Title: Service Operations Manager

Location: Rancho Cordova, CA

Job Type: FTE/Permanent

Job Summary

The Regional Service Operations Manager (RSOM) is responsible for overseeing the daily operations, performance, and safety of the service department within the assigned region. This role ensures the service team delivers high-quality service and equipment setup for customers, ensuring operational efficiency. The RSOM manages a team that includes shop foremen, service and setup technicians, drivers, service writers, and warehouse personnel, ensuring smooth coordination of equipment delivery, customer service, and repair tasks. This position reports to the Regional General Manager and collaborates with internal teams to achieve company goals.

Key Responsibilities

• Lead and manage all service personnel in the region, ensuring productivity, safety, and quality performance.
• Oversee equipment setup, service, and repairs to ensure accuracy and efficiency.
• Coordinate with sales and customer service teams to prioritize equipment setup and service requests.
• Monitor daily financial performance, set annual goals, and make business decisions based on performance metrics.
• Ensure warranty claims, technical assistance requests, and service bulletins are handled promptly and accurately.
• Maintain clear and professional communication with customers regarding service issues, repairs, and delivery schedules.
• Facilitate ongoing training and development for the service team to improve skills and performance.
• Ensure compliance with safety standards and maintain a safe work environment according to local, state, and federal regulations.
• Collaborate with leadership on recruiting, training, and retaining service personnel.
• Conduct regular performance evaluations, and manage time-off requests and payroll approvals for service team members.
• Manage inventory, tools, and vehicles for the service department to maintain operational efficiency.
• Participate in off-site training, customer outreach events, and field days to strengthen customer relationships.
• Travel to satellite locations as needed to support operations and maintain strong team engagement.
  
  

Qualifications

• High school diploma or equivalent; advanced education or technical training in mechanical repair, diesel engines, or hydraulics is a plus.
• Minimum of 5 years of experience in a management or leadership role, preferably in service or operations.
• Strong communication skills, both written and verbal, with a high level of professionalism.
• Ability to interpret financial data and use it to drive business decisions.
• Proven ability to lead, motivate, and develop a high-performing team.
• Knowledge of repair processes, equipment setup, and service management practices.
• Proficiency with computer systems and software for scheduling, reporting, and service coordination.
• Valid driver's license with a clean motor vehicle record.
  
  

Preferred Experience

• Previous experience as a Service Manager, Operations Manager, or a similar role.
• Familiarity with warranty claims, technical assistance processes, and service bulletin management.
• Background in mechanical repair, diesel engine maintenance, or related fields.