Service Manager

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

Overview

The Service Manager is responsible and assumes complete ownership of the management and supervision of all functions within the service department for a specific branch.

Job Outline

The Service Manager will fulfill the following duties and responsibilities as well as other duties and responsibilities as assigned.

• 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. All objectives will be achievable and quantitatively measurable.
• Ensure all work is conducted in a safe manner
• Assist in recruiting, hiring, and training of all service department employees.
• Responsible for ensuring staff get registered and complete scheduled training
• Responsible for the professional and management development of the key department employees through internal or outside training on an ongoing basis.
• Ensure all Company policies and procedures are followed.
• Responsible for determining repair methodologies and job flows to maximize the effectiveness, efficiency, and customer satisfaction of all service functions.
• Ensure all service department vehicles, equipment, and tooling is safe, well maintained, inventoried, tracked, and accounted for.
• Ensures all Manufacture Warranty procedures are followed and understood such as warranty pictures, documentation, etc.
• Ensures accurate quotes for service work for any internal department is provided within 24 hours. Ensures all inbound phone calls are answered in 3 rings with CW’s official call formula.
• Ensure credit applications are secured, keep confidential, and sent to Credit Manager. Originals are to be destroyed once the credit application is uploaded into the business system.
• All other tasks as assigned

Supervisory Responsibility

This position supervises all service personnel, which may include, for example, Assistant Service Manager, Shop Foreman, Service Writer, Shop Technicians, Field Technicians, Technician Apprentice, Shop Helper, Wash Bay Attendant, and Yard Person.

Travel

Minimal travel is expected for this position.

Education and Experience

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

Required Requisites

• Excellent Customer Service and communication skills
• Strong organizational skills
• Strong Leadership Skills
• Excellent employee management relations skills
• Strong computer and systems knowledge
• Ability to prioritize tasks

Specific skill requisites

• Strong working knowledge of equipment operations and mechanical functions.
• Strong shop floor management knowledge.
• Good business acumen.
• A solid understanding of pricing principles and discounting effects.
• Good understanding of financial reporting principles.

Position Type/Expected Hours of Work

This is a Full-Time position. This position is expected to be in the office Monday through Friday during standard working hours 7 am-5 pm. Occasional long hours are required as needed. Ability to answer customer calls 24 hours a day to provide the “Cutting Edge of Customer Service.”

Work Environment

Office environment, service, and repair shop. At times, there is a possibility of working in the field. Exposed to various work surfaces both inside and outside. The work is usually performed inside, but exposures to different environments occur frequently.

Physical Demands

This position will frequently sit for long periods and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing, and move equipment. They occasionally lift, handle, and carry parts and equipment weighing up to 50 pounds unassisted. May move moderately heavy items with assistance or with mechanical devices, including objects weighing up to or over 50 pounds.

Equal Opportunity Statement

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.