Job Description

SUMMARY: In this role, the Service Manager is responsible for leading the daily operations of the Service Center to ensure efficient, productive, and profitable performance. The Service Manager oversees service operations by maximizing productivity, controlling costs, fostering strong customer relationships, and achieving established sales and profitability goals. This role collaborates closely with all Ten-8 departments and OEM manufacturers to ensure exceptional service delivery, operational excellence, and compliance with company and manufacturer standards. The Service Manager reports directly to the Regional Manager.

KEY RESPONSIBILITIES: Include but not limited to the following. Other duties may be assigned as needed.

• Schedule and coordinate all incoming work for the service center and mobile technicians to ensure efficient workflow and resource utilization.
• Maintain a safe, clean, and efficient service center that delivers a world-class customer experience while supporting the company’s vision, mission, and values.
• Ensure all company processes, procedures, and standards are consistently followed at all levels.
• Manage and develop customer relationships within the service center territory.
• Serve as the primary point of contact for all service-related customer communication and incoming calls.
• Provide regular and proactive updates to customers on vehicle status, including open SVTs regardless of equipment location.
• Monitor, manage, and control open repair orders and service backlog.
• Review, manage, and audit the quality and accuracy of customer and billing documentation.
• Prepare repair and accident quotes; follow up and validate accuracy upon job completion.
• Ensure any additional work identified upon vehicle arrival is quoted within 24 hours.
• Manage site expenses and maintain responsibility for service center profit and loss (P&L).
• Resolve all service and parts-related complaints, ensuring response within 24 hours of receipt.
• Maintain appropriate staffing levels, including hiring, training, and ongoing competency management.
• Oversee customer satisfaction follow-up processes, quality control, and quick turnaround times.
• Maintain all required regulatory and compliance reporting, including OSHA injury reports, hazardous waste, and MSDS documentation.
• In coordination with the HR Director, maintain required federal and state documentation for drivers and company vehicles.
• Support apparatus and equipment sales teams to ensure timely and efficient delivery of new vehicles and equipment.
• Ensure technicians are equipped with necessary special tools and diagnostic software to perform work safely, efficiently, and accurately.

Safety Leadership & Compliance

• Ensure compliance with all company safety policies and applicable local, state, and federal regulations.
• Promote a strong safety culture through leadership, accountability, and consistent enforcement.
• Ensure service personnel are properly trained and follow established safe work practices.
• Identify, assess, and address safety hazards in shop and field service operations.
• Enforce proper use of PPE, tools, equipment, and company vehicles.
• Ensure timely reporting, investigation, and documentation of incidents and near misses.
• Conduct or support safety meetings, audits, and inspections.
• Coordinate corrective and preventive actions to reduce risk and prevent future incidents.

Required Qualifications: To successfully perform this job, an individual must be able to carry out each essential duty effectively. The qualifications outlined below represent the required knowledge, skills, and abilities. or preferred for this position.

• Education: High school diploma or equivalent is required.
•  Experience:
  o 5+ years of experience in heavy-duty truck service, emergency response vehicle maintenance, or fleet operations.
  o Prior supervisory or service management experience is required.
  o Experience with emergency response

Skills and Abilities:
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel).
• Strong customer service focus with excellent problem-solving abilities.
• Exceptional attention to detail and consistent follow-through in all documentation and communication.
• Experience with purchasing systems and CRM software is a plus.
• Strong organizational and communication skills.
• Experience interacting with clients, vendors, and internal teams, providing professional support and maintaining positive relationships.
• Demonstrated ability to manage multiple tasks or projects simultaneously, prioritize work effectively, and meet deadlines with minimal supervision.
• Ability to apply common sense and critical thinking to follow written and verbal instructions and resolve issues involving multiple variables within standard guidelines.
• Capable of working independently on assigned tasks while also responding well to direction and collaborative assignments.

Working Conditions: The work environment characteristics described here are representative of those and employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Primarily office-based work in a standard office environment.
• Regular use of computers, phones, and other office equipment.
  Frequent sitting, standing, and occasional light lifting of office supplies, parts or equipment.
• Typical workweek is Monday through Friday, with occasional overtime or flexible hours as needed.
• Fast-paced environment requiring multitasking, attention to detail, and adherence to deadlines.
  Interaction with colleagues, management, customers, and vendors on a regular basis.