Service Manager

Description:

Service Manager
Location: Norfolk, VA
Employment Type: Full-Time
Schedule: Monday–Friday; weekend hours as business needs require
Reports To: Branch Manager

Position Summary

The Service Manager is responsible for leading, mentoring, and holding accountable the Norfolk Service and Parts teams, including Service Technicians, Shop Foreman, Service Counter personnel, Dispatch, and Service Administrators. This highly visible, hands-on leadership role requires daily engagement with the team and comprehensive oversight of all service operations.

The Service Manager ensures safety, profitability, operational excellence, and exceptional customer service while driving accountability, follow-through, and continuous improvement across the department. As a key member of the branch leadership team, this role partners closely with the Branch Manager to align service operations with company goals and strategic initiatives.

Core Responsibilities

Leadership & Team Management

• Provide hands-on leadership to all Service Department personnel through mentoring, coaching, and professional development.
• Set clear expectations and hold team members accountable for performance, behavior, safety, and customer service.
• Maintain high visibility and availability to support technicians, shop leadership, and service counter staff.
• Foster a performance-driven culture focused on ownership, follow-through, and teamwork.
• Conduct performance evaluations, address underperformance, and recognize excellence.
• Participate in hiring, disciplinary actions, promotions, and terminations with management approval.
• Ensure appropriate staffing levels and provide justification for hiring needs.

Safety Leadership

• Champion safe work practices and proactively identify unsafe behaviors and conditions.
• Ensure all injuries and Accident No Injury (ANI) incidents are reported and documented.
• Conduct weekly departmental safety inspections.
• Deliver at least one safety-related training session per month.
• Maintain full accountability for the safety and well-being of all service team members.

Operational & Financial Management

• Maintain full responsibility for the performance and profitability of the Service & Parts Department.
• Develop and execute an annual Service Plan for profitable growth by November 1 each year.
• Manage the department’s operating budget in coordination with the management team.
• Analyze departmental reports to track performance, productivity, and financial results.
• Oversee service scheduling, dispatching, estimating, quoting, billing, and work order completion.
• Ensure purchase orders, expenses, and documentation are accurate, complete, and policy-compliant.
• Perform and supervise inventory checks and cycle counts.

Customer Experience & Follow-Up

• Own the customer service experience for all service interactions.
• Ensure timely, professional, and consistent follow-up with customers on repairs, quotes, approvals, and open work orders.
• Monitor the team’s follow-up performance and close gaps as needed.
• Process customer damage quotes with proper documentation and communication.
• Manage warranty claims to maximize reimbursement and ensure compliance.
• Resolve customer concerns and escalations promptly and professionally.

Training & Development

• Collaborate with the Technical & Training Manager to facilitate technician training and skill development.
• Ensure technicians and service staff are trained, supported, and equipped to perform their roles effectively.
• Identify and develop future leaders within the department through coaching and mentorship.

Communication & Collaboration

• Conduct daily team meetings to communicate priorities, expectations, and updates.
• Meet weekly with department heads and regularly with the Branch Manager.
• Communicate field challenges, opportunities, and trends to internal teams.
• Promote and embody company values in all interactions.

Requirements:

Qualifications & Requirements

• Strong computer skills; proficiency in Microsoft Office required.
• Excellent organizational, verbal, and written communication skills.
• Strong customer relationship management and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• High attention to detail with a strong sense of urgency.
• Effective at working with employees at all levels.
• Ability to lift 50+ pounds.
• Previous service management or heavy equipment/industrial service experience preferred.
• Demonstrated ability to lead, mentor, and hold teams accountable.