Service Manager - Sitech Pacific

Sitech Pacific

Riverside, California

$100,000 to $140,000

Service Manager 

The Service Manager is responsible for leading the assigned branch service operation with a clear focus on safety, customer experience, employee development, operational excellence, and profitable growth. This role provides the leadership, direction, and accountability needed to align people, processes, and systems in support of the company’s purpose, vision, and values.

The Service Manager ensures the service team has the tools, communication, coaching, and resources necessary to deliver high-quality service, strengthen customer relationships, and meet business performance objectives. This position also partners with support functions to ensure timely pricing, goodwill, warranty, and technical communication, while maintaining responsibility for shop supplies, tooling, cost control, shop-related building maintenance, and other operational needs within the local service area.

This position offers a total compensation package. Salary range $100,000 - $140,000

Essential duties and responsibilities, include the following. Other duties may be assigned.

• Promotes, manages, and reinforces a strong safety culture across service operations by ensuring employees, vendors, and customers are supported in maintaining a safe work environment and following all applicable safety policies, procedures, standards, and PPE requirements.
• Maintains clean, organized, and clutter-free work areas and provides coaching, guidance, and accountability to ensure assigned team members understand and complete their work safely and efficiently.
• Leads and supervises employees, including performance management, annual reviews, compensation recommendations, corrective action, hiring, and termination decisions in alignment with organizational policies.
• Identifies staffing needs, establishes clear expectations, and develops employee growth plans that support service capacity, revenue growth, labor utilization, technical capability, leadership readiness, and long-term team effectiveness.
• Communicates organizational goals and expectations, provides direction and resources, and builds a positive, collaborative team environment that encourages accountability, shared success, customer focus, and strong partnerships across the organization.
• Manages repair and service quality to ensure work is completed accurately, efficiently, and with a commitment to minimizing workmanship defects.
• Manages the annual budget in alignment with organizational goals, standards, and financial expectations; develops and executes corrective action plans when budget performance requires improvement.
• Oversees warranty, service policy, goodwill matters, service calls, and daily service operations to ensure work is prioritized, completed, documented, reviewed, addressed, and processed in a timely manner and in accordance with organizational standards.
• Evaluates tooling needs as new products and technologies are introduced and purchases or coordinates required tooling to ensure the team can complete repairs safely and effectively.
• Builds and maintains strong customer relationships while developing and executing action plans that strengthen customer loyalty, service revenue growth, technician productivity, labor utilization, and operational performance within organizational standards.

SKILLS, KNOWLEDGE, AND ABILITIES:

Leadership and Team Development:

• Ability to lead, coach, and develop both shop-based technicians and field sales engineers who support equipment service, troubleshooting, customer training, and technology adoption.
• Provides clear direction, prioritization, and performance expectations across shop and field operations to ensure safe, timely, high-quality service delivery.
• Builds technical capability and accountability through regular coaching, skills assessment, field support, feedback, and employee development planning.
• Supports a team culture focused on safety, professionalism, customer service, collaboration, continuous improvement, and shared ownership of business results.

Shop and Field Service Coordination:

• Ability to balance shop workflow, field service needs, customer commitments, and technician availability to support efficient scheduling and resource utilization.
• Coordinates effectively with sales, parts, product support, and other internal teams to resolve service issues, support customer needs, and ensure timely communication.
• Ensure service work, customer training, and field support activities are documented, communicated, and followed through in alignment with company standards.

Customer Training and Technical Support:

• Ability to guide employees who train customers on equipment operation, technology use, safety practices, and effective application of company products and services.
• Ensures technical information is communicated clearly, professionally, and in a way that supports customer confidence, understanding, and successful equipment use.
• Supports escalation and resolution of complex service or technical concerns by engaging the appropriate internal resources and maintaining follow-through with customers and employees.

Operational and Business Accountability:

• Understands service performance metrics, including productivity, utilization, quality, customer satisfaction, revenue growth, cost control, and timely completion of work.
• Uses data, employee feedback, and customer input to identify opportunities for process improvement, training, resource planning, and service performance improvement.
• Demonstrates accountability for achieving service department goals while maintaining alignment with safety expectations, customer commitments, and company standards.

Technology Proficiency:

• Strong computer and technology skills, including the ability to effectively use Microsoft Office programs and other business systems required for the role.

Critical Thinking and Prioritization:

• Demonstrated ability to analyze information, solve problems, and prioritize work effectively in a fast-paced environment with competing priorities.

Communication:

• Strong verbal and written communication skills, including the ability to explain complex information clearly and professionally through email, phone, presentations, and group discussions.

Training and Knowledge Sharing:

• Ability to present information to groups, teach complex topics, and support employee understanding through clear instruction and guidance.

Relationship Building:

• Ability to develop and maintain effective working relationships with employees, customers, vendors, and business partners.

Other Requirements:

• Valid driver’s license and acceptable driving record required.
• Must be able to communicate (speak, read, comprehend, write in English).
• Ability to travel 50% of the time.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear.  The employee frequently is required to sit for extended periods. The employee is frequently required to stand, walk for long periods with repetitive climbing stairs, repetitive bending, stooping, pushing pulling, leaning and twisting; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must regularly lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds while following the lift policy expectations.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  The employee may be required to operate a forklift and other company equipment as required by the role.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, fumes or airborne particles, and outside weather conditions.  The noise level in the work environment is usually quiet.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts or equipment; high, precarious places; and outside weather conditions with varying temperatures. The employee is occasionally exposed to wet and/or humid conditions, extreme cold, and extreme heat. The noise level in the work environment is usually loud. Machinery and tool operation require the use of safety equipment to include but not limited to eye safety glasses, hearing protectors.

Required: High school diploma or GED, plus a minimum of five years of experience in the heavy equipment industry, including at least three years of supervisory experience leading technical teams.

Preferred: Associate degree from an accredited vocational school, or an equivalent combination of education and experience that demonstrates the knowledge, skills, and ability to successfully perform the role.