OverviewResponsible for the day-to-day management of branch service operations, directing and supporting shop and road technicians across on-highway and off-highway applications (truck, bus/coach, power generation, industrial equipment, and marine). This role owns technician scheduling and dispatch, work order prioritization, repair quoting/estimates, and end-to-end workflow management to ensure safe, efficient execution, accurate documentation, and timely billing or submission of warranty.
Salary Range:
$80,000 - $95,000 annually
Responsibilities- Coordinate and assign shop and field (road) work, including on-highway and off-highway service calls, ensuring the right technician, tooling, and parts are aligned to the job.
- Manage dispatch and scheduling to balance shop capacity and road response times; prioritize work based on customer commitments, safety, downtime impact, and parts availability.
- Develop, review, and send repair quotes/estimates for approval; communicate job scope, status, and costs clearly, and obtain authorizations before proceeding with additional work.
- Oversee daily workflow and work-in-process (WIP): track progress, remove bottlenecks, coordinate parts and outside services, and maintain an organized queue of open jobs through completion.
- Verify quality and completeness of repairs and ensure technicians submit accurate, timely documentation (labor narratives, parts usage, inspections, and safety checklists); prepare jobs for invoicing.
- Partner with the Service Manager to resolve service issues and complaints by organizing facts, coordinating corrective actions, and communicating outcomes to customers and internal stakeholders.
- Support recruiting, onboarding, and training of technicians; coach on safe work practices, documentation standards, and efficient job execution.
- Monitor productivity, efficiency, and rework trends; use organized scheduling and clear priorities to improve throughput, cycle time, and customer satisfaction.
QualificationsHigh School Graduate or GED and more than three years' experience required in the heavy duty service industry. Prior supervisory experience in a field service environment preferred.
- Strong customer service, communication, telephone, and organizational skills; able to maintain clear notes, accurate estimates, and complete job files.
- Highly organized and dependable, with the ability to manage multiple work orders, shifting priorities, and time-sensitive dispatch decisions while effectively supervising others.
- Ability to effectively build relationships with customers and coworkers
- Strong attention to detail and time management; able to multitask in a fast-paced environment while keeping work orders, dispatch schedules, and parts needs well organized.
- Ability to read and interpret technician writeups and summarize in a grammatically correct format.
- Ability to find a solution for or to deal proactively with work-related
- Bi-lingual English/Spanish a plus, but not required
COMPUTER SKILLS:Experience with Adobe Acrobat and Microsoft Office (Word, Excel, Outlook) required. Prior experience with ServicePro preferred.
Competitive pay, a flexible work environment, and a well-built benefits program can be the foundation of your financial plan. From health insurance and retirement to paid time off, our wide range of benefits help you enjoy a balanced lifestyle and a promising future. We provide:
- 401(k) savings plan
- Tuition reimbursement
- Holidays
- Vacation
- Employee-assistance program
- Medical programs
- Dental programs
- Vision programs
- Flexible spending accounts
- Employee life and accident insurance
- Supplemental life and accident insurance
- Business travel accident insurance
- Short-term disability insurance
- Long-term disability insurance
- Flexible work schedules
- Sick time off
- Annual safety-shoe allowance
- Annual prescription safety-glasses allowance
