Service Manager

Abel Womack, Inc.; Wallingford (CT); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Anthem Medical

Dental

401(k) and Profit Sharing

Vision benefits

Flexible Spending Accounts

Life insurance

Disability insurance

Job summary

Abel Womack, Inc. is seeking an experienced Service Manager to lead and grow its Wallingford branch service department. You will drive financial performance, develop service talent, enhance customer satisfaction, and ensure operational excellence across service functions.

You will oversee all service operations, implement SOPs, coach personnel, and partner with Sales to deliver a seamless customer experience while maintaining strong OEM relationships and a safety-focused culture.

Qualifications

• 5-7 years of management experience in field/shop service operations in industrial equipment or material handling.
• Experience leading a dispersed field service workforce with accountability and consistency across teams.
• Experience responsible for departmental Profit & Loss performance.

Responsibilities

• Lead and manage all Service Department operations, including financial performance, staffing, customer satisfaction, and operational efficiency.
• Own P&L performance and participate in strategic planning and budgeting.
• Develop and improve SOPs and standard work practices for consistency and continuous improvement.
• Recruit, train, coach, mentor, and evaluate service personnel to build a high-performing team.
• Monitor staffing levels and allocate resources to meet demand and travel requirements.
• Foster accountability, teamwork, safety, and customer service excellence.
• Collaborate with Sales and other departments to ensure seamless customer experience and retention.
• Maintain relationships with OEMs and key partners.
• Oversee Customer Response Center and Warranty Administration to ensure timely billing and compliance.

Skills

Management experience

Field service leadership

Operational planning

Coaching & development

Communication skills

Education

Bachelor's degree in Business/Management

Tools

Excel

Job description

WALLINGFORD , Connecticut 06492 , United States

Full or Part Time

Full-time

Job Description

Service Manager

Wallingford, CT

$120,000-$160,000

Lead. Inspire. Drive Results.

Are you a proven service leader with a passion for operational excellence, customer satisfaction, and team development? Do you thrive in a fast-paced environment where you can directly impact profitability, service quality, and employee success?

Abel Womack is seeking an experienced Service Manager to lead and grow a dynamic material handling Service Department. This is a high-impact leadership role responsible for driving financial performance, developing service talent, enhancing customer satisfaction, and ensuring operational excellence across all service functions. If you’re ready to make an impact in the future of material handling, we’d love to hear from you.

What You'll Do

As Service Manager, you will oversee all aspects of branch service operations, ensuring a consistent, process-driven, customer-focused approach that delivers exceptional results for both our customers and our business.

Key Responsibilities

• Lead and manage all Service Department operations, including financial performance, staffing, customer satisfaction, and operational efficiency.
• Own departmental Profit & Loss performance and participate in strategic planning and annual budgeting processes.
• Develop, implement, review, and improve Standard Operating Procedures (SOPs) and standard work practices to ensure consistency and continuous improvement.
• Recruit, train, coach, mentor, and evaluate service personnel to build a high-performing team.
• Monitor staffing levels and allocate resources effectively to meet customer and business demands.
• Foster a culture of accountability, teamwork, safety, and customer service excellence.
• Partner closely with Sales and other departments to deliver a seamless customer experience and maximize customer retention.
• Maintain strong working relationships with OEMs and key business partners.
• Oversee Customer Response Center operations, ensuring service requests are accurately recorded and processed for timely billing and reporting.
• Manage Warranty Administration processes to maximize reimbursement and compliance.
• Ensure proper management of service agreements, contracts, and department documentation.
• Champion adherence to company Quality Management systems and Corporate Safety programs.
• Travel throughout Abel Womack territories to support customers, employees, and company initiatives.

What We're Looking For

Required Qualifications

• 5-7 years of successful management experience in field and shop service operations with expertise in industrial equipment, material handling, forklift, or a related technical industry.
• Demonstrated experience leading a geographically dispersed field service workforce through multiple levels of supervision, with the ability to establish clear expectations, maintain accountability, and ensure consistency across teams.
• Previous responsibility for departmental Profit & Loss performance.
• Strong operational planning and resource-management skills, including the ability to balance technician capacity, customer demand, travel requirements, emergency service needs, and territory coverage.
• Proven ability to coach and develop frontline managers and lead technicians, delegate effectively, and build leadership capability throughout the organization.
• Experience using service metrics and operational reports to monitor productivity, response times, utilization, overtime, callback rates, customer satisfaction, and overall team performance.
• Extensive knowledge of business operations, financial management, and service department best practices.
• Strong computer proficiency, including Microsoft 365 applications—particularly Excel—reporting tools, and enterprise business systems, with the ability to learn and effectively navigate new technology.
• Excellent communication skills and the ability to maintain regular, effective communication with remote employees, managers, customers, and internal business partners.
• Demonstrated ability to resolve escalated customer and employee issues professionally while balancing service quality, operational requirements, and business considerations. Strong knowledge of field safety practices, vehicle and equipment requirements, and the management of employees who travel directly from their homes to customer locations.
• Positive, professional attitude and strong customer-focused mindset.
• Proven team player with a collaborative leadership approach.
• Ability and willingness to travel regularly throughout Connecticut and into New York to support employees, visit customer locations, and maintain an active leadership presence across the territory.

Preferred Qualifications

• Bachelor's degree in Business, Management, or a related field.
• Experience managing change, standardizing processes, and driving consistent adoption of service procedures across multiple teams and locations.

Why Join Abel Womack?

At Abel Womack, we believe exceptional customer experiences begin with exceptional people. We invest in our employees, empower leaders to make decisions, and provide opportunities to grow professionally while making a meaningful impact on our customers and our business.

If you're ready to lead a high-performing service organization, drive operational excellence, and help customers discover the difference, we'd love to hear from you.

Abel Womack, Inc. offers a competitive benefits package which includes Anthem Medical, Dental, 401(k) and Profit-Sharing plans, Vision benefits, Flexible Spending Accounts, life, and disability insurance, and more.

ABEL WOMACK, Inc. is an Equal Opportunity Employer

Veterans encouraged to apply.

Accessibility Assistance: If you have a medical condition or disability and need a reasonable accommodation for any part of the employment process, please call 203-626-6499 and leave a message describing the nature of your request and providing your contact information. Abel Womack will only respond to inquiries concerning a request for reasonable accommodation from individuals who are unable to complete our online application.

Abel Womack is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, ancestry, gender identity, genetic information, age, sexual orientation, pregnancy, medical condition, disability, veteran or military status or any other characteristic protected by federal, state or local law.

The Raymond Corporation is an E-Verify Employer.