Service Manager

QXO, Inc. (NYSE: QXO) is the largest publicly traded distributor of roofing, waterproofing, and related products, and the second largest publicly traded distributor of lumber and building materials in North America. QXO is the fastest growing company in the $800 billion building products distribution industry and plans to become the tech-enabled leader by delivering best-in-class customer satisfaction and outsized returns for its shareholders. The company is targeting $50 billion in annual revenues within the next decade through accretive acquisitions and organic growth.

The Service Manager is responsible for leading QXO rental department service operations to deliver exceptional customer service, technician performance, equipment reliability, and operational efficiency. This role oversees service technicians, parts personnel, maintenance programs, warranty administration, inventory, and customer support. The ideal candidate is a hands-on leader who can build a skilled service team, maintain a safe work environment, and drive high-quality repair and maintenance services for customer-owned and company-owned equipment.

• Oversee day-to-day service center operations, including scheduling, workflow coordination, and service delivery
• Manage service technicians, parts personnel, and support staff to ensure efficient workflow and customer satisfaction
• Coordinate and assign repair work based on technician skill level, workload, customer needs, and equipment priorities
• Monitor service department productivity, repair quality, efficiency, profitability, and equipment downtime
• Develop and implement processes that improve service delivery, operational performance, and customer experience
• Ensure repair and maintenance activities meet company standards, manufacturer specifications, and customer expectations
• Lead, coach, train, and support team members to achieve service, safety, and operational goals
• Assist with recruiting, onboarding, scheduling, performance management, and employee development
• Foster a positive, accountable, safety-focused, and team-oriented work environment
• Serve as a point of contact for customers, providing repair recommendations, estimates, and completion timelines
• Resolve customer concerns, service issues, back charges, and escalated complaints in a timely and professional manner
• Partner with sales and branch leadership to support customer relationships, project requirements, and business growth
• Develop and manage preventative maintenance programs for company-owned equipment, rental fleet, and production equipment
• Oversee warranty administration and ensure warranty claims are processed accurately and timely
• Evaluate equipment performance and recommend replacement, upgrades, or additional equipment purchases as needed
• Manage parts inventory to support service operations while controlling inventory costs and minimizing downtime
• Review and approve vendor invoices and parts purchases as required
• Maintain accurate records in inventory, warranty, ERP, and service management systems
• Support tracking of expenses, labor utilization, revenue, forecasts, and operational performance metrics
• Identify opportunities to improve profitability, cost efficiency, and department performance
• Promote and enforce all safety policies, OSHA requirements, PPE standards, and regulatory requirements
• Maintain a clean, organized, safe, and compliant shop, yard, and service environment
• Perform additional duties and projects as assigned

• Strong leadership, coaching, and employee development skills
• Excellent communication, customer service, and relationship management abilities
• Ability to manage multiple priorities and deadlines in a fast-paced service environment
• Problem-solving skills and sound decision-making abilities
• Extensive knowledge of equipment maintenance, repair operations, and preventative maintenance programs
• Experience managing service technicians, parts personnel, and technical service teams
• Knowledge of warranty administration, parts inventory management, and service operations
• Familiarity with ERP systems, service management software, inventory systems, and Microsoft Office Suite
• Basic financial, budgeting, forecasting, or operational performance management knowledge
• High School Diploma or GED required; technical training, certifications, or advanced industry education preferred
• Minimum of 5-7 years of experience managing service personnel in equipment rental, construction equipment, heavy equipment, or related industries
• Valid driver’s license
• Combination of office, service shop, warehouse, equipment yard, and job site environments
• Ability to sit, stand, walk, bend, and perform physical tasks as needed
• Ability to occasionally lift parts, tools, and equipment components up to 50 lbs
• Comfortability with exposure to noise, moving equipment, weather conditions, oils, lubricants, and repair environments
• Ability to travel between branch locations, work extended hours, or support weekends if required based on business needs

• Health Care Benefits
• Paid Time Off

QXO is an Equal Opportunity Employer. We value diversity and do not discriminate on the basis of race, color, religion, gender or sexual orientation, national origin, age, disability, or any other protected status.