Senior Service Operations Leader - Heavy Equipment

Craneworks, Inc.; St. Louis (MO); On-site; USD 70,000 - 95,000; Full time

Job summary

CraneWorks in St. Louis, MO seeks a Service Manager to lead all shop and field service operations, delivering strong customer service and branch performance.

You will partner with Operations, Parts, Sales, and HR to develop employees, maximize technician productivity, and ensure safety and quality across the service organization. The role requires leadership across scheduling, budgeting, and KPI monitoring, with emphasis on safety compliance, continuous improvement, and cost controls.

Qualifications

• Five+ years of leadership experience in heavy equipment, crane, construction equipment, truck, diesel, or industrial service.
• Strong knowledge of hydraulic, electrical, diesel, and mechanical systems.
• Demonstrated leadership, coaching, and performance management experience.
• Excellent customer service, communication, and organizational skills.

Responsibilities

• Lead, coach, develop, and evaluate service personnel.
• Manage daily shop and field service operations, scheduling, and workflow.
• Monitor technician productivity, efficiency, utilization, and labor recovery.
• Ensure repair orders, estimates, billing, and warranty documentation are accurate and timely.
• Maintain compliance with OSHA, DOT, EPA, ANSI, OEM, and Company safety requirements.
• Conduct safety meetings, incident reviews, and corrective actions as necessary.
• Partner with HR regarding recruiting, onboarding, performance management, and employee relations.
• Develop customer relationships and resolve escalated service concerns.
• Monitor departmental budget, revenue, gross profit, and cost controls.
• Utilize ERP systems, Microsoft 365, and reporting dashboards to monitor KPIs.
• Drive continuous improvement initiatives and operational excellence.

Skills

Leadership experience

Customer service

Communication

Organizational skills

Safety compliance

Team coaching

Problem solving

Education

Associate's or Bachelor's degree in Business/Engineering/Diesel Technology

Tools

Karmak ERP

Microsoft Office

Job description

CraneWorks in St. Louis, MO seeks a Service Manager to lead all shop and field service operations, delivering strong customer service and branch performance.

You will partner with Operations, Parts, Sales, and HR to develop employees, maximize technician productivity, and ensure safety and quality across the service organization. The role requires leadership across scheduling, budgeting, and KPI monitoring, with emphasis on safety compliance, continuous improvement, and cost controls.