Job Description

About the Role

We're looking for a motivated and experienced Service Manager at our Wilmington, DE location to lead our field and shop service operations. Reporting to the Operations Manager, this position oversees technician assignments, shop readiness, equipment maintenance, and customer service excellence. The ideal candidate is a hands-on leader who thrives in a fast-paced, customer-focused environment and knows how to balance operational efficiency with team development and technical quality.

What You'll Do

• Lead, schedule, and coordinate daily service technician assignments to ensure efficient and timely deployment.

• Prepare and submit safety incident reports (including near-misses) within 24 hours and track corrective actions to closure.
• Lead monthly safety meetings/toolbox talks with technicians, documenting attendance, topics, and follow-ups.
• Manage the truck fleet and ensure monthly safety meetings and DOT inspections completed correctly.

• Serve as the first line of technical support for troubleshooting and equipment issues.

• Maintain a safe, organized, and fully functional shop environment.

• Ensure technicians are properly trained and follow all safety and quality procedures.

• Oversee fleet maintenance, service documentation, and work order completion using company systems.

• Manage work assignments to achieve operational goals, including on-time service and equipment readiness.

• Collaborate with the Technical Services Director to identify and resolve field equipment issues.

• Coach and mentor technicians to build technical skill, teamwork, and customer service excellence.

• Review, approve, and close service orders and purchase requisitions within authority limits.

• Promote adherence to company policies, cost controls, and performance metrics to support profitability.

• Ensure all deployed equipment meets operational standards ("green tagged") and is ready for service.

• Drive process improvement initiatives to enhance efficiency, safety, and service delivery.

• Represent the company with professionalism and provide exceptional customer experiences.

• Support cross-functional teams and travel as needed (domestic and international).

Who You Are

• A hands-on leader who enjoys solving problems and supporting a high-performing service team.

• Organized and proactive, with the ability to juggle multiple priorities in a fast-paced environment.

• Detail-oriented but adaptable - able to balance quality, deadlines, and customer satisfaction.

• Strong communicator with excellent interpersonal, written, and verbal skills.

Qualifications

• Associate degree or technical certification preferred (or equivalent experience).

• 5+ years of technical or field service experience, including leadership or supervisory roles.

• Strong mechanical aptitude and understanding of equipment maintenance and repair.

• Experienced running monthly safety meetings and DOT inspections

• Proficient with Microsoft Office Suite and business systems (inventory, work order, or ERP tools).

• Proven track record of coaching teams, driving results, and delivering excellent customer service.

• Valid driver's license (passport required for international travel).

• Ability to lift up to 35 lbs and work in shop/field environments as needed.

Why Join Us

• Opportunity to lead a skilled, motivated service team in a growing organization.

• Collaborative culture focused on safety, innovation, and continuous improvement.

• Competitive pay and benefits, with room for growth and professional development.

Ready to Lead the Way?

If you're a natural leader who takes pride in delivering reliable service and inspiring your team to perform at their best, we'd love to hear from you.

Apply today to join our team as a Service Manager!

REIC and all affiliates operate as drug-free environments, which includes marijuana. A pre-employment drug screening that tests for THC and other drugs, as well as a full background check, is required of all newly hired employees.

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