurst, IL
Status: Permanent
Position Type: Managerial
Schedule: Monday-Friday - occasional extended hours may be required based on operational needs.
Vacancy Type: Existing Vacancy
Direct Reports: 4-8
Travel: 5%-10% - Primarily within the State
What You Bring- 3+ years' experience as a Service Manager in the field of Heavy, Industrial or Agricultural equipment
- Strong mechanical expertise with knowledge of equipment repair processes
- Strong technical knowledge of hydraulic & electrical systems
- Previous responsibility for a Service P&L and demonstrated ability to achieve results
- Experience managing in a unionized workforce
- Strong business acumen and demonstrated ability to develop and implement sound business plans and effectively manage resources
- Strong customer service and communication skills
- Ability to develop, coach and support teams to drive desired results
- Ability to foster team-work and champion company values
- Extremely organized and proactive
- Ability to plan and execute work independently
- Proficient with repair order programs and MS Office (Outlook, Excel)
- Strong problem-solving skills
- Full understanding of all relevant safety and compliance regulations, policies, and generally accepted work practices relating to Truck/Trailer/HE shop operations
Additional Requirements:- High School Diploma or Equivalent
- Technical certification or associates degree in diesel mechanics or related field an asset
- Valid driver's license with a clean driver's record for operational purposes
- Must be able to pass a pre-employment background check in accordance with applicable laws
Work Environment- Shop, yard, warehouse, and office settings. May include occasional lifting, walking in yard/shop environments, and outdoor work in varying weather conditions.
- Occasional visits to Customer premises
