Application InstructionsPosition DescriptionJob Summary: The Service Manager is responsible for leading the daily operations of the service department, ensuring field service projects, repairs, emergency calls, and shop activities are completed safely, efficiently, and to the highest quality standards. This role manages field technicians, coordinates resources, oversees project execution, and supports customers by ensuring timely service and effective communication.
Job Responsibilities:- Manage the operation of the service department and field technicians.
- Identify areas for service department process improvement and make recommendations to Branch Manager
- Manage all service projects repairs (including in shop and at vendors), shop fabrications, RMA's and emergency calls.
- Review proposal form and discuss with sales as needed.
- Make recommendations for which technicians to schedule on projects based on project work scope and technician expertise.
- Ensure that technicians have tools required to complete job and stage tools in shop as required. Coordinate tool pick-up with scheduler.
- Take phone calls from technicians in the field and assist as required.
- Review all service acknowledgements and follow-up on all additional work.
- Be able to manage all jobs in company ERP system (Vista).
- Answer emergency calls and coordinate with scheduler, coordinator, sales, and customer to perform.
- Manage company risk by involving engineers, project managers when needed.
- Review and correct timesheets and expense reports for technicians every week.
- Determine vehicle needs, assign vehicles, inspect condition, verify that maintenance is performed, make recommendations to the Local Branch Manager for vehicle purchases.
- Determine needs for equipment and tools, inspect condition, verify that maintenance is performed, ensure that they are available for use, and make recommendations to Branch Manager for additional purchases.
- Manage all shop functions including shop projects, incoming/outgoing deliveries, organization, and allocation of space.
- Make recommendations to Branch Manager for manpower needs including technician and office personnel.
Position RequirementsQualifications:- High school diploma or GED required; associate's or bachelor's degree in Business Management, Engineering, Industrial Maintenance, or a related field preferred.
- Minimum of 3-5 years of experience in industrial service operations, maintenance, or field service management, preferably in the overhead crane, material handling, or heavy industrial equipment industry.
- Previous experience supervising field service technicians, coordinating service projects, and managing daily department operations.
- Strong mechanical and electrical aptitude with an understanding of industrial equipment maintenance, troubleshooting, and repair.
- Experience managing service schedules, emergency repairs, shop operations, and multiple projects simultaneously.
- Ability to evaluate technician skill sets, assign resources effectively, and provide technical guidance to field personnel.
- Proficiency with ERP systems, preferably Vista, and Microsoft Office applications.
- Strong organizational, problem-solving, and decision-making skills with the ability to prioritize competing demands.
- Excellent leadership, communication, and customer service skills.
- Knowledge of OSHA regulations, workplace safety practices, and industrial service standards.
- Experience overseeing departmental resources, equipment, fleet maintenance, and operational efficiency.
- Ability to work flexible hours and respond to emergency service calls as needed.
- Valid driver's license and ability to meet company vehicle insurance requirements.
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