Service Manager

At Van Keppel, we're proud to be trusted partners to customers across the Midwest, providing industry-leading equipment, parts, service, and support. As we celebrate 100 years in business, we remain focused on the principles that have driven our success from the beginning: the perseverance and dedication of our employees, industry expertise, operational excellence, and an enduring commitment to customer success.

When you join Van Keppel, you'll become part of a team that values collaboration, integrity, accountability, and respect. Our culture is built on teamwork and mutual support, where people are willing to step up, help one another, and work together to solve challenges.

BENEFITS

• Medical, dental, vision, and prescription coverage
• Health Savings Account (HSA) options
• 401(k) with company match
• Company-paid life and AD&D insurance
• Supplemental insurance options
• Paid time off and company-paid holidays
• Employee referral bonus program

Employment will be contingent upon successful completion of a background check and drug screening.

JOB SUMMARY

The Service Manager is responsible for leading all service department operations to ensure exceptional customer satisfaction, employee development, operational efficiency, profitability, and adherence to company policies and safety standards. This role serves as the primary leader of the service department, coordinating with branch leadership, executive management, customers, and employees to achieve established business objectives and key performance indicators (KPIs). The Service Manager promotes Van Keppel's commitment to exceeding customer expectations while fostering a safe, professional, and productive work environment

ESSENTIAL DUTIES & RESPONSIBILITIES

Leadership & Department Management

• Lead, mentor, motivate, and manage service department employees.
• Conduct employee evaluations at least twice annually.
• Maintain high employee morale and promote a culture of teamwork and accountability.
• Identify employee development opportunities and address performance concerns proactively.
• Complete required personnel action documentation for new hires and employee changes.
• Foster open communication and collaboration among departments.

Customer Service

• Ensure the highest levels of customer satisfaction through regular communication and follow-up.
• Serve as the final point of escalation for service-related customer concerns.
• Anticipate potential customer issues and respond promptly and professionally.
• Build and maintain strong customer relationships while identifying future service opportunities.
• Work collaboratively across departments to deliver superior customer support.

Financial & Operational Management

• Develop, monitor, and manage department KPIs in partnership with branch and executive leadership.
• Manage departmental expenses and approve credit card purchases.
• Protect company financial interests through effective business management practices.
• Manage accounts receivable and work directly with company credit and collections personnel to ensure timely collection of outstanding balances.
• Monitor slow-paying, COD, and no-sale accounts.
• Maintain work-in-process records and ensure jobs are costed within seven days of the last posted labor entry.
• Identify and develop new customer accounts and business opportunities.

Facility, Equipment & Inventory Management

• Maintain company facilities, service vehicles, tools, and equipment in a professional manner.
• Ensure company property remains organized, clean, and well-maintained.
• Manage inventories of parts and equipment as assigned.
• Promote operational excellence throughout all service department activities.

Safety & Compliance

• Maintain the highest standards of workplace safety.
• Conduct regular facility inspections in accordance with company safety guidelines.
• Lead monthly safety meetings and reinforce safe work practices.
• Ensure service department employees operate safely at all times.
• Support the company's goal of maintaining a 100% accident-free workplace.
• Ensure compliance with all company policies, procedures, and required documentation.

Communication & Collaboration

• Participate in required company and branch meetings.
• Communicate effectively with executive leadership, branch management, customers, and employees.
• Promote respectful, honest, and professional interactions.
• Support organizational initiatives and continuous improvement efforts.
• Perform other duties as assigned by ownership or executive management.