Service Excellence & Dispatch Operations Lead

MAG Heavy Equipment; Belgrade, Northern (MT, KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

MAG Heavy Equipment seeks a Service Manager to lead the Branch Service Department and drive top-tier customer satisfaction. You will coach and direct service staff, optimize work in progress, and ensure accurate planning, quoting, parts availability, and staffing.

You will maintain open communication with customers and within the company, monitor performance and morale, dispatch technicians, and support career development and training paths for the team.

Qualifications

• High School or Equivalent or better.
• Service experience preferred; basic typing skills and PC skills (Word/Excel) required.

Responsibilities

• Coaching and providing direction to Service Department employees
• Managing Work in Process according to assigned metrics
• Monitoring, enhancing, and maintaining employee performance
• Ensuring efficient job planning, accurate quoting, parts availability, and proper manpower allocation
• Addressing and resolving customer objections and concerns
• Maintaining open communication with customers, updating them on repair statuses as needed
• Monitoring both customer satisfaction and employee morale, and initiating improvements as necessary
• Reducing customer downtime through precise and efficient job planning and execution
• Maintaining clear and effective communication within the company
• Coaching and developing divisional supervisors
• Dispatching technicians as needed
• Ensuring that technicians are aware of and progressing on their career paths and training requirements

Skills

Coaching

Team Leadership

Customer Communication

Problem Solving

Education

High School Diploma or equivalent

Job description

MAG Heavy Equipment seeks a Service Manager to lead the Branch Service Department and drive top-tier customer satisfaction. You will coach and direct service staff, optimize work in progress, and ensure accurate planning, quoting, parts availability, and staffing.

You will maintain open communication with customers and within the company, monitor performance and morale, dispatch technicians, and support career development and training paths for the team.