Service Customer Care Team Manager

We are hiring a Service Customer Care Team Manager to lead and support our field and shop service technicians and dispatch teams. This role involves daily operations, service quality monitoring, and customer communication, along with managing proposals, billing, and technician development.

You’ll oversee the coordination and coaching of both field and in-house service staff, ensuring work orders, diagnostics, and repair scheduling are completed efficiently and professionally. This position acts as the primary point of contact between technicians, dispatchers, and customers—managing everything from quality checks and technician coaching to billing accuracy and warranty campaign compliance. You will also assist with troubleshooting, supervise technician dispatch activities, and ensure customers receive timely updates and solutions. If you’re a seasoned service leader who thrives in a dynamic environment, this role offers the chance to make a meaningful impact on team performance and customer satisfaction.

• 5+ years of experience in heavy equipment repair or technician team leadership required
• Proven ability to coach technicians, oversee daily workloads, and manage dispatch operations
• Strong customer communication skills, with a professional and problem-solving approach
• Proficiency in Microsoft Office, CRM tools, and dispatching or scheduling systems
• High attention to detail and ability to balance multiple tasks including documentation, proposals, and customer follow-up
• Comfortable working with service bulletins, warranty tracking, and manufacturer resources
• Physically capable of supporting field visits and assisting with technical reviews as needed