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Position Details & Responsibilities

A growing equipment organization is seeking a Service Manager to lead service operations in the Northeast Arkansas area. This leadership role is responsible for overseeing a large, fast-paced service department focused on operational excellence, technician development, customer satisfaction, and long-term department growth.

The ideal candidate will bring strong service leadership experience within heavy equipment, material handling, industrial equipment, trucking, or related industries. This individual must be comfortable managing large technician teams, driving operational performance, and building a strong service culture centered around accountability, safety, and customer support.

Responsibilities

• Oversee all daily Service Department operations, processes, workflow, and profitability
• Lead and support a team consisting of Field Service Managers, Service Coordinators, and technicians
• Drive department growth initiatives including technician recruiting, onboarding, training, and retention
• Monitor and improve operational KPIs including labor efficiency, profitability, response times, work order close times, and first-time fix percentages
• Ensure high-quality repairs, strong communication, and exceptional customer service throughout all service operations
• Manage dispatch flow, repair scheduling, PM programs, and technician productivity to minimize customer downtime
• Work closely with Parts, Rental, Sales, and Warranty departments to improve operational alignment and customer satisfaction
• Oversee service vehicle fleet operations, tooling, inventory coordination, and service support resources
• Maintain strong financial oversight including expense control, labor utilization, service revenue growth, and department profitability
• Promote and enforce safe work practices, technician training, and compliance with company safety standards
• Build long-term customer relationships while identifying opportunities to expand service business and customer retention
• Lead process improvement initiatives focused on operational consistency, efficiency, and department scalability

For more information on this position, please contact Amy Bighorse at Herk & Associates:

AmyB@herkandassociates.com 

Qualifications

• 3+ years of Service Management or operational leadership experience within heavy equipment, industrial equipment, trucking, material handling, or related industries preferred
• Proven experience managing large technician teams and fast-paced service operations
• Strong customer service and communication skills with the ability to manage escalated issues professionally
• Experience improving operational processes, workflow, and department performance
• Technical service background or strong understanding of equipment service operations highly preferred