Service Manager I

Gregory Poole; Raleigh (NC); On-site; USD 90,000 - 115,000; Full time

Job summary

Gregory Poole in Raleigh, NC seeks a Service Manager to lead customer repair operations and optimize profitability. You will coordinate technicians, parts, and scheduling while maintaining high service quality.

Responsibilities include ensuring safety compliance, managing billing, and fostering strong customer relationships. You will mentor staff, conduct regular toolbox talks, and align operations with company policies.

Qualifications

• High school graduate with 5+ years equipment service experience or 2-year degree with 2+ years of leadership.
• Ability to communicate with customers and manage service interactions.
• Experience leading a service team and coordinating HR/training activities.

Responsibilities

• Lead service operations to maximize customer satisfaction and profitability.
• Manage parts, scheduling, and billing processes across the operation.
• Ensure OSHA/MSHA/DOT compliance and safety training for staff.
• Develop KPI tracking and conduct weekly toolbox talks with technicians.

Skills

Leadership

Customer service

Scheduling

People management

Education

High school diploma

2-year degree in business/management or diesel/heavy equipment technology

Tools

MS Word

MS Excel

Job description

PRIMARY FUNCTION:

• Service customer repair needs and equipment in a timely and professional manner to ensure Customer Satisfaction.

• Manage company resources to maximize Financial Performance in terms of profit, productivity, Efficiency and return on capital.

• Manage people, space, tools, and money to optimize Resource Deployment.
• Create a stimulating environment to provide for Personnel Deployment.

• Maintain a safe environmentally responsible workplace to ensure Regulatory Compliance.

ESSENTIAL DUTIES:

Customer Satisfaction

• Serve our customers in a timely, professional manner and provide high-quality services at a value-based price.
• Provide prompt response to customer needs and minimize downtime. Turn customer equipment around in the shortest amount of time possible.
• Ensure that the work we do is done right the first time. Minimize rework.

• Maintain daily contact with the customer to keep them apprised of the status of the repair being performed.
• Manage the billing process to ensure accuracy and fairness. Fully document repairs accurately and professionally.
• Administer Warranty/Policy Guidelines to minimize customer expense while protecting our relationships.
• Manage the customer notification of all PIP and PSP repairs. Assist the customer in scheduling these repairs at a mutually convenient time.

• Inspect customer equipment whenever possible to provide a professional assessment to the equipment’s condition. Make recommendations for needed repairs, maintenance procedures and operating parameters.
• Monthly Review of KPI Metric and review of CI boards
• Conduct Weekly Toolbox Talks and previous week’s accident review with technicians.

Financial Performance

• Manage the Profit/Loss Statement for the assigned operation including top line sales, flat rate pricing, variance, expense controls, resource scheduling and staffing.
• Coordinate with the Credit Department to ensure the credit worthiness of a customer prior to completing the work. Administer all C.O.D. transactions.
• Manage the Work Order Administration process to ensure timely reporting, accuracy, parts used, special shipping charges, outside purchases, warranty claims and labor charges to minimize work in process.
• Manage company assets including vehicles, equipment and tooling to insure maximum returns. Plan and schedule routine maintenance insure EPA and OSHA/MSHA/DOT compliance and plan for future expansion.
• Review and approve of all performance reports. Insure that reports accurately reflect actual expenses. Make the necessary journal entries to correct any discrepancies.
• Business Planning – Develop an annual plan including budget (proforma); capital requirements; manpower requirements.

Resource Management

• Schedule all shop operations. Prioritize activities and match technician skills to the repair tasks to ensure quality and minimize turnaround.

Personnel Development

• Recruit, hire, and retain qualified talent to service our customer’s machines.
• Work closely with the HR and Training Departments to ensure that the organization develops the skills needed to meet the changing environment.
• Provide annual performance review and regular career planning sessions with employees to assess performance, suggest training options, counsel employees as needed and provide personal support as required.
• Enforce company polices pertaining to employee safety, hygiene and behavior.
• Protect the integrity and professionalism of our company’s culture.
• Professionally manage the separation process when necessary.

Regulatory Compliance

• Ensure our compliance with OSHA/MSHA/DOT Standards including tooling, tooling maintenance, painting, safety and routine state inspections.
• Minimize Workman’s Compensation expense through continuous training, policy enforcement and accident reporting.

Ensure EPA Compliance. Manage hazardous waste disposal, fluid recovery, spill reporting and cleanup, storm water management, random testing, OSHA/MSHA/DOT reporting, machine reporting compliance, vehicle licensing and vehicle insurance.

MINIMUM REQUIREMENTS:

Education:

Must be a high school graduate with at least 5 years equipment service experience in a similar industry preferably with squad leadership experience; or have at least a 2-year business, management or diesel/heavy equipment technology degree with at least 2 years’ service-related group leadership, preferable in a similar industry. Ideal candidate would have at least a two-year related degree and have successful Caterpillar or similar dealer/business heavy or compact-construction equipment service management experience.

Physical:

Must be able to work for long periods while seated and can clearly communicate with customers on the phone or in person; Must have physical ability to operate equipment to assist with loading and unloading if needed;

Must have excellent customer relations primarily with verbal communications but with some written communications also;

Other:

Must have at least intermediate PC skill, preferable in MS Word and Excel and have a working knowledge of the Internet and MS Email; Possessing a general equipment knowledge and basic mechanical aptitude is advantageous