Service Manager (Heavy Equipment)

An established, multi-location equipment dealer is seeking a Service Manager to lead the service department at its Lebanon, Indiana store. This location supports a strong base of farm operators, contractors, and commercial customers who depend on fast turnaround and dependable repairs to keep their operations running, especially during planting, harvest, and peak construction seasons.

This is a hands-on leadership role for someone who knows the shop floor, understands the business side of fixed operations, and can build a team that customers trust. You will own the performance of the department, including technician productivity, customer satisfaction, and service profitability, with the backing of a dealer group that invests in its people, facilities, and equipment.

What You Will Do

Lead the Service Team

• Direct, schedule, and support a team of field and shop technicians, service writers, and support staff.

• Recruit, train, and develop technicians; build clear career paths and create a culture of accountability, safety, and craftsmanship.

• Conduct regular one-on-ones and performance reviews, and coordinate OEM and in-house training to keep skills current on new technology, precision ag, and emissions systems.

Drive Department Performance

• Own the service department P&L, including labor sales, gross profit, technician efficiency and utilization, and absorption contribution.

• Monitor key metrics such as billed hours, work-in-process, comebacks, and cycle time, and act quickly on trends.

• Set labor rates, manage flat-rate and warranty labor, and ensure accurate, timely invoicing of repair orders.

• Build and execute strategies to grow revenue through planned maintenance, inspection programs, pre-season checkouts, and field service.

Deliver an Outstanding Customer Experience

• Serve as the primary point of contact for escalated customer issues and resolve them with urgency and fairness.

• Prioritize workload during critical seasons to minimize customer downtime.

• Build long-term relationships with key accounts and partner with sales and parts to support the full ownership lifecycle.

Manage Operations and Compliance

• Oversee warranty claims processing and ensure compliance with manufacturer policies and procedures.

• Maintain a safe, organized, and compliant shop, including tools, service trucks, and facility standards.

• Coordinate closely with the Parts Manager on parts availability, special orders, and inventory support for open work.

• Use the dealer business system to manage work orders, scheduling, and reporting.

Requirements

• Bachelor's degree in Engineering, Business Administration, or related field preferred

• 5+ years of experience in service management, specifically with heavy equipment

• Strong leadership ability with experience managing a team

• Excellent communication and troubleshooting skills

• Proficient in service management software and relevant technologies

• Ability to analyze performance metrics and implement improvements

• Customer-oriented mindset with a commitment to service excellence

• Knowledge of heavy equipment repair and maintenance practices

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Salary: $90,000 - 110,000