Service Manager

About the role

The Service Manager is responsible for overseeing and coordinating all aspects of service and repair operations. This role requires leading a high-performing team of service technicians while maintaining flexibility to adapt to shifting priorities, urgent repair needs, and seasonal fluctuations. This position requires a strong dedication to customer service and the ability to approach operational challenges as opportunities for growth and continuous improvement.

What you'll do

• Provide leadership and mentorship to service technicians through hands-on training, guidance, and daily support.
• Oversee all aspects of the service department, ensuring efficient operations and prompt response to customer needs.
• Develop and implement proactive and responsive service strategies tailored to the dynamic nature of marine construction, including urgent repair needs and seasonal fluctuations.
• Conduct inspections, diagnose service issues, and resolve problems, particularly those related to pier systems and waterfront structures.
• Prioritize flexibility in supporting field crews and barge operations by reallocating resources and adjusting schedules to meet evolving project demands.
• Maintain accurate and detailed documentation of service work, repairs, and customer interactions.
• Collaborate closely with project managers and foremen to anticipate service demands, prevent operational delays, and deliver high-quality customer service.
• Uphold safety protocols and ensure compliance with all marine industry standards and regulatory requirements.
• Foster a culture of continuous improvement by embracing new technologies, techniques, and service innovations.
• Manage service parts inventory, vendor relationships, and procurement processes to ensure timely and cost-effective support.
• Assist in preparing budgets and forecasting service-related expenses.
• Respond to a high volume of service calls with professionalism, prioritizing customer satisfaction and warranty service resolution.
• Coordinate service dispatch effectively to maximize technician productivity and minimize downtime.
• Demonstrates flexibility by working in diverse environments, including on-water project sites and outdoor conditions, and by assisting in other areas of the business during slower service months.
• Other duties as assigned

Qualifications

• High school diploma or equivalent.
• 2 years of experience in a service management or supervisory role, preferably within the marine, construction, or equipment service industries.
• Strong background in troubleshooting, repairs, and coordinating service operations
• Proven ability to lead and develop high-performing teams in dynamic, fast-paced environments
• Working knowledge of warranty processes, dispatch coordination, and customer service best practices
• Proficiency in using service management software or systems is a plus
• Strong understanding of regulatory compliance in transportation and marine fields.
• Excellent communication and organizational skills.
• Willingness to adapt to fast-changing project demands and travel when needed.

Work Behaviors:

Quality of Work

• Consistently produces accurate work. 

           Commitment and Initiative

• Consistently demonstrates commitment to the Company’s success and growth.
• Customer-focused (both internal and external customers).
• Can identify problems/issues and participate in problem resolution as appropriate for job level.
• Perseverance “can-do” attitude.

Managing Time and Resources

• Effectively and efficiently manages workload with appropriate sense of urgency.
• Flexible and adaptable to meet changing priorities and workload.
• Meets established goals.
• Reliable and punctual.

Working with Others

• Is seen as a team player; gains trust by supporting colleagues; is a collaborator.
• Makes others better. 

Development and Professional Skills

• Seeks and is open to feedback.
• Accountable for one’s own actions.
• Complies with company policies and procedures. 

Working Conditions and Physical Efforts:

• Work involves walking, talking, hearing, lifting, pushing, pulling and/or carrying up to 100 pounds occasionally in addition to using material handling equipment.
• May be required to stoop, bend, kneel, crouch or crawl.  Vision abilities require close vision assessments. Moderately loud noise levels in the work environment.
• Ability to lift and carry up to 100 pounds as needed.
• Use of personal protective equipment (PPE) as required.
• Steel-toe boots are required. 

Travel Requirements: Travel to job sites, may include overnights.