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Position Details & Responsibilities

A growing heavy equipment dealership is seeking an experienced Service Manager to lead its shop and field service operations at a branch in Maryland. This leadership role is responsible for overseeing technicians, service advisors, and field personnel while ensuring exceptional customer service, operational efficiency, and department profitability.

The ideal candidate will have a strong background managing heavy equipment service operations and be comfortable leading both shop and field service teams. This individual will play a key role in developing technicians, improving processes, driving customer satisfaction, and supporting continued business growth.

Responsibilities

• Lead all daily operations of the shop and field service departments, ensuring repairs and maintenance are completed safely, efficiently, and to the highest quality standards
• Manage customer communication throughout the service process, providing estimates, scheduling updates, and resolution of service concerns
• Recruit, coach, mentor, and develop service technicians and department personnel while fostering a culture of accountability, teamwork, and continuous improvement
• Monitor department performance, labor efficiency, work order completion, profitability, and customer satisfaction metrics
• Collaborate closely with the parts, sales, rental, and product support teams to maximize equipment uptime and deliver exceptional customer service
• Implement and improve service processes, safety initiatives, technician training programs, and operational best practices
• Oversee work order accuracy, service documentation, equipment records, and compliance with company and manufacturer standards
• Support business growth by identifying additional service opportunities through machine inspections and preventative maintenance recommendations
• Maintain a safe, organized, and compliant service operation while ensuring company assets and service vehicles are properly maintained

For more information on this position or the full job description, please contact Amie Bowman at Herk & Associates:

AmieB@herkandassociates.com 

Qualifications

• Minimum of 5 years of service management or supervisory experience within the heavy equipment, aggregate, construction equipment, or related industries
• Strong technical knowledge of heavy construction equipment, including excavators, loaders, bulldozers, compactors, pavers, or similar machinery
• Previous experience leading both shop and field service operations preferred
• Proven ability to manage technicians, improve operational performance, and deliver exceptional customer satisfaction
• Strong understanding of service department financials, labor efficiency, scheduling, and profitability
• Excellent leadership, communication, organizational, and problem-solving skills
• Experience recruiting, training, and developing technical personnel
• Proficiency with Microsoft Office and service management software
• Trade school education or technical training preferred
• Valid driver's license required
• MSHA, First Aid, CPR, or manufacturer certifications are a plus or willingness to obtain