Service Manager

Company Overview:

Best Equipment is a family-owned and operated environmental equipment dealership headquartered in Indianapolis, Indiana. We provide premium equipment sales and service in industries such as garbage and recycling, sweeping, sewer, hydro excavation, and underground operations. Serving municipalities and contractors across Michigan, Indiana, Kentucky, and Ohio, we pride ourselves on exceptional customer service, and our family values are at the heart of everything we do.

Position Summary:
The Heavy Equipment Service Manager plays a critical role in ensuring long-term customer satisfaction and equipment performance after the sale. This leadership position oversees the service team, drives technician development, and manages post-sale support to ensure customers feel supported throughout the equipment lifecycle. The ideal candidate is customer-focused, business-minded, and passionate about delivering service excellence.

Required Qualifications:

• Strong customer relationship and communication skills


• Proven leadership experience in service operations


• Business acumen with a focus on driving recurring revenue through service programs

Key Responsibilities:

• Lead and develop shop and field technicians to create a high-performing, customer-focused team


• Manage post-sale customer support, including proactive check-ins, service reminders, and follow-ups


• Promote, quote, and sell Preventative Maintenance (PM) programs to reduce customer downtime and build recurring service revenue


• Collaborate with Sales to ensure smooth equipment handoff and continued post-delivery support


• Quote and close service work tied to inspections, customer requests, and PM program needs


• Support the Service Writer with efficient scheduling and timely invoicing


• Monitor technician utilization, workload, and backlog to meet performance and revenue goals


• Coordinate technician training in alignment with seasonal needs, PM tasks, and OEM updates


• Ensure professionalism in technician conduct, truck appearance, and customer communication


• Serve as a technical liaison for customers, involving OEM representatives when needed


• Conduct regular customer outreach and follow-up to identify service opportunities and build loyalty


• Assist with billing or collections issues as needed

Key Performance Indicators (KPIs):

• Preventative Maintenance Program Enrollment & Revenue


• Post-Sale Customer Contact Rate


• Technician Recovery & Utilization


• Service Gross Profit


• Overall Service Revenue


• Customer Satisfaction & Retention


• Safety Meeting Attendance

Benefits:

Starting salary is competitive and will be based on qualification and experience. Best Equipment offers medical, dental, vision, and life insurance, 401K, 10 paid holidays, vacation and sick time, plus more benefits. For more information on Best Equipment, please visit www.BestEquipmentCo.com.