Service Department Manager - Commercial Industrial

Job DescriptionJob Description

Garment Machinery Company, Inc.is an industry-leading service specialist in both commercial and residential appliances. Serving commercial, industrial, and institutional clients in the New England area, Garment Machinery Company, Inc. is recognized as one of the industry's foremost experts in commercial laundry equipment.

We are seeking an exceptional Service Department Manager to lead our world-class service organization and drive operational excellence across all aspects of service delivery.

Position Overview

This is a senior leadership role responsible for the complete management and strategic direction of Garment Machinery Company, Inc’s. service department. The successful candidate will lead a team of expert technicians, drive department performance and profitability, and uphold Garment’s reputation for technical excellence and premium customer service.

Key Responsibilities

Team Leadership & Development

• Develop and lead a world-class service team, fostering technical excellence and professional growth
• Recruit, train, and retain top-tier service technicians and support staff
• Monitor and ensure that technicians meet all training objectives, education requirements, industry certifications.

Quality & Customer Experience

• Oversee all service work, ensuring Garment Machinery Company’s rigorous quality standards for technical excellence are consistently met
• Maintain strict protocols for field safety and office responsiveness
• Champion exceptional customer experience and satisfaction
• Guide customers to enable informed decision-making regarding their equipment.

Financial Management & Performance

• Balance profitability objectives with Garment’s commitment to technical excellence and customer guidance
• Maintain accountability for Service Department financial performance and profitability
• Establish and achieve billing targets while ensuring invoice accuracy and completeness
• Optimize production hours and allocate appropriate time for ongoing technician training

Leadership & Problem Resolution

• Lead decisively through service department challenges and conflicts
• Effectively resolve issues involving internal teams, customers, vendors, and other external stakeholders
• Champion Garment Machinery’s culture of superior craftsmanship, technical prowess, and trusted client advisement

Requirements

• 10+ years of progressive leadership experience in commercial service operations
• Working knowledge in commercial appliances is a huge plus!
• Proven track record of P&L management and departmental financial accountability
• Strong background in team leadership, development, and retention
• Exceptional problem-solving and conflict resolution skills
• Proficiency in business management software and Microsoft Office (Word, Excel, Outlook)
• Bachelor's degree in Mechanical Engineering, Business, or related field

Company DescriptionWe have been in business for over 85 years. Family run operation looking for candidates that are looking to grow!Company DescriptionWe have been in business for over 85 years. Family run operation looking for candidates that are looking to grow!