Service Manager

Westbury Search Group; Salem (NH); On-site; USD 75,000 - 95,000; Full time

Job summary

A leading recruitment agency is seeking an experienced Service Manager to oversee service operations in Salem, New Hampshire. The ideal candidate will have extensive technical knowledge in heavy equipment and a proven track record in service leadership. Responsibilities include managing service quality, recruiting and training staff, and implementing improvements for customer satisfaction. If you are detail-oriented and thrive in a fast-paced environment, this is an excellent opportunity to advance your career.

Qualifications

• 7–9 years of experience in service leadership, maintenance management, or technical supervision.
• Hands-on leadership background in diagnostics, repair oversight, and scheduling.
• Experience managing service performance metrics and customer satisfaction.

Responsibilities

• Lead service operations and customer interactions, ensuring service quality.
• Implement processes to improve efficiency and customer experience.
• Recruit, train, and mentor technical staff and supervisors.

Skills

Technical knowledge of heavy equipment

Service leadership

Diagnostic capabilities in electrical systems

Interpersonal skills

Customer service skills

Organizational skills

Tools

Microsoft Word

Microsoft Excel

Job description

We are seeking an experienced and proactive Service Manager to lead and continuously improve our service, repair, and refurbishment functions. This role goes well beyond day to day maintenance oversight. You’ll be responsible for building a disciplined, customer focused service operation while developing a strong team culture centered on safety, accountability, and performance.

The successful candidate brings a strong technical foundation in aerial lift equipment or heavy machinery, combined with the leadership skills needed to guide technicians and supervisors in a fast paced environment. You will influence operational strategy, streamline workflows, and ensure service delivery consistently meets high standards for quality and reliability.

Core Responsibilities

Service Operations & Customer Satisfaction

• Serve as the primary point of leadership for service related customer interactions, including scheduling, communication, invoicing review, and maintenance planning.
• Design, refine, and implement service processes that improve efficiency, turnaround time, and overall customer experience.
• Set departmental performance targets and manage service budgets in alignment with company goals.
• Establish standardized procedures to ensure consistent service quality across all service activities.
• Ensure work orders are properly closed with accurate labor entries, parts usage, and documentation.
• Oversee preventative maintenance programs and required safety inspections.
• Partner with internal teams such as Marketing and Warranty to support service promotions, verify coverage, and resolve claims efficiently.
• Recruit, train, mentor, and evaluate supervisors and technicians to support skill development and performance expectations.
• Promote and enforce a safety-first culture by ensuring compliance, conducting investigations, and addressing incidents promptly and thoroughly.
• Manage shop tools, service equipment, and fleet assets to ensure availability and proper condition.
• Coordinate closely with Parts to maintain appropriate inventory levels and minimize service delays.
• Support additional operational initiatives and responsibilities as needed.

Required Skills & Qualifications

• Extensive technical knowledge of heavy equipment, aerial lifts, or comparable machinery.
• Proven experience leading service or maintenance operations.
• Strong diagnostic capabilities in electrical and hydraulic systems.
• Demonstrated ability to lead, motivate, and hold teams accountable.
• Excellent interpersonal, communication, and customer service skills.
• Proficiency with standard business software (Microsoft Word, Excel); CRM experience preferred.
• Valid driver’s license with a strong driving record.
• Highly organized, detail oriented, and comfortable working with performance data and reports.
• Ability to thrive in a high volume environment while maintaining responsiveness and service excellence.
• Background in parts or inventory management is beneficial.

Experience Expectations

• 7–9 years of progressive experience in service leadership, maintenance management, or technical supervision within heavy equipment, construction equipment, or related industrial fields.
• Hands‑on leadership background with direct involvement in diagnostics, repair oversight, scheduling, and workflow execution.
• Track record of managing service performance metrics, safety compliance, and customer satisfaction in demanding operational settings.

Preferred Certifications

• IPAF certification
• CPR / AED certification
• Forklift certification (training available if not currently certified)