Job Description

Job Description and Responsibilitie:

Operating a profitable equipment dealership is highly dependent upon a customer oriented service department that leverages the technical skills and labor resources of the company into efficient and sustainable processes.

The service manager has responsibility and oversight to profitably manage a wide variety of activities that include such items as:

Customer service and repair, fleet support for the rental department, service and technical support for the sales department, warranty repair, daily scheduling, ongoing development of technical skills within the service department, establishing and maintaining a safe and hazard free work environment, managing service records, daily invoicing of work orders, creating repair estimates, prepping used equipment for sale, assembly of new machines as they arrive and pre-delivery inspections for new machines as they are sold.

The job duties are divided into 3 major areas as seen below:

Daily sets the service priorities within the shop for all mechanics based on supply / demand with focus on customer satisfaction / fleet utilization and employee productivity
Create work orders and make assignments to each technician
Make sure that proper documentation is properly maintained - minimize any activity outside of BASIC computer software
Make sure that all equipment is properly tagged with service tags
Create and maintain fleet service records - work orders (data entry into BASIC software) for rental fleet.
Reviews maintenance records to schedule dates for recommended service intervals, (250 hr and 500 hr preventive maintenance).
Sets up and maintains a supply of "shop tools" for all service personnel use.
Manage operating budget for shop related expenses
Provides training directly to mechanics, and routinely schedules manufacturer's technical training for individual team member skill enhancement.
Must be able to analyze and determine when service department is getting behind and notify management with recommendations for alleviating the backlog (overtime; additional labor, etc.)
Identify other service shops for potential "outsourcing" component repair as necessary
Responsible for invoicing customer for damages to rental equipment upon approval of Rental Manager.
Work closely with Rental Mgr. to support equipment failures (repair or replace)
Strong administrative and relationship skills to keep all repair tasks flowing in a timely manner while documenting parts and labor costs.

Customer Relations
Handle incoming phone calls from customers requiring service
Repair estimates to customers
Personable and friendly, good listening skills, strong communicator both written and verbal.
Settle customer disputes according to company policy

Must have at least basic understanding of engines (diesel / gas) along with experience in troubleshooting.
Maintain rental fleet service standards based on manufacturer's recommendation and local work environment.

Priority to gaining brand specific technical knowledge of dealership brands
Responsible for overall quality control for entire rental fleet
Must be able to teach / provide technical training to service staff


Skills Required:

Problem solver
Decision maker
Administration - ability to organize / plan / schedule
Attention to detail
Good communicator (both written and verbal)
Ability to train others
Ability to react to crisis situations (those situations that arise during the normal course of a day and require strong communication skills to identify the issues, reason a solution, assess the resources and take immediate action)
Basic computer skills - data entry into dealership software package, MS Excel, MS Word and email (to customers, suppliers and internal staff)
Valid Tennessee drivers license

Experience Required:

Prior management experience
Strong mechanical aptitude
Service support background (construction and agriculture equipment)
Fundamental understanding of gas / diesel engines


The Service Manager must combine good administrative skills, customer service skills and technical know-how to keep things moving through the service department. Daily interruptions to work schedules due to customer priority and challenging repair jobs, require a tremendous amount of flexibility and good decision-making. For the business to grow, the service manager must also be able to delegate through others and be comfortable with managing by individual accountability in the service shop.

Company Description
Since 1991, Lonestar Forklift has been a leader in the industrial equipment and material handling industries. We have multiple locations throughout Texas and Louisiana and we are the largest volume Hyundai Forklift dealer in North America.

Associated topics:
customer care manager, customer service team manager, guide, leadership, management experience, manager, product support, review, senior, service manager

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