Service Manager

Full Time
Posted 2 weeks ago

Come Join Our Team as Our Service Manager!


Leads the in-house Service Team and satellite locations’ Service Team(s) under the direction of the Operations Manager to maximize the achievement of superior equipment service and repairs while providing superior customer service. 

The Service Manager will be responsible for the following:

  • Maintains a well-organized service shop and yard, implementing 5S / Lean concepts to maintain orderly workflow and priority scheduling while adhering to budgets and looking for ways to save the company time and money.
  • Ensures all customer requirements, service requests and complaints are fulfilled in a timely manner and to the highest standards of impeccable customer service
  • Set a clear mission and deploy strategies focused towards the mission of high-quality workmanship on any piece of sale or rental equipment, whether it passes through Axiom’s own shop or one of Axiom’s satellite locations
  • Leads and develops all new and revised service procedures, policies and standards to improve delivery while maintaining an open and transparent process. Keep ahead of industry developments and apply best practices to areas of improvement.
  • Recruit, mentor and develop Service technicians and nurture a culture and environment where they can excel through encouragement and empowerment.
  • Communicate and work with Service Technicians and suppliers on troubleshooting equipment repairs so they can be completed in a timely fashion
  • Fill out and record proper documentation for all non-conformance reports, whether they occur at Axiom’s own facility or any of Axiom’s satellite locations.
  • Monitor daily reports from GPS system to track when equipment has come due for service; coordinates equipment eservice with customer(s) and follows through to completion. Ensures accurate documentation of completed equipment service is recorded in rental management software.
  • Takes all after-hours and business hours service calls both with Axiom owned rental equipment and the customers’ owned equipment that needs to be repaired immediately and arranges for this to happen and follows through to completion.
  • Manages and coordinates Axiom’s service truck and satellite locations’ service trucks; verify field tickets are filled out correctly with accurate information
  • Work with satellite locations and Operations team after rental equipment is returned to satellite locations to ensure proper maintenance is completed
  • Work with Operations Manager and Equipment Coordinator to ensure all acquired rental equipment is entered in rental management software with correct supporting documentation
  • Work with Equipment Coordinator to make sure new equipment sales, rentals and rental returns are dealt with in a timely fashion with proper documentation
  • Writes all service tickets for customer equipment coming in to be repaired and sees that accurate information is tracked from the Service Technicians and recorded correctly
  • Completes weekly report for Operations Assistant
  • Reviews and signs time cards and submits to Finance for payroll
  • Conducts scheduled walk-around and audit of facilities with Operations Manager
  • Reviews parts and equipment pricing margins and inventory levels in rental management software
  • Reviews and updates annual training schedules for Service Team with Operations Manager and Operations Assistant
  • Sort and archive electronic and paper files
  • Work with Operations Manager, Sales Manager and Equipment Coordinator to manage equipment in rental fleet
  • Complete annual performance reviews with all direct reports

The successful candidate will possess the following:

  • High knowledge of troubleshooting and equipment repair (Red Seal Mechanic would be an asset)
  • Highly computer literate
  • Proven (5) years experience as a Service Manager
  • Experience providing customer service and support
  • Strong client-facing and communication skills
  • Customer Service orientation
  • Excellent knowledge of team management methods and techniques
  • Ability to think strategically and to lead
  • Awareness of industry’s latest technology trends and applications
  • Physical ability to meet the position requirements
  • Advanced troubleshooting and multi-tasking skills
  • Negotiation, interpersonal and advisory skills
  • Recognized degree or diploma as a Service Technician
  • Excellent organizational skills
  • Interpreting, analyzing and planning skills
  • Excellent communication skills, both oral and written in order to communicate effectively in meetings and to give presentations in a variety of settings
  • Strong Lean/5S skills and attributes
  • Honest, ethical and transparent.

Working Conditions:

  • Standard working conditions for a workshop and office environment.


Job Type: Full-time

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