Service Manager

Human Capital Solutions, Inc.; Wilmington (NC); On-site; USD 90,000 - 130,000; Full time

Job summary

Human Capital Solutions, Inc. is seeking a Service Manager in the Wilmington, NC area to lead the service department. You will own the P&L, drive profitability, manage scheduling and capacity, and develop a high-performing team.

In this customer-facing role, you will oversee operations from intake to delivery, coordinate with Parts and Sales, ensure OSHA compliance, and grow service revenue through stronger client relationships and new accounts.

Qualifications

• 5+ years in a customer-facing industrial parts or service environment (trailer, trucking, fleet maintenance or industrial equipment preferred).
• 2+ years of management experience leading a team.
• Proven experience managing departmental budgets, service revenue, productivity, and profitability.
• Hands-on experience with work orders, estimates, parts coordination, and technician scheduling.
• Proficiency with service management systems and Microsoft Office; CDK or similar system experience preferred.

Responsibilities

• Oversee service operations from trailer check-in through repair, invoicing, and customer pickup.
• Partner with the Assistant Shop Manager on technician scheduling, shop capacity, parts availability, and turnaround times.
• Serve as the primary customer contact for estimates, timelines, progress updates, and issue resolution.
• Own the department P&L, including revenue, expenses, labor productivity, and profitability, with monthly reviews.
• Lead hiring, onboarding, training, performance management, and retention for service personnel.
• Maintain a safe, organized shop and trailer lot in compliance with OSHA requirements and company policy.
• Grow service revenue by strengthening existing customer relationships and developing new accounts.
• Collaborate with Parts, Sales, and peer service managers across company locations.

Skills

Customer-facing

Leadership

Budget management

Scheduling

Service systems

CDK knowledge

MS Office

Tools

CDK

Microsoft Office

Job description

Our client is a well-established semi-trailer sales, parts, and service company with more than 25 years in the industry and multiple locations. The organization is known for a values-driven culture built on integrity, teamwork, and accountability to customers and employees alike.

The Opportunity

Our client is seeking a Service Manager to lead its Wilmington area service department. This is a customer-facing business leadership role with full accountability for department results, service profitability, workflow, team development, and safe, reliable customer delivery. Reporting to the Operations Manager and/or COO, you will take ownership of a newer, more efficient facility and build the systems and team to make the most of it.

What You’ll Do

• Oversee service operations from trailer check-in through repair, invoicing, and customer pickup
• Partner with the Assistant Shop Manager on technician scheduling, shop capacity, parts availability, and turnaround times
• Serve as a primary customer contact for estimates, timelines, progress updates, and issue resolution
• Own the department P&L, including revenue, expenses, labor productivity, and profitability, with monthly reviews alongside leadership
• Lead hiring, onboarding, training, performance management, and retention for service personnel
• Maintain a safe, organized shop and trailer lot in compliance with OSHA requirements and company policy
• Grow service revenue by strengthening existing customer relationships and developing new accounts
• Collaborate with Parts, Sales, and peer service managers across company locations

What Success Looks Like

In your first 6 months, you’ll establish a predictable daily workflow for the new facility, set baseline performance and profitability measures with leadership, and put a prioritized plan in place for safety, onboarding, and technician development. By the end of year one, you’ll have delivered measurable gains in turnaround time, department profitability, customer satisfaction, and technician retention.

What You Bring

• 5+ years in a customer-facing industrial parts or service environment; trailer, trucking, fleet maintenance, or commercial equipment strongly preferred (agricultural, construction, or industrial equipment experience considered)
• 2+ years of management experience leading a team
• Experience in a structured dealership environment with established procedures and performance metrics
• Proven experience managing departmental budgets, service revenue, productivity, and profitability
• Hands‑on experience with work orders, estimates, parts coordination, and technician scheduling
• Proficiency with service management systems and Microsoft Office; CDK or similar system experience strongly preferred
• Valid driver’s license and clean driving record

Preferred

• Warranty administration, recall procedures, and parts/inventory management experience
• Background implementing training, onboarding, or safety programs
• Track record of growing service accounts or departmental revenue
• CDL

Travel:

Limited regional travel, less than 10%