Hydraulics Service Manager

Gregory Poole Equipment Company•Raleigh, NC

About The Position

Primary Function Responsible for the overall growth, operational performance, team development, and customer experience of the Hydraulic Cylinder Shop, Hydraulic Pump Shop, and Hydraulic Product Support Sales Team. Serves as the primary liaison between the Raleigh Service Department, customers, and internal departments while promoting safe work practices, operational efficiency, financial performance, and excellent workmanship. Essential Duties Financial and Operational Performance Monitor expenses, financial reports, profitability, and service revenue for assigned hydraulic operations Control labor and parts costs across shop and field operations to meet profit objectives Prepare and manage annual budgets, capital expenditure requests, and operational objectives Monitor work order activity to ensure timely, accurate invoicing and closure Customer Experience and Business Relationships Serve as the primary liaison between customers, service, parts, and sales for hydraulic operations Resolve customer complaints promptly while promoting fairness, professionalism, and goodwill Ensure customer credit policies are followed and partner with the Credit Department on account matters Support sales teams with technical input, special projects, and service-related opportunities Service Operations and Warranty Management Oversee service shop operations to ensure efficient scheduling, dispatching, and technician productivity Monitor warranty work orders and partner with warranty analysts to maximize recovery Ensure warranty and policy decisions are fair to the customer, manufacturer, and company Provide technical assistance to service teams as needed People Leadership and Talent Development Directly and indirectly lead managers, supervisors, technicians, and support staff Conduct performance evaluations and ensure proper wage and salary administration Train, mentor, and develop managers and technicians to support operational and technological growth Schedule and support required training for all direct and indirect reports Compliance, Assets, and Strategic Leadership Ensure compliance with corporate policies, safety standards, and regulatory requirements Maintain company assets including shops, yards, vehicles, tools, and equipment in a safe and professional condition Conduct department and branch meetings to communicate goals, performance, and expectations Participate in divisional policy development and provide leadership coverage in the absence of the General Service Manager

Requirements

Must be a high school graduate with at least 5 years equipment service experience in a similar industry and 2 years of supervisory or leadership experience; or have at least an associate degree in management, diesel/heavy equipment technology or related field with at least 3 years equipment service experience in a similar industry and 2 years of supervisory or leadership experience.
Experience in equipment services or similar industry.
2 years of supervisory or leadership experience required.
Must be able to work for long periods while seated.
Must have the ability to clearly communicate with customers on the phone or in person.
Must have physical ability to operate equipment to assist with loading and unloading if needed.
Must have excellent customer relations and communication skills.
Must have at least intermediate PC skills, preferable in MS Word and Excel, and have a working knowledge of Microsoft Suite.

Responsibilities

Monitor expenses, financial reports, profitability, and service revenue for assigned hydraulic operations
Control labor and parts costs across shop and field operations to meet profit objectives
Prepare and manage annual budgets, capital expenditure requests, and operational objectives
Monitor work order activity to ensure timely, accurate invoicing and closure
Serve as the primary liaison between customers, service, parts, and sales for hydraulic operations
Resolve customer complaints promptly while promoting fairness, professionalism, and goodwill
Ensure customer credit policies are followed and partner with the Credit Department on account matters
Support sales teams with technical input, special projects, and service-related opportunities
Oversee service shop operations to ensure efficient scheduling, dispatching, and technician productivity
Monitor warranty work orders and partner with warranty analysts to maximize recovery
Ensure warranty and policy decisions are fair to the customer, manufacturer, and company
Provide technical assistance to service teams as needed
Directly and indirectly lead managers, supervisors, technicians, and support staff
Conduct performance evaluations and ensure proper wage and salary administration
Train, mentor, and develop managers and technicians to support operational and technological growth
Schedule and support required training for all direct and indirect reports
Ensure compliance with corporate policies, safety standards, and regulatory requirements
Maintain company assets including shops, yards, vehicles, tools, and equipment in a safe and professional condition
Conduct department and branch meetings to communicate goals, performance, and expectations
Participate in divisional policy development and provide leadership coverage in the absence of the General Service Manager