Lead Service Manager – Heavy Equipment & Customer Excellence

Paycom - ATS; Kentucky; On-site; USD 60,000 - 90,000; Full time

Job summary

Paycom - ATS is seeking a Service Manager who will own the service department at a branch, supervising all functions from quoting to field and shop operations, and ensuring accurate, timely customer communication.

Responsibilities include driving revenue through new and existing service work, maintaining safety, staffing, training, tool inventory, warranty compliance, and on-time quotes within 24 hours, with minimal travel and office hours 7 am–5 pm.

Qualifications

• High school diploma required; diesel, technical, or college degree preferred.
• Five years of experience in heavy, industrial, or over-the-road equipment service.
• Five years' experience dispatching technicians or working as a field service technician.

Responsibilities

• Ensure communication with customers is accurate, timely, and realistic.
• Provide fair and equitable pricing and solutions for services and repairs.
• Ensure department has necessary tooling and resources for safe, efficient work.
• Develop plans to acquire new and existing customer service work to drive revenue.
• Maintain departmental objectives and quantitatively measurable goals.
• Ensure all work is conducted safely.
• Assist in recruiting, hiring, and training of service staff.
• Ensure staff are registered and complete scheduled training.
• Develop staff through internal or external training.
• Adhere to company policies and procedures.
• Determine repair methodologies and job flows for effectiveness and customer satisfaction.
• Ensure vehicles, equipment, and tooling are safe, maintained, inventoried, and tracked.
• Follow warranty procedures (pictures, documentation, etc.).
• Provide accurate quotes for internal service work within 24 hours.
• Answer inbound calls within 3 rings using CW's call formula.
• Credit applications secured and sent to Credit Manager; originals destroyed after upload.

Skills

Excellent customer service

Strong communication skills

Strong leadership skills

Organizational skills

Problem-solving abilities

Financial acumen

Education

High School Diploma; Diesel/Technical/College Degree preferred

Job description

Paycom - ATS is seeking a Service Manager who will own the service department at a branch, supervising all functions from quoting to field and shop operations, and ensuring accurate, timely customer communication.

Responsibilities include driving revenue through new and existing service work, maintaining safety, staffing, training, tool inventory, warranty compliance, and on-time quotes within 24 hours, with minimal travel and office hours 7 am–5 pm.