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Position Details & Responsibilities

Our client is seeking an experienced Service Manager to lead the service department for a high-volume equipment branch in the Phoenix, Arizona area. This role is responsible for driving service department profitability, improving operational efficiency, and delivering a strong customer experience through effective leadership of people, processes, and systems.

The ideal candidate is a hands-on service leader with strong technical awareness, financial accountability, and a commitment to continuous improvement.

Key Responsibilities

• Lead day-to-day service department operations, including shop and field service activities.
• Ensure efficient technician dispatching, accurate service quotes, and timely billing.
• Oversee work order processing, warranty administration, and labor/parts capture within the dealership system.
• Serve as the primary point of contact for customers and manufacturer representatives on service-related matters.
• Resolve escalated customer issues and implement long-term solutions to prevent repeat concerns.
• Drive service quality by reducing rework and improving technician performance.
• Set goals and manage performance through coaching, accountability, and ongoing feedback.
• Manage staffing levels to meet service demand and business objectives.
• Monitor and manage service department P&L, including expenses, productivity, and profitability.
• Track and report service metrics and support achievement of manufacturer service standards.
• Collaborate with sales and branch leadership to improve communication and overall customer support.
• Ensure compliance with safety policies, company procedures, and regulatory requirements.

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

AmieB@herkandassociates.com 

Qualifications

• 5–7 years of leadership or management experience in equipment service, construction, or a related industry.
• Strong understanding of service operations, technician workflows, and warranty processes.
• Proven experience managing department-level financials and operational metrics.
• Ability to multitask, prioritize, and operate effectively in a fast-paced environment.
• Strong organizational, problem-solving, and communication skills.
• High school diploma or GED required; bachelor’s degree preferred.
• Proficiency with Microsoft Outlook, Word, Excel, and ability to learn internal systems.
• Customer-focused mindset with a collaborative, team-oriented leadership style.