Service Manager

Henry North; Churubusco (IN); On-site; USD 90,000 - 115,000; Full time

Job summary

Henry North in northern Indiana seeks a Service Manager to lead the service operation across northern Indiana and southwest Michigan. You will build and run the processes that drive service growth (planned maintenance, scheduling, WIP management, and quoting) and develop a team of field and shop technicians, service advisors, and dispatch to clear expectations.

The role works closely with the General Manager and Parts to manage service metrics and grow service as a core part of the business,

Qualifications

• Experience leading service operations in material handling or lift truck sectors.
• Hands-on technical credibility combined with operational and process management skills.
• Track record of developing people, delegating, and holding a team accountable.
• Experience building PM, scheduling, WIP, and quoting processes and managing service metrics.
• Clear written and verbal communication across Service, Parts, Dispatch, and customers.

Responsibilities

• Lead, coach, and hold accountable field technicians, shop technicians, service advisors, and dispatcher.
• Build, grow, and manage the PM program as the foundation of the service business.
• Establish company-driven scheduling; prioritize work by location, skill, and urgency.
• Own daily WIP process; monitor aging, resolve stalled jobs, ensure complete/billed work orders.
• Own the service quote process from technician findings to customer follow-up with clear ownership.
• Partner with Parts Manager to align parts availability and handoffs to avoid delays.
• Identify training needs and tooling gaps; implement improvements.
• Track and report service performance metrics; align with 100-day plans with clear owners.

Skills

Team leadership

PM program

Scheduling

Dispatch

WIP management

Quoting process

Parts collaboration

Process improvement

Reporting metrics

Financial management

Customer experience

Safety and quality

Tools

Tinnacity

HubSpot

ERP systems

Microsoft 365

Job description

The Service Manager leads the service operation across the northern Indiana and southwest Michigan. The role builds and runs the processes that drive service growth (planned maintenance, company-driven scheduling, WIP management, and quoting) and develops a team of field and shop technicians, service advisors, and dispatch to clear expectations. Working closely with the General Manager and Parts, the Service Manager manages to service metrics and grows service as a core part of the business.

Essential Duties and Responsibilities

• Team leadership and development: Lead, coach, and hold accountable the field technicians, shop technicians, service advisor(s), and dispatcher. Set clear expectations, hold regular one-on-ones, use technician scorecards, make full use of the lead technician and peer-to-peer mentoring, and build clear career paths. Delegate and develop rather than perform the work personally.
• Planned maintenance program: Build, grow, and manage the PM program as the foundation of the service business. Ensure PMs are scheduled and completed on time and that inspection findings are converted into customer quotes.
• Scheduling and dispatch: Establish company-driven scheduling in Tinnacity. Work with Dispatch to assign field and shop work by priority, skill set, and location, and track scheduled job completion.
• WIP and work order management: Own a daily WIP process. Monitor WIP and work order aging, resolve stalled jobs, and ensure work orders are completed, documented, and closed promptly for billing.
• Quoting and follow-up: Own the service quote process from technician findings through Parts to the customer and documented follow-up, working with the Parts and Service Estimate Coordinator. Every open quote should have an owner, current status, and next action.
• Parts and service collaboration: Partner with the Parts Manager to remove silos between departments, align on parts availability and handoffs, and resolve issues that delay service work.
• Process, training, and tooling: Establish and document service best practices. Identify technician training needs and tooling or technology gaps, and recommend and implement improvements.
• Planning and reporting: Track and report service performance metrics. Partner with the General Manager on focused 100-day plans for the department, with specific owners and actions, and follow them through to completion.
• Financial responsibility: Accountable for service department revenue, profitability, and expense management.
• Customer experience: Ensure timely communication, responsive service, and effective resolution of customer concerns.
• Safety and quality: Ensure safe work practices and consistent repair and inspection quality.

Systems and Technology

Tinnacity: service scheduling, dispatch, work orders, WIP, and job status. HubSpot: quotes, customer contact, and follow-up. Company ERP and OEM/vendor systems: parts, pricing, and research. Microsoft 365: daily communication, reporting, and documents.

Qualifications

• Experience leading service operations at a material handling or lift truck dealer is strongly preferred. Service leaders from adjacent environments, such as heavy-duty truck, utility vehicle, or field service equipment dealers, or multi-site forklift fleet maintenance, are encouraged to apply. Prior people leadership is preferred; the company is open to developing the right person into the role.
• Technical credibility in equipment service, ideally through hands-on technician experience, combined with operational and process management skills.
• A track record of developing people, delegating, and holding a team accountable, with specific accomplishments to point to.
• Experience building and running PM, scheduling, WIP, and quoting processes and managing to service metrics; comfort with service, CRM, and ERP systems.
• Clear written and verbal communication, and the ability to work across Service, Parts, Dispatch, management, and customers.

Location and Travel

Based in northern Indiana. Regular travel throughout northern Indiana and southwest Michigan.

Compensation and Benefits

Key Accountability Expectations

Lead through others: set clear expectations, give the team the tools, training, and support to meet them, and follow through on accountability. Every open work order and quote should have a meaningful current status, owner, and next action. Service and Parts should work from the same information, and handoffs are complete when the receiving person or department understands the next step and ownership.

Recommended Performance Measures

Performance is evaluated through departmental financial results, operational effectiveness, customer satisfaction, and team development. Detailed metrics are maintained in the position’s scorecard.

This job description summarizes the position’s primary responsibilities and is not an exhaustive list. Responsibilities may be adjusted as business and customer needs change.