Service Manager

The-G.-W.-Van-Keppel-Company; Oklahoma City (OK); On-site; USD 65,000 - 98,000; Full time

Benefits offered by this job

Medical, dental, vision, and Rx

HSA options

401(k) with company match

Company-paid life and AD&D

Supplemental insurance options

Paid time off and company-paidholidays

Employee referral bonus

Job summary

The G.W. Van Keppel Company in Oklahoma City seeks a Service Manager to lead the service department, driving exceptional customer satisfaction and developing the team.

You will set and monitor KPIs, manage expenses, and ensure safety and compliance across operations. You will collaborate with branch leadership and customers to achieve business goals, while mentoring staff and promoting teamwork in a fast-paced industrial environment.

Qualifications

• High school diploma or equivalent required.
• Experience leading a service department or similar team.
• Strong customer service and relationship management skills.
• Experience managing performance and departmental operations.
• Knowledge of business operations, financial accountability, and KPIs.
• Ability to communicate effectively with employees, customers, and leadership.

Responsibilities

• Lead service department employees and drive KPI performance.
• Oversee budgeting, accounts receivable, and departmental expenses.
• Maintain a safe and compliant workplace and promote safety practices.
• Cultivate strong customer relationships and identify service opportunities.
• Coordinate with branch leadership, customers, and staff to meet objectives.

Skills

Leadership

Customer service

Communication

Financial acumen

Time management

Problem solving

Safety awareness

Education

High school diploma

Associate's or Bachelor's degree in related field

Job description

At Van Keppel, we're proud to be trusted partners to customers across the Midwest, providing industry-leading equipment, parts, service, and support. As we celebrate 100 years in business, we remain focused on the principles that have driven our success from the beginning: the perseverance and dedication of our employees, industry expertise, operational excellence, and an enduring commitment to customer success.When you join Van Keppel, you'll become part of a team that values collaboration, integrity, accountability, and respect. Our culture is built on teamwork and mutual support, where people are willing to step up, help one another, and work together to solve challenges.BENEFITSMedical, dental, vision, and prescription coverageHealth Savings Account (HSA) options401(k) with company matchCompany-paid life and AD&D insuranceSupplemental insurance optionsPaid time off and company-paid holidaysEmployee referral bonus programEmployment will be contingent upon successful completion of a background check and drug screening.JOB SUMMARYThe Service Manager is responsible for leading all service department operations to ensure exceptional customer satisfaction, employee development, operational efficiency, profitability, and adherence to company policies and safety standards. This role serves as the primary leader of the service department, coordinating with branch leadership, executive management, customers, and employees to achieve established business objectives and key performance indicators (KPIs). The Service Manager promotes Van Keppel's commitment to exceeding customer expectations while fostering a safe, professional, and productive work environmentESSENTIAL DUTIES & RESPONSIBILITIESLeadership & Department ManagementLead, mentor, motivate, and manage service department employees.Conduct employee evaluations at least twice annually.Maintain high employee morale and promote a culture of teamwork and accountability.Identify employee development opportunities and address performance concerns proactively.Complete required personnel action documentation for new hires and employee changes.Foster open communication and collaboration among departments.Customer ServiceEnsure the highest levels of customer satisfaction through regular communication and follow-up.Serve as the final point of escalation for service-related customer concerns.Anticipate potential customer issues and respond promptly and professionally.Build and maintain strong customer relationships while identifying future service opportunities.Work collaboratively across departments to deliver superior customer support.Financial & Operational ManagementDevelop, monitor, and manage department KPIs in partnership with branch and executive leadership.Manage departmental expenses and approve credit card purchases.Protect company financial interests through effective business management practices.Manage accounts receivable and work directly with company credit and collections personnel to ensure timely collection of outstanding balances.Monitor slow-paying, COD, and no-sale accounts.Maintain work-in-process records and ensure jobs are costed within seven days of the last posted labor entry.Identify and develop new customer accounts and business opportunities.Facility, Equipment & Inventory ManagementMaintain company facilities, service vehicles, tools, and equipment in a professional manner.Ensure company property remains organized, clean, and well-maintained.Manage inventories of parts and equipment as assigned.Promote operational excellence throughout all service department activities.Safety & ComplianceMaintain the highest standards of workplace safety.Conduct regular facility inspections in accordance with company safety guidelines.Lead monthly safety meetings and reinforce safe work practices.Ensure service department employees operate safely at all times.Support the company's goal of maintaining a 100% accident-free workplace.Ensure compliance with all company policies, procedures, and required documentation.Communication & CollaborationParticipate in required company and branch meetings.Communicate effectively with executive leadership, branch management, customers, and employees.Promote respectful, honest, and professional interactions.Support organizational initiatives and continuous improvement efforts.Perform other duties as assigned by ownership or executive management.REQUIREDHigh school diploma or equivalent.Heavy equipment, construction equipment, agricultural equipment, or industrial service management experience.Demonstrated leadership or supervisory experience within a service-related environment.Strong customer service and relationship management skills.Experience managing employee performance and departmental operations.Knowledge of business operations, financial accountability, and performance metrics.Ability to communicate effectively with employees, customers, and leadership.Valid driver's license and acceptable driving record.Ability to work in a safety-sensitive environment.PREFERREDAssociate's or Bachelor's degree in Business, Management, Technical Service, or a related field.Experience managing service department KPIs, profitability, and workforce planning.Previous experience with budgeting, accounts receivable management, and operational reporting.SKILLS & COMPETENCIESLeadership and employee developmentCustomer relationship managementStrategic planning and executionFinancial and business acumenConflict resolution and problem solvingOrganizational and time management skillsWritten and verbal communicationDecision-making and accountabilityCollaboration and teamworkAdaptability and continuous improvement mindsetSafety awareness and compliance focusPHYSICAL REQUIREMENTSAbility to work in both office and shop environments.Frequent standing, walking, sitting, and use of a computer.Ability to communicate effectively in person and by phone.Occasional lifting, carrying, pushing, or pulling of materials up to 25 pounds.Ability to inspect facilities, equipment, and work areas as needed.Ability to safely navigate shop, yard, and customer environments.The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation.ENVIRONMENT & SAFETYThis position operates in a combination of office, shop, and outdoor environments. Exposure to moving mechanical equipment, loud noises, weather conditions, dust, and other industrial worksite hazards may occur. Personal protective equipment (PPE) must be worn when required.This position has been designated as a Safety-Sensitive Role. Employees are expected to maintain compliance with all company safety requirements and actively support a safe working environment for all team members.Employment Disclaimer: The duties described above are general in nature for the level of work performed and are not intended to be used as a comprehensive list of all the duties, activities, and responsibilities required of job incumbents. Management may assign other duties, activities, and responsibilities as it deems appropriate for the scope of this position and shall be considered a part of this job description. Management has the right to revise this position description at any time, and the duties and responsibilities listed herein do not qualify as a contractual agreement for employment at any time. The Company is an at-will employer, allowing the employee or the employer to sever the work relationship at any time, with or without notice, and with or without causeEqual Employment Opportunity Policy: The G.W. Van Keppel Company maintains a policy of non-discrimination and complies with and supports all federal, state and local laws regarding employment discrimination. Specifically, the Company does not discriminate in employment opportunities or practices on the basis of race, color, gender, gender identity, sexual orientation, religion, national origin, age, citizenship status, pregnancy, mental or physical disability, marital status, veteran status, genetic information or any other characteristic to the extent prohibited by Federal, state or local law.