Job Overview

Key Job Responsibilities

• Lead and manage all aspects of the service department operations to achieve and exceed company objectives, including safety, quality, customer satisfaction, and financial performance.
• Develop, implement, and monitor strategic plans aimed at improving service quality, operational efficiency, and customer retention.
• Ensure strict adherence to safety protocols and workplace safety standards to protect employees, customers, and assets.
• Manage accounts receivable functions in accordance with the business plan to maintain financial health and drive revenue collection.
• Provide training, coaching, and development opportunities to service technicians and administrative personnel to enhance skills, productivity, and morale.
• Collaborate proactively with factory representatives to oversee the completion of warranty factory campaigns, ensuring compliance and maximizing customer satisfaction.
• Enforce elevated work standards focused on delivering professional, high-quality service that meets or exceeds customer expectations.
• Manage departmental compliance with manufacturer policies and procedural manuals to maintain consistency and quality assurance.
• Assess and procure necessary tools, equipment, and resources to enable efficient service operations and support technical requirements.
• Continuously evaluate service goals and operational plans, making adjustments to meet evolving business needs and market conditions.
• Drive initiatives to improve the financial well-being of the service department, including cost management, resource allocation, and budget adherence.
• Foster an inclusive, collaborative, and supportive work environment that encourages teamwork, accountability, and continuous improvement.

Qualifications/Requirements

• Associate Degree in Diesel Technology, Mechanical Engineering, or related technical field preferred; equivalent experience will also be considered.
• Minimum of 5 years of progressive experience in service operations, including hands-on technical expertise and supervisory or leadership roles within the equipment service industry.
• Solid foundation in hydraulic, electrical, and mechanical systems applicable to heavy equipment maintenance and repair.
• Proficient in written and verbal communication with the ability to read, write, and comprehend technical instructions, reports, and correspondence. Comfortable presenting information clearly to diverse audiences including team members and clients.
• Strong mathematical skills with the ability to perform calculations involving ratios, percentages, and operational metrics to analyze service data and performance indicators.
• Effective problem-solving skills with the capability to identify issues, evaluate options, and implement timely and practical solutions in standardized and dynamic situations.
• Experience with computer systems including database management, internet navigation, manufacturing software, inventory control systems, and order processing platforms.
• Excellent analytical abilities to interpret data and combine insights with intuitive judgment for decision making.
• Demonstrated capacity for delivering outstanding customer service by promptly addressing customer needs, resolving complaints, and fostering positive relationships.
• Skilled at balancing individual responsibilities with team collaboration, adaptable to changing environments and priorities.
• Superior organizational and planning skills to manage multiple tasks, prioritize work activities, and meet deadlines consistently.
• Professional demeanor with resilience under pressure; accepts responsibility and follows through on commitments with integrity and reliability.
• Commitment to quality with keen attention to detail and accuracy, actively monitoring own work to ensure high standards.
• Ability to meet productivity standards by efficiently completing tasks within required timeframe while maintaining quality and safety.
• Strong awareness and adherence to safety procedures, including proactive reporting of unsafe conditions to promote a safe workplace.
• Adaptable to frequent changes, delays, or unexpected events in the work environment, maintaining composure and flexibility.

Additional Information