Service Manager

WEILER INC; Knoxville (IA); On-site; USD 90,000 - 120,000; Full time

Job summary

WEILER INC in Knoxville, IA is seeking a Service Manager to lead the Service Department and provide exceptional customer support. You will oversee field service, remote support, troubleshooting documentation, and warranty processes while acting as a key liaison between customers, Sales, Engineering, and Production.

This role requires strong leadership, excellent communication, and a track record of managing service teams and driving uptime.

Qualifications

• Bachelor’s degree in a related field preferred, or an equivalent combination of education and experience.
• Five to ten years of relevant experience with offroad equipment and management of personnel.
• Excellent interpersonal and communication skills, both over the phone and in person.
• Ability to read, write and comprehend documents; read hydraulic/electrical schematics.
• Proficient with Microsoft Office; CRM experience preferred.
• Detail-oriented with proven organizational skills and time/resource management.

Responsibilities

• Leads efforts to educate and support dealer personnel on Weiler equipment to maximize uptime and resolve issues quickly.
• Leverages dealer work orders, warranty claims, and telematics to identify issues and drive improvements.
• Serves as an escalation point for critical customer and dealer concerns.
• Oversees and develops Service Training for dealer technicians.
• Drives development of service documentation, troubleshooting procedures, and service communications.
• Collaborates with Engineering and Sales to resolve complex issues and warranty considerations.

Skills

Interpersonal communication

Communication skills

Detail-oriented

Time management

People management

Mechanical aptitude

Education

Bachelor’s degree in a related field

Job description

Job Location: Knoxville, IA 50138 | Position Type: Full Time | Job Shift: Day (1st)

SUMMARY

Responsible for leading the Service Department to provide exceptional customer support. Oversees field service, remote support, technical and troubleshooting documentation, and warranty. The Service Manager serves as a key liaison between customers, Sales, Engineering, and Production.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Leads efforts to educate and support dealer personnel on Weiler equipment to maximize uptime and ensure rapid, effective resolution of issues.
• Leverages data from dealer work orders, warranty claims, telematics, and other sources to identify issues and drive continuous improvement of product design and manufacturing.
• Serves as an escalation point for critical customer and dealer concerns.
• Oversees and develops Service Training for dealer technicians.
• Drives development of service documentation, troubleshooting procedures, and service communications.
• Collaborates with Engineering when necessary to resolve complex technical issues.
• Collaborates with Sales to negotiate warranty and goodwill coverage in escalation situations, including machine buybacks or discounting.
• Travel up to 25% of the time, including international travel.
• Works in a safe manner at all times, following all safety guidelines.

SUPERVISORY RESPONSIBILITIES

This job has supervisory responsibilities for Service Specialists, Warranty Administrators, and Field Service Technicians.

QUALIFICATIONS

EDUCATION and/or EXPERIENCE

Bachelor’s degree in a related field preferred, or an equivalent combination of education and experience. Five to ten years of relevant experience with offroad equipment and management of personnel is desired.

CERTIFICATES, LICENSES, REGISTRATION

None

COMMUNICATION SKILLS

Excellent interpersonal and communication skills, both over the phone and in person. Ability to read, write and comprehend documents and correspondence. Ability to effectively present information to internal and external individuals and groups. Ability to read technical instructions in diagram form, such as hydraulic and electrical schematics.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.

COMPUTER SKILLS

Proficient with Microsoft Office including Word and Excel. Experience with CRM preferred. Ability to learn new computer software programs.

ADDITIONAL SKILLS

Detail-oriented with proven organizational skills. Ability to effectively manage time and resources. Ability to maintain positive interpersonal relationships and encourage openness with customers and peers. Ability to effectively manage employees, even when working remotely. Superior mechanical aptitude.