Service Manager

Jobs › Worcester, MA › Service Manager Fel-Tech, LLC Service Manager Worcester, MA Apply 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

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