Equipment Engineering Manager jobs in Lawrence, MA

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.

• 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.

• 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.

• 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.

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