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Service Manager (Mining Equipment)

$2,000 Sign-On Bonus

At Arnold, we recognize that our ability to promise uncompromised customer satisfaction is only as strong as the team that delivers it. That's why we've built one of the most comprehensive machinery support teams in the western United States. As a Service Manager, you will play a key role in maintaining our reputation by managing our service department's day-to-day operations, ensuring efficient repair and setup work, supervising staff, and maintaining strong customer relationships.

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Summary of the Role

The Service Manager is responsible for overseeing the repair and setup work for customer machines and internal equipment. This includes supervising staff, ensuring excellent customer relations, managing invoicing procedures, and maintaining financial oversight for the service department. Your leadership and attention to detail will help Arnold maintain its position as an industry leader in customer satisfaction and service.

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Essential Duties and Responsibilities

• Staff Supervision & Training:
  • Supervise and support the staffing and retention of technicians.
  • Coordinate training opportunities to ensure high-quality performance and continuous improvement.
  • Ensure technicians adhere to safety protocols and worker's compensation policies.
• Customer Relations & Invoicing:
  • Resolve customer complaints promptly and professionally while adhering to our "Silver Service" commitment to excellence.
  • Review and approve all invoices for accuracy and timeliness.
  • Provide accurate repair cost quotes and pursue new business opportunities to drive revenue growth.
• Operational Oversight & Performance Management:
  • Oversee the maintenance and inventory of the service truck fleet.
  • Resolve warranty issues with manufacturers and manage any related service concerns.
  • Ensure smooth coordination with other internal departments to streamline service operations.
• Financial Management:
  • Manage financial performance of the service department, including controlling expenses and maintaining budgetary discipline.
  • Ensure all procedures align with company goals for profitability and efficiency.

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Physical Demands and Working Conditions

• Ability to operate a computer keyboard and sit for extended periods.
• Ability to supervise clerical and service repair work assignments.
• Occasional travel required (approximately six times per year) to visit customers and vendors.
• Must be able to perform assignments away from the home branch as needed.

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Knowledge, Skills, and Abilities

• Communication Skills:

  • Strong written, verbal, and interpersonal communication skills.

• Technical and Software Proficiency:

  • Comfortable operating a computer and proficient with relevant software programs.

• Leadership and Problem-Solving:

  • Skilled in performance management, negotiation, leadership, and motivating teams.
  • Ability to effectively manage stress while maintaining a positive, solution-oriented attitude.

• Organizational Skills:

  • Strong ability to plan, organize, and prioritize tasks to meet deadlines with a high degree of accuracy.

• Industry Knowledge:

  • Knowledge of repair requirements, inventory lines, and service operations.
  • Familiarity with financial reporting and expense control processes for service departments.

• Training & Development:

  • Ability to provide training opportunities for self and staff to continuously enhance skills and competencies.

• Business Development:

  • Knowledge of marketing strategies and techniques to acquire new business and expand the company's customer base.

Education and Experience

• Minimum Requirements:
  • Two years of higher education.
  • Three to five years of relevant work experience in marketing, customer relations, machine setup and repairs, management, and supervision of personnel and procedures.
  • Current, clean Class B CDL (Commercial Driver's License).
• Additional Skills & Experience:
  • Ability to work under pressure and manage multiple tasks efficiently.
  • Strong leadership and team-building capabilities.
  • Expertise in financial reporting and expense control within a service department.
  • Strong communication, negotiation, and problem-solving skills.

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Measurements of a Good Service Department

• Key Performance Indicators (KPIs):
  • Administration ratio
  • Customer billing rate
  • Gross margin on labor and overall gross margin
  • Departmental expenses
  • Net profit
  • Average technician billing
  • Technician expense hour
  • Rework and policy adjustments based on training needs

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Benefits Offered

• Comprehensive Health Coverage:

  • 100% of medical premiums paid by the company for associates and their families.
  • Dental and Vision plans.

• Time Off & Paid Leave:

  • Paid sick leave, vacation days, and holidays.

• Financial Benefits:

  • 401(k) / Roth with company match.
  • Quarterly and yearly bonus programs.
  • Company stock after 5+ years of service.

• Other Perks:

  • Competitive pay and growth opportunities within the company.

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Additional Information

This job description outlines the general responsibilities of the Service Manager position but is not intended to be an exhaustive list of duties. The position may evolve or change based on the needs of the company.

Arnold Machinery is an Equal Opportunity Employer. We do not discriminate based on physical or mental disability, provided the essential functions of the job can be reasonably accommodated. Requests for reasonable accommodations will be handled on a case-by-case basis.

Arnold Machinery participates in E-Verify.

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Why Arnold Machinery?

At Arnold, we believe our employees are our most valuable asset. By joining our team, you'll be working in an environment that fosters growth, development, and long-term success. If you have the leadership skills, customer-focused attitude, and technical expertise to succeed in this role, we encourage you to apply today!