Service Operations Manager - Industrial Equipment Dealership

Wiese Usa Inc; Baltimore (MD); On-site; USD 90,000 - 120,000; Full time

Job summary

Wiese USA is seeking a Service Manager to lead a skilled team of technicians, manage daily service operations, and drive a high standard of customer service in our Baltimore-area operation.

You will monitor KPIs, coordinate dispatch and parts, ensure OSHA compliance, and partner with customers to resolve issues while overseeing budgets and service revenue growth.

Qualifications

• 5+ years in service operations leadership.
• Strong leadership and coaching skills.
• Excellent customer relationship management.
• Experience with forklift or material handling equipment preferred.

Responsibilities

• Lead technicians and support staff to ensure high productivity and professional development.
• Manage dispatch, scheduling, and work orders.
• Build and maintain strong relationships with customers; ensure timely service and issue resolution.
• Monitor KPIs and implement process improvements to increase efficiency and service quality.
• Ensure OSHA safety compliance and company standards.

Skills

Leadership

Customer service

Team management

Dispatch

Scheduling

KPI tracking

OSHA compliance

Service management software

Microsoft Office

Tools

Service management software

Microsoft Office

Job description

Position SummaryAt Wiese USA, excellent service is the heartbeat of everything we do—and the Service Manager is the leader who keeps it running strong. In this role, you’ll be at the center of a fast-paced operation, leading a skilled team of technicians who keep our customers’ equipment moving and their businesses productive. You’ll drive performance, solve complex challenges, and deliver an exceptional service experience that sets Wiese apart in the material handling industry.This is more than a management role—it’s an opportunity to build a high-performing team, strengthen customer partnerships, and shape the future of our service operations. If you thrive on leadership, enjoy working close to the action, and take pride in turning great service into lasting customer relationships, this role offers the chance to make a real impact every day.Key ResponsibilitiesTeam Leadership: Recruit, train, schedule, and supervise service technicians and support staff to ensure high productivity and professional development.Service Operations: Manage daily service department operations, including dispatching, scheduling, and work order management.Customer Support: Build and maintain strong relationships with customers by ensuring timely service, clear communication, and effective problem resolution.Performance Management: Monitor technician performance, track KPIs, and implement process improvements to increase efficiency and service quality.Safety & Compliance: Enforce company safety policies and ensure compliance with OSHA and company standards.Financial Oversight: Manage service department budgets, control costs, review billing accuracy, and help drive service revenue growth.Equipment & Parts Coordination: Work closely with parts and operations teams to ensure availability of necessary components for repairs and maintenance.Continuous Improvement: Identify opportunities to improve processes, reduce downtime for customers, and enhance overall service delivery.5+ years of experience in service operations, in a leadership position.Strong technical knowledge of forklifts or similar equipment preferred.Proven leadership, coaching, and team management skills.Excellent customer service and relationship management abilities.Strong organizational and problem-solving skills.Proficiency with service management software and Microsoft Office.Familiarity with OSHA safety regulationsAbout Wiese USAWiese USA is a leading provider of material handling equipment, warehouse solutions, and service support. We have over 40 locations spread across 26 states.Learn more about our culture at www.WieseUSA.com/Culture