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Position Details & Responsibilities

A growing North American equipment manufacturer is seeking an experienced Service Manager to build and lead its mobile field service operation in Central Florida. This is a newly created leadership position with the opportunity to develop the service operation from the ground up, establish the processes and systems that will support future growth, and potentially help replicate the model in additional markets across the country.

This is a hands-on service leadership role for someone who understands heavy equipment, knows how to lead technicians, and has experience building, rebuilding, or significantly expanding a field service operation. The Service Manager will have full P&L responsibility and play a key role in developing the department into a profitable, scalable operation.

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

ShawnR@herkandassociates.com 

Responsibilities

• Build and launch a new mobile field service operation serving customers throughout Florida.
• Develop the department's service processes, policies, procedures, and standard operating practices.
• Help select and implement a service management system for work orders, dispatching, scheduling, invoicing, and reporting.
• Recruit, onboard, manage, and develop mobile service technicians as the operation grows.
• Establish technician territories, service coverage, dispatch procedures, and response expectations.
• Provide hands-on technical leadership and assist technicians with complex diesel, hydraulic, electrical, and mechanical troubleshooting.
• Determine service truck, tooling, parts inventory, and equipment requirements for the field team.
• Establish labor rates, travel charges, service pricing, and customer service agreements.
• Manage the department's budget, P&L, labor performance, expenses, and profitability.
• Develop safety, compliance, and field service standards for technicians and service vehicles.
• Build relationships with existing customers while identifying opportunities to expand aftermarket and service business.
• Work directly with contractors, municipalities, airports, industrial customers, and other equipment users to address service needs.
• Monitor department performance and establish KPIs for productivity, response times, customer satisfaction, revenue, and profitability.
• Partner with company leadership to create a scalable service model that can eventually be expanded into other U.S. markets.

Qualifications

• Strong experience leading field service or mobile service operations within heavy equipment, construction equipment, municipal equipment, truck equipment, or a related industry.
• Previous experience building, rebuilding, or significantly growing a service department or mobile technician operation strongly preferred.
• Demonstrated experience hiring, managing, and developing field service technicians.
• Strong technical understanding of diesel engines, hydraulics, electrical systems, and mechanical equipment.
• Experience establishing service processes, work-order procedures, dispatching, scheduling, and technician coverage.
• Strong financial understanding with experience managing budgets, pricing, KPIs, and P&L performance.
• Ability to develop customer relationships and identify opportunities to grow service revenue.
• Comfortable working in an entrepreneurial environment where processes and infrastructure are still being developed.
• Strong leadership, communication, organization, and problem-solving skills.
• Willingness to remain hands-on and support technicians in the field when necessary.
• Ability to travel throughout the region as business needs require.