Service Manager

Description:

Sonsray Inc., the West Coast’s largest Thermo King & CASE dealership, is seeking a Service Manager to lead service operations at its Thatcher, AZ location. This role is pivotal in driving operational efficiency, profitability, and customer satisfaction while managing a team of technicians and support staff.

The Service Manager will oversee day-to-day service operations, including departmental financial performance, technician productivity, warranty claim processes, and customer service excellence. This is a leadership role requiring both strong management and technical expertise to maximize service profitability and ensure alignment with dealership KPIs.

The position also involves engaging with customers directly, including introducing service and product offerings through business development activities. As a key decision-maker, the Service Manager will be expected to demonstrate strong leadership in fostering team productivity, optimizing service processes, and ensuring seamless operations with full P&L accountability.

Key Responsibilities:

• Develop, implement, and manage the annual service budget to meet profit goals, KPIs, and business plans.

• Oversee technician performance, ensuring productivity and quality service delivery.

• Manage and resolve manufacturer warranty claims promptly while monitoring recovery rates and warranty expenses.

• Collaborate directly with manufacturers to address warranty-related issues.

• Maintain comprehensive management and performance reports, including full P&L responsibility.

• Promote services and products to prospective clients through cold calls, visits, and relationship-building.

• Ensure customer satisfaction by maintaining high service quality standards and quick resolution of issues.

• Lead and motivate a team of 10–20 employees, ensuring continuous improvement and professional development.

Qualifications & Skills:

• Proven background in agriculture equipment service management; CASE Agriculture Equipment experience preferred.

• Previous experience managing a repair shop with external customer-facing responsibilities.

• Ability to manage and develop teams of 10+ employees with leadership and mentoring skills.

• Hands-on mechanical expertise in construction equipment with strong technical aptitude.

• Proficiency in analyzing internal reports, including Profit & Loss statements.

• Strong organizational, communication, and leadership skills.

• Must be 21 years of age or older with a valid driver’s license.

Why Work with Sonsray?

• Medical coverage (PPO + HSA options).

• Free dental, vision, and life insurance.

• 401K with competitive employer contributions.

• 80 hours of vacation annually, increasing with service years.

• Annual uniforms and $125 boot voucher.

• Paid day off annually for community volunteer work.

• Birthday meal provided.

• Annual holiday party with covered airfare and hotel for employee + guest.

• Privately owned company with an open-door policy, focusing on growth and employee development.