Service Manager - Bobcat of York

Crownstone Equipment; York (York County); Sur place; USD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Medical benefits

Insurance (Dental/Vision/Life)

401(k) match

Paid holidays

Paid time off

EAP

Employee discounts

Team culture

Résumé du poste

Crownstone Equipment, an affiliate of McGrew Management Company, seeks a Service Manager to lead our service department and drive daily operations. You will supervise service technicians, coordinate with the Service Writer, and partner with the Branch Manager to ensure quality repairs, safety, and customer satisfaction.

The role emphasizes staff development, process improvement, and adherence to company standards across Shop and Field Service activities, with a focus on efficiency and

Qualifications

• 3+ years in heavy equipment or related service environment.
• Previous leadership or supervisory experience preferred.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to prioritize competing demands and manage service workflow.
• Familiarity with service department operations and invoicing processes.
• Working knowledge of computers and service management systems.
• High school diploma or equivalent; associate degree or technical training preferred.

Responsabilités

• Directly supervise service technicians and set productivity standards.
• Prioritize workloads based on repairs, capacity, and commitments.
• Oversee daily Shop and Field Service operations to ensure progress and commitments.
• Coordinate with the Service Writer to manage schedules and customer commitments.
• Monitor labor efficiency, repair turnaround times, and open work orders.
• Review performance and identify opportunities to improve efficiency and service quality.
• Provide ongoing coaching and guidance to address performance gaps.
• Address performance, attendance, conduct, and quality concerns promptly.
• Ensure accurate work orders, invoicing readiness, and proper documentation.
• Support technician onboarding and manufacturer-specific training.

Connaissances

Leadership

Communication

Organizational skills

Problem solving

Formation

High school diploma

Associate degree or technical training

Outils

CDK

Microsoft Office

Description du poste

Crownstone Equipment is seeking a service-oriented and results-driven Service Manager to lead our service department and oversee daily operations. This role is ideal for someone who combines strong leadership and organizational skills with a commitment to customer satisfaction, technician development, and operational efficiency. The Service Manager is responsible for directing service technicians, managing department workflow, addressing performance concerns, and ensuring equipment repairs are completed safely, accurately, and efficiently. Working closely with the Branch Manager, Service Writer if applicable, technicians, and Parts Department, this position plays a key role in maintaining service quality, developing employees, and supporting the overall success of the dealership.

Company Description

Crownstone Equipment, an affiliate of McGrew Management Company, is a leading dealership proudly representing premium brands such as Bobcat®, Toro®, Echo®, and Stihl®. With multiple locations across Pennsylvania (Reading, Lancaster, York) and Maryland (Frederick, Hagerstown), Crownstone is committed to delivering exceptional equipment, service, and customer support. Our team takes pride in professionalism, collaboration, and care - serving customers like family and building lasting partnerships in the construction and landscaping industries.

What McGrew Management Company Offers You

• A growing company with opportunities for career advancement
• Comprehensive medical benefits for full-time employees
• Dental, vision, life, and disability insurance for full-time employees
• 401(k) retirement plan with company match
• Paid holidays for full-time employees
• Paid time off for full-time and part-time employees
• Employee Assistance Program (EAP)
• Exclusive employee discounts & access to year-round employee merchandise store
• Supportive, team-oriented workplace culture

Role Description

The Service Manager oversees the daily operations, personnel, and performance of the service department, ensuring Shop and Field Service activities are completed safely, efficiently, and in accordance with company standards. This role provides direct supervision and leadership to service technicians, establishes workload priorities, monitors productivity and repair quality, and addresses employee performance concerns through appropriate coaching and documentation. The Service Manager works closely with the Service Writer to coordinate customer commitments and repair schedules while maintaining accountability for technician performance, service quality, and department workflow. In partnership with the Branch Manager, this position supports staffing, employee development, customer satisfaction, and the achievement of service department goals.

