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Service Manager

Fel-Tech, LLC

Worcester, MA

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JOB DETAILS
SKILLS
Budget Management, Communication Skills, Customer Relations, Customer Support/Service, Distribution Channel, Fault Management, Heavy Equipment/Vehicles, Hydraulic Engineering, Inventory Cycle Counts, Inventory Management, Leadership, Lift/Move 50 Pounds, Lifting Equipment, Machine Tool, Maintenance Services, Metrics, OEM (Original Equipment Manufacturer), Operational Improvement, Performance Analysis, Performance Metrics, Performance Reviews, Presentation/Verbal Skills, Pricing, Process Development, Property Rentals, Purchase Orders, Purchasing/Procurement, Quality Management, Retail Management, Revenue Management, Safety Compliance, Schematics, Systems Administration/Management, Team Lead/Manager, Test Bench, Test Equipment, Testing, Vehicle Fleets, Workforce Management, Writing Skills
LOCATION
Worcester, MA
POSTED
9 days ago
Position Summary **The Service Manager is responsible for the day-to-day operation of our repair facility - leading our technician team, overseeing repair quality, helping with parts and inventory, and assisting with writing estimates. This is a working-manager role; you will be on the shop floor alongside your team, not just behind a desk. **Key Responsibilities **Technical & Repair Oversight \~ Direct teardown, inspection, rebuild, and testing of hydraulic breakers across all makes and tonnage classes \~ Diagnose hydraulic faults - pressure loss, internal bypass, accumulator failure, worn diaphragms, cracked housings \~ Review technician repair plans; approve repair vs. replace decisions on wear parts (chisels, bushings, tie-rod sets, diaphragms) \~ Supervise test firing after rebuild. Shop & Workforce Management \~ Assign work orders by technician skill and workload; manage daily shop floor priorities and scheduling \~ Hire, onboard, and train technicians; conduct performance reviews and address skill gaps \~ Enforce shop safety: PPE compliance, lift/rigging procedures, hydraulic fluid handling, lockout/tagout \~ Maintain shop tools, lifting equipment, and test benches in calibrated, serviceable condition \~ Track labor efficiency and technician productivity metrics Estimating, Quoting & Work Orders \~ Inspect incoming units and write teardown-based repair estimates \~ Build parts and labor quotes using OEM/aftermarket pricing; apply shop markup policy \~ Open, track, and close work orders in the shop management system; ensure accurate labor capture \~ Coordinate with rental fleets, contractors, and dealers on turnaround commitments Parts & Inventory \~ Manage seal kits, wear parts, chisels, and consumables stock levels; set and maintain reorder points \~ Source parts from OEM distributors and aftermarket suppliers; evaluate quality and lead times \~ Maintain parts room accuracy - cycle counts, bin labeling, and model cross-referencing \~ Coordinate with purchasing on bulk buys, blanket orders, and vendor terms Customer Service \~ Serve as primary technical contact for customers dropping off and picking up equipment \~ Communicate repair status, scope changes, and cost authorizations clearly and promptly \~ Explain cause-of-failure findings to operators and owners; recommend operational improvements \~ Build long-term relationships with repeat accounts - contractors, rental houses, demolition firms Reporting & Business Performance \~ Track shop KPIs: billable hours, technician efficiency, average repair ticket value, comeback rate \~ Report weekly and monthly to ownership on throughput, backlog, and revenue \~ Manage shop operating budget; control consumable and tooling spend \~ Identify process bottlenecks; recommend equipment or staffing investments **Qualifications **Required \~ 3+ years of hands-on experience with heavy equipment \~ 3+ years in a supervisory, lead technician, or shop foreman role \~ Patience, listening skills, and the ability to work with other people \~ Strong hydraulic diagnostic skills - comfortable reading schematics and using pressure/flow test equipment \~ Experience writing repair estimates and working with shop management/work order systems \~ Demonstrated ability to lead and develop a technical team \~ Strong written and verbal communication skills for customer interaction \~ Ability to lift 50 plus pounds and work in a shop environment. **Preferred **\~ Experience with carrier hydraulic system setup and verification**************

About the Company

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Fel-Tech, LLC