Service Manager - Rock Island, IL

At Martin Equipment, you're more than an employee. You're part of a team that values hard work, integrity, teamwork, and genuine care for one another. As a fourth-generation, family- and woman-owned John Deere Construction & Forestry dealer, we've built a culture where people are supported, challenged, and given opportunities to grow. We're passionate about delivering exceptional service and helping our customers succeed, and we know that starts with great people. If you're ready to build a rewarding career with a team that genuinely cares, we encourage you to apply.

POSITION PURPOSE

The Service Manager is responsible for leading the daily operations of the Service Department to ensure exceptional customer support, efficient repair and maintenance activities, technician productivity, and departmental profitability. This position oversees service personnel, workflow management, customer satisfaction, warranty administration, safety compliance, and operational performance while ensuring equipment repairs are completed safely, accurately, and in a timely manner. The Service Manager works collaboratively with customers, technicians, manufacturers, and dealership leadership to maximize customer uptime and support overall dealership success.

KEY RESPONSIBILITIES

Customer Support

• Ensure customer equipment repairs and maintenance services are completed accurately, efficiently, and on schedule.
• Build and maintain strong customer relationships through responsive communication and professional service.
• Address and resolve customer concerns regarding equipment performance, service quality, repair timelines, and warranty matters.
• Monitor customer satisfaction and implement improvements that enhance the customer experience.
• Collaborate with Sales, Parts, and Service teams to provide complete customer support solutions.
• Support customer uptime by prioritizing service activities that minimize equipment downtime.

Operational Excellence

• Manage and coordinate all Service Department activities, including shop and field service operations.
• Oversee the repair and maintenance of customer-owned, company-owned, and rental equipment.
• Schedule and assign technician workloads to maximize efficiency, productivity, and service quality.
• Monitor repair order progress, labor utilization, recovery rates, and departmental performance metrics.
• Ensure accurate completion of repair orders, service records, estimates, warranty documentation, and invoicing.
• Oversee inspection and preparation of equipment prior to customer delivery or rental release.
• Manage service capacity planning and resource allocation to meet customer demand.
• Collaborate with Parts Department personnel to ensure parts availability and effective repair scheduling.
• Maintain current knowledge of equipment technology, service procedures, and manufacturer programs.
• Identify and implement process improvements that enhance operational performance and profitability.
• Oversee the maintenance and repair scheduling of company-owned vehicles and transportation equipment.

Leadership & Team Development

• Lead, develop, and support Service Department employees through coaching, mentoring, and performance management.
• Establish clear expectations and accountability standards for department personnel.
• Conduct employee training, development, and performance review activities.
• Promote a positive, collaborative, and customer-focused culture within the Service Department.
• Support technician recruitment, onboarding, retention, and succession planning efforts.
• Identify skill gaps and coordinate training opportunities to enhance departmental capabilities.
• Encourage continuous improvement and professional development throughout the department.
• Foster effective communication between technicians, management, customers, and other departments.

Safety & Compliance

• Ensure compliance with all company, dealership, manufacturer, environmental, and regulatory requirements.
• Maintain a safe, clean, and organized service environment.
• Enforce established safety procedures and utilization of required personal protective equipment (PPE).
• Conduct and support safety meetings, training programs, and compliance initiatives.
• Monitor shop operations to identify and address potential safety concerns.
• Ensure company vehicles, trailers, tools, and equipment meet applicable safety and operational standards.
• Investigate and report accidents, incidents, and unsafe conditions promptly.

Additional Duties

• Maintain relationships with equipment manufacturers and vendors to stay informed on product updates, service requirements, and technical support resources.
• Support warranty administration and ensure manufacturer requirements are met for warranty processing.
• Assist with budgeting, departmental planning, and strategic initiatives.
• Participate in dealership meetings, training programs, and leadership activities.
• Perform other duties and responsibilities as assigned.