Essential Duties & Responsibilities

• Directly supervise and manage service technicians, providing day-to-day direction and establishing expectations for productivity, work quality, attendance, safety, and compliance with company procedures.
• Assign and prioritize technician workloads based on repair requirements, technician capabilities, customer commitments, parts availability, and department needs.
• Oversee daily Shop and Field Service operations to ensure repairs are progressing efficiently and customer commitments are being met.
• Manage department workflow and service scheduling in coordination with the Service Writer, adjusting priorities and resources as needed to address urgent repairs, workload changes, and scheduling conflicts.
• Monitor technician productivity, labor efficiency, repair turnaround times, open work orders, and other service department performance measures.
• Review service department performance and identify opportunities to improve efficiency, service quality, customer satisfaction, and profitability.
• Provide ongoing coaching, feedback, and guidance to technicians to address performance gaps, reinforce expectations, and support employee development.
• Address technician performance, attendance, conduct, and work quality concerns promptly and consistently. Document coaching and performance discussions in accordance with company procedures and involve the Branch Manager and Human Resources as appropriate.
• Review concerns raised by the Service Writer regarding technician performance, customer complaints, repair delays, work quality, or other operational issues and determine appropriate follow-up.
• Conduct employee check-ins and contribute to performance evaluations, training plans, and development opportunities for service personnel.
• Support technician onboarding, training, and manufacturer-specific technical development to maintain employee competency and service quality.
• Monitor repair quality and completed work, addressing recurring issues, rework, incomplete repairs, and failure to follow established service procedures.
• Oversee the accuracy and timely completion of work orders, including labor and parts entries, technician time posting, repair documentation, and invoicing readiness.
• Review repair estimates, pricing exceptions, additional repair requests, and warranty-related matters within assigned authority and company approval procedures.
• Assist with escalated customer concerns, complex repair issues, and service-related disputes, coordinating with the Service Writer and Branch Manager to determine appropriate resolutions.
• Coordinate with the Parts Department to address parts availability, ordering delays, and other issues that affect technician productivity or repair completion.
• Work with the Branch Manager to identify staffing needs, allocate department resources, address operational challenges, and support branch objectives.
• Promote compliance with company policies, safety requirements, equipment handling procedures, and applicable workplace standards.
• Communicate department performance, staffing needs, recurring operational issues, and significant employee concerns to the Branch Manager.
• Maintain effective working relationships with customers, technicians, the Service Writer, Parts Department personnel, and other dealership team members.
• Support continuous improvement initiatives and consistent application of service department procedures across assigned operations.
• Assist with service coordination and customer communication when necessary to maintain workflow and customer satisfaction.
• Perform other duties as assigned.

Educational & Experience Requirements

• Three or more years of experience in heavy equipment, construction equipment, agricultural equipment, automotive service, or a related technical service environment.
• Prior leadership, supervisory, or team management experience preferred, with demonstrated ability to direct work and address employee performance.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to prioritize competing demands, make sound operational decisions, and manage service department workflow.
• Ability to provide constructive feedback, document performance concerns, and hold employees accountable to established expectations.
• Familiarity with service department operations, repair estimates, work orders, parts coordination, labor tracking, and invoicing processes.
• Working knowledge of computers, Microsoft Office, and the ability to learn company-specific service management systems.
• High school diploma or equivalent; an associate degree, technical education, or relevant industry training is preferred.

Preferred Qualifications

• Previous experience supervising service technicians or leading a dealership service department.
• Experience with Shop and Field Service operations in a heavy equipment or construction equipment dealership.
• Familiarity with service management software, such as CDK.
• Experience monitoring technician productivity, labor efficiency, work order aging, and department profitability.
• OEM product training or certifications, such as Bobcat University or applicable manufacturer training.
• Familiarity with warranty administration, workplace safety requirements, and service quality standards.

Essential Physical Requirements

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, sit, use hands to finger, handle or feel and reach with hands and arms. The employee must occasionally lift and/or move up to fifty (50) pounds and may infrequently lift and/or move up to seventy-five (75) pounds. Specific vision abilities required of this job include close vision, distance vision, color vision and peripheral vision.

Note:

This position is considered safety sensitive.

Equal Employment Opportunity

McGrew Management Company and its affiliates provide equal employment opportunities to all employees and applicants for employment and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.