Service Manager

Herk & Associates - Heavy Equipment Jobs; Arkansas; On-site; USD 70,000 - 110,000; Full time

Job summary

Herk & Associates - Heavy Equipment Jobs in Northeast Arkansas seeks a Service Manager to lead a large, fast-paced service department focused on operational excellence and customer satisfaction.

The role requires managing Field Service Managers, coordinators, and technicians, driving growth through recruiting, onboarding, and training, and maintaining strong safety and process standards for minimum downtime and maximum profitability.

Qualifications

• 3+ years of Service Management or operational leadership experience in heavy equipment, industrial equipment, trucking, or related industries.
• Experience managing large technician teams and fast-paced service operations.
• Strong customer service and communication skills to handle escalated issues professionally.
• Experience improving operational processes, workflow, and department performance.
• Technical service background or strong understanding of equipment service operations is highly preferred.

Responsibilities

• Oversee daily Service Department operations, processes, workflow, and profitability.
• Lead and support a team of Field Service Managers, Coordinators, and technicians.
• Drive technician recruitment, onboarding, training, and retention initiatives.
• Monitor KPIs like labor efficiency, profitability, response times, and first-time fix rates.
• Ensure high-quality repairs, clear communication, and exceptional customer service across service ops.
• Manage dispatch, repair scheduling, PM programs, and technician productivity to minimize downtime.
• Collaborate with Parts, Rental, Sales, and Warranty to align operations and customers.
• Oversee service vehicle fleet operations, tooling, and inventory coordination.
• Maintain financial oversight including expenses, labor utilization, and revenue growth.
• Promote safe practices, technician training, and compliance with safety standards.
• Build long-term customer relationships and identify opportunities to grow service business.

Skills

People management

Leadership

Customer service

Communication

Safety compliance

Job description

A growing equipment organization is seeking a Service Manager to lead service operations in the Northeast Arkansas area. This leadership role is responsible for overseeing a large, fast-paced service department focused on operational excellence, technician development, customer satisfaction, and long-term department growth.

The ideal candidate will bring strong service leadership experience within heavy equipment, material handling, industrial equipment, trucking, or related industries. This individual must be comfortable managing large technician teams, driving operational performance, and building a strong service culture centered around accountability, safety, and customer support.

Responsibilities

• Oversee all daily Service Department operations, processes, workflow, and profitability
• Lead and support a team consisting of Field Service Managers, Service Coordinators, and technicians
• Drive department growth initiatives including technician recruiting, onboarding, training, and retention
• Monitor and improve operational KPIs including labor efficiency, profitability, response times, work order close times, and first-time fix percentages
• Ensure high-quality repairs, strong communication, and exceptional customer service throughout all service operations
• Manage dispatch flow, repair scheduling, PM programs, and technician productivity to minimize customer downtime
• Work closely with Parts, Rental, Sales, and Warranty departments to improve operational alignment and customer satisfaction
• Oversee service vehicle fleet operations, tooling, inventory coordination, and service support resources
• Maintain strong financial oversight including expense control, labor utilization, service revenue growth, and department profitability
• Promote and enforce safe work practices, technician training, and compliance with company safety standards
• Build long-term customer relationships while identifying opportunities to expand service business and customer retention
• Lead process improvement initiatives focused on operational consistency, efficiency, and department scalability

Qualifications

• 3+ years of Service Management or operational leadership experience within heavy equipment, industrial equipment, trucking, material handling, or related industries preferred
• Proven experience managing large technician teams and fast-paced service operations
• Strong customer service and communication skills with the ability to manage escalated issues professionally
• Experience improving operational processes, workflow, and department performance
• Technical service background or strong understanding of equipment service operations highly preferred