Service Manager

Who we are

All Access Equipment is a leader in selling and servicing specialized access equipment in North America. Our main products include tracked Mobile Elevating Work Platforms (MEWPs), trailers, and articulating loaders. We are the exclusive distributor of CMC aerial lifts in North America and we love it! We have a passion for helping businesses work safely, efficiently and in some of the most hard to reach places you can imagine.

What we do

At All Access Equipment, we enable our customers to grow their businesses by offering a high-quality, unique product. We back that with our first class customer experience!

Our Service team are experts in our equipment and other hydraulic machinery. They stock and manage thousands of parts to ensure uptime for our customers.

Who we are looking for

Our Service Manager position is a key part of our Service team. The Service Manager will be responsible for Service customer interface and selling, assisting with employee development, key operational duties, safety, financial performance, and planning & scheduling. The ideal candidate must have strong technical knowledge of aerial lift equipment and diesel engines.

Job Responsibilities

• Communicate and build relationships with customers concerning service activities, including reviewing and scheduling jobs, explaining invoices, identifying needs for future repairs, and making maintenance recommendations.
• Develop and maintain effective Service Department processes to ensure customer satisfaction.
• Create annual Service Department goals and budgets aligning with the organization’s financial and operational objectives.
• Lead in sharing best practices and implementing standard processes throughout the Service Department.
• Oversee the work order closing process. Review work orders for accuracy, completeness, and parts and labor appropriateness.
• Manage scheduled service maintenance plan and annual safety inspection offerings
• Work with Marketing department to advertise service offerings
• Work with the Warranty Administrator to confirm coverage and appropriate actions are taken.
• Manage Supervisors and Technicians. Engage in performance management by conducting performance evaluations, coaching, counseling, and disciplinary action.
• Manage training schedules and assist in the development of Service employees.
• Communicate with and hold Technicians accountable to performance expectations.
• Create, drive, and support a safety culture within the Service Department.
• Investigate accidents and injuries and prepare reports of findings.
• Manage shop tools and fleet inventory.
• Work with the parts team to ensure stocking levels are satisfactory.
• Performs related duties as assigned.

Requirements

• Technical knowledge of heavy equipment, aerial lifts, or similar equipment.
• Past exposure to Service Department operations.
• Proficiency in electrical and hydraulic diagnostics and related tools.
• Ability to effectively lead, influence, and communicate internally and externally with others.
• Demonstrated ability to lead people and get results through others and experience in managing multiple employees.
• Demonstrated, first-class customer service skills
• Must be proficient in computer and related software (Word, Excel, etc.). Salesforce experience preferred.
• Valid driver’s license with a clean driving record.
• Must have strong problem-solving skills and be detail-oriented with high accuracy.
• Strong math skills.
• Ability to analyze and interpret internal reports.
• Some experience with Parts Distribution is a plus.
• Able to perform duties with a sense of urgency, exceeding customer expectations.
• Excellent organizational skills.
• Ability to work in a dynamic, fast-paced environment.
• Ability to manage high-volume workflow.

Desired Qualifications

• IPAF certified
• CPR/ AED certification
• Class 7 forklift (telehandler) certification or will train

Education and Experience:

Bachelor’s degree in Business Management or related business field is preferred. Equivalent education and relevant work experience may be considered in lieu of a Bachelor’s degree.

Benefits

• 8 Paid holidays
• 15 days PTO per year
• 401k (with match)
• Health & Dental benefits options
• Tuition reimbursement (approval required)
• FSA
• EAP
• Parental Leave