Service Manager

Position Summary

The Service Manager is responsible for supervising and coordinating all activities related to the maintenance and repair of company-owned and customer-owned aerial lift equipment. This role oversees shop operations, technician scheduling, warranty processing, payroll, billing, and service quality while ensuring compliance with company policies and safety standards.

Key Responsibilities

Service Operations

• Coordinate and manage daily service calls, scheduling, and technician dispatch.
• Assign repair tasks to shop personnel based on priorities and workload.
• Assist technicians with diagnosing equipment issues and determining repair solutions.
• Review all work orders for accuracy and completeness before closing.
• Maintain an up-to-date list of out-of-service equipment and prioritize repairs based on rental demand.
• Identify and recommend process improvements to enhance shop efficiency and service quality.

Warranty, Billing, and Administration

• Process warranty claims accurately and in a timely manner.
• Oversee mechanic payroll to ensure accuracy and compliance.
• Prepare customer quotes and manage invoice generation.
• Inspect rental equipment upon return, document damages, and generate repair invoices.
• Maintain detailed records of damaged equipment, including supporting documentation and billing history.

Telematics and Maintenance Tracking

• Administer the telematics system, including:
  • Onboarding new devices
  • Entering machine information
  • Tracking maintenance history
  • Generating work orders
• Ensure equipment receives required maintenance at appropriate service intervals.

Inventory and Equipment Management

• Collaborate with Operations to ensure timely delivery and availability of equipment.
• Recommend spare parts inventory requirements to the Parts Manager.
• Evaluate the condition and quality of used equipment considered for resale.

Leadership and Compliance

• Communicate and enforce company policies and safety regulations.
• Address employee concerns and resolve work-related issues professionally.
• Serve as a liaison with equipment manufacturers to report and document field issues.

Qualifications

• Extensive experience in heavy equipment repair and maintenance.
• Strong organizational skills with the ability to prioritize and coordinate multiple activities.
• Experience scheduling repairs and dispatching technicians.
• Proficiency with computer systems and data entry.
• Excellent written and verbal communication skills.
• High attention to detail.
• Strong commitment to workplace safety.

Preferred Experience

• Supervisory or management experience in a service or repair environment.
• Experience with aerial lift equipment, construction equipment, or similar heavy machinery.
• Familiarity with telematics systems and warranty administration.