Service Manager

Illinois Crane Inc; Rowley (MA); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Illinois Crane Inc. in Rowley, MA seeks a Service Manager to oversee daily service operations, coordinating with coordinators, sales staff, and customers to prioritize and execute work efficiently.

The role requires strong communication, leadership, and safety mindset, with responsibilities including adherence to safety programs, building customer relationships, invoicing, scheduling, and providing 24/7 support.

Qualifications

• Bachelor's degree in business administration, communications, or related field preferred.
• 2–5 years in an administrative/office management role.
• Strong written and verbal communication to produce reports and assign tasks.
• Flexibility to adapt to changing needs.
• Leadership to manage challenges and oversee employees.
• Organizational/time management and attention to detail.

Responsibilities

• Oversee day-to-day service branch operations with coordinators, sales staff, and customers.
• Maintain strong customer relationships and ensure high levels of service delivery.
• Approve invoicing, time entries, and payroll for technicians.
• Define job expectations and pre-job reviews with technicians.
• Coordinate staffing and scheduling to meet demand.
• Support quoting and customer service for key accounts.
• Provide 24/7 on-call technician and customer support.

Skills

Communication

Leadership

Organization

Time management

Microsoft Office

Self-starter

Problem-solving

Interpersonal skills

Education

Bachelor's degree in business or related field

Tools

Microsoft Office Suite

Job description

24/7 emergency service always available to our customers.

A rewarding career serving the manufacturing industry awaits you at Illinois Crane! As an employee at Illinois Crane Incorporated, you will enjoy being part of a dedicated team of professionals– a group of experts providing plant automation and material handling solutions on a daily basis to some of the largest manufacturers in the Midwest!Illinois Crane is always looking for people experienced in the plant automation/material handling field who are eager to work in a dynamic, team-oriented environment. The company seeks people with exceptional skills… people with the drive and desire to provide superior service to their customers …people that always strive for the highest level of professionalism …people who want to SUCCEED!

Looking to advance your career with a company that values skills? Lift Solutions has an opportunity for you. Lift Solutions provides end-to-end industrial lifting solutions. We offer OSHA compliance inspections, crane equipment, aftermarket services and parts for overhead cranes and other lifting equipment. Lift Solutions is committed to driving progress and efficiency. Our dedication to excellence and customer satisfaction ensures that every industry benefits from our expertise, state-of-the-art technology, and unwavering commitment to sustainability and safety.

The Service Manager is responsible day-to-day service branch operations by working with the coordinators, sales staff, and customers to prioritize and execute the work of the day. We are looking for an individual who is adaptive to a changing environment, good communication skills, strong interpersonal skills, has a safety mindset, and works well within a team.

Duties & Responsibilities

• · Manage adherence to company safety program and promotes safety culture.
• · Develop and maintain solid customer relationships.
• · Resolve issues with service delivery and invoicing.
• · Define job expectations (time, work to be completed) and perform pre-job review with technicians.
• · Perform weekly GPS Audits.
• · Assist in collections on outstanding sales as needed.
• · Ensure Service team is delivering high level customer service (VOC) Management.
• · Ensure proper staffing levels of service department administration and technicians to meet customer demand.
• · Inventory and maintain company equipment including trucks, trailers, lifts, PPE and tools.
• · Perform job performance auditing.
• · Responsible for Escalation and a point for Urgent Service and after-hours dispatch.
• · Work with Service and Inspection Coordinators to optimize scheduling and utilization.
• · Review documentation (time entries, service reports) produced by technicians to ensure completeness and accuracy.
• · Audit time entries and approves payroll.
• · Process and approve Technician time in InspectAll and Paylocity payroll applications.
• · Support customers and Sales department in quoting.
• · Provide 24/7 on-call Technician and Customer support.
• · Forecasting and reporting of monthly sales and KPI performance.
• · Ensure Invoicing is done on time and within margin expectations.
• · Ensure orders enter/exit order book in timely fashion.
• · Manages warranty claims.
• · Manages key account orders.
• · Provide and coordinate resources for large projects.
• · Less than 5% travel.

Requirements

Education & Qualifications

• · Bachelor's degree in business administration, communications, or experience in a related field preferred.
• · 2-5 years of work experience in an administrative/office management role.
• · Strong written and verbal communication skills to produce reports, assign tasks, accept instructions.
• · Flexibility to help them adjust to new tasks should company or office needs change.
• · Strong interpersonal skills to interact positively with all employees.
• · Leadership ability to manage challenges and oversee employees.
• · Strong organizational and time management skills, and ability to prioritize.
• · Must be a self-starter and driven.
• · Excellent communication and interpersonal skills.
• · Strong problem-solving skills and analytical abilities.
• · Must be proficient with Microsoft Office suite.
• · Attention to detail to ensure tasks are completed thoroughly and correctly.