Service Department Leader: Drive Revenue & Customer Care

Company Wrench Ltd.; Ohio; On-site; USD 90,000 - 120,000; Full time

Job summary

Company Wrench Ltd. is seeking a Service Manager to own and supervise the service department at a specific branch. The role focuses on customer communication, safe operations, and efficient service execution.

You will lead a team of technicians, coordinate dispatch, ensure accurate quotes within 24 hours, drive revenue through new service work, and uphold pricing integrity and policy compliance.

Qualifications

• High School Diploma; Diesel, Technical, or College Degree preferred.
• Five years of experience in heavy, industrial, or over-the-road equipment service operations preferred.
• Five years' experience dispatching technicians or working as a field service technician required.

Responsibilities

• Ensure communication with customers is accurate, timely, and realistic.
• Provide fair and equitable pricing and solutions for services and repairs.
• Ensure the department has all necessary tooling and resources needed to safely and efficiently complete service work.
• Develop and act on plans for acquiring new and additional existing customer service work to drive revenue.
• Maintain departmental objectives and goals with achievable, measurable targets.
• Ensure all work is conducted in a safe manner.
• Assist in recruiting, hiring, and training of all service department employees.
• Ensure staff are registered and complete scheduled training.
• Support professional and management development of key department staff through training.
• Ensure all company policies and procedures are followed.
• Determine repair methodologies and job flows to maximize effectiveness and customer satisfaction.
• Maintain service department vehicles, equipment, and tooling safely and tracked.
• Follow warranty procedures and documentation for service work.
• Provide accurate quotes for service work within 24 hours; answer inbound calls promptly.
• Secure and forward credit applications to Credit Manager; originals destroyed after upload.
• All other tasks as assigned

Skills

Customer service

Leadership

Organization

Communication skills

Pricing & financial awareness

Problem solving

Computer proficiency

Task prioritization

Education

High School Diploma

Diesel/Technical/College Degree preferred

Job description

Company Wrench Ltd. is seeking a Service Manager to own and supervise the service department at a specific branch. The role focuses on customer communication, safe operations, and efficient service execution.

You will lead a team of technicians, coordinate dispatch, ensure accurate quotes within 24 hours, drive revenue through new service work, and uphold pricing integrity and policy compliance.