Service Manager - LT

Star Heavy Equipment; Austin (TX); On-site; USD 75,000 - 110,000; Full time

Job summary

Star Heavy Equipment in Austin, TX is seeking a Service Manager to lead the Branch Service Department and drive customer satisfaction. You will coach staff, plan work, allocate manpower, and coordinate dispatch of technicians to ensure timely repairs.

You will monitor performance, maintain clear communication with customers and internal teams, and support career development for supervisors. This role demands strong leadership and service-excellence focus.

Qualifications

• Experience leading service teams and coaching staff.
• Strong communication with customers and departments.
• Proficient in Microsoft Word and Excel; basic typing skills required.

Responsibilities

• Coaching and providing direction to Service Department employees.
• Managing Work in Process according to assigned metrics.
• Monitoring, enhancing, and maintaining employee performance.
• Ensuring efficient job planning, accurate quoting, parts availability, and proper manpower allocation.
• Effectively addressing and resolving customer objections and concerns.
• Maintaining open communication with customers, updating them on repair statuses as needed.
• Monitoring both customer satisfaction and employee morale, and initiating improvements as necessary.
• Reducing customer downtime through precise and efficient job planning and execution.
• Maintaining clear and effective communication within the company.
• Coaching and developing divisional supervisors.
• Dispatching technicians as needed.
• Ensuring that technicians are aware of and progressing on their career paths and training requirements.

Skills

Leadership

Team coaching

Customer communication

Work planning

Problem resolution

Dispatch coordination

Employee development

Education

High School or Equivalent

Tools

Microsoft Word

Excel

Typing skills

Job description

The Service Manager serves as the pivotal leader of the entire Branch Service Department, dedicated to ensuring the highest level of customer satisfaction. The role involves supporting all department personnel and fostering a culture of teamwork throughout the company.

Essential Responsibilities & Expectations

• Coaching and providing direction to Service Department employees
• Managing Work in Process according to assigned metrics
• Monitoring, enhancing, and maintaining employee performance
• Ensuring efficient job planning, accurate quoting, parts availability, and proper manpower allocation
• Effectively addressing and resolving customer objections and concerns
• Maintaining open communication with customers, updating them on repair statuses as needed
• Monitoring both customer satisfaction and employee morale, and initiating improvements as necessary
• Reducing customer downtime through precise and efficient job planning and execution
• Maintaining clear and effective communication within the company
• Coaching and developing divisional supervisors
• Dispatching technicians as needed
• Ensuring that technicians are aware of and progressing on their career paths and training requirements

Education

Required

High School or Equivalent or better.

Experience

Required

Service experience preferred. Experience using personal computers including Microsoft Word and Excel and basic typing skills are required for this position.