Job Details
Job Location: Des Moines, IA
Position Type: Full Time
Salary Range: Undisclosed
Description
Job Summary:
Ag Express Electronics is seeking a skilled Service Manager who will be accountable for the operational performance of the service department, with a strong focus on managing through metrics, leading technician development, and driving continuous improvement. This includes leading a team of technicians, overseeing repair and customer service activities, ensuring service quality and lead time commitments, and maintaining strong relationships with customers. The Service Manager plays a critical role in driving performance, coaching team members, and upholding company standards to deliver exceptional customer experience and operational excellence.
This position is located at our Des Moines, Iowa location.
Qualifications
Key Responsibilities:
Department Leadership & Staff Development
- Lead, mentor, and evaluate all service technicians, ensuring development and progression are aligned with the company goals and core values.
- Drive understanding and ownership of key metrics to guide coaching, performance conversations, and accountability at all levels.
- Reinforce a culture of accountability, teamwork, and continuous improvement, ensuring technicians understand and meet expectations.
- Make personnel recommendations—including hiring, promotions, and level advancements—based on performance, competencies, and department needs.
Service Operations & Quality Oversight
- Oversee and refine repair workflows, ensuring repair processes are consistent, timely, and aligned with service standards.
- Monitor technician output, work queues, and daily progress to maintain service flow and meet customer commitments.
- Review quality trends, rework rates, and performance gaps; implement corrective actions to strengthen service outcomes.
- Ensure all processes meet company standards and customer expectations.
Inventory & Resource Planning
- Manage service inventory accuracy and ensure parts availability supports smooth repair operations across technician levels.
- Forecast part needs based on workload trends and seasonal patterns; partner with purchasing to maintain an efficient pipeline.
Collaboration & Communication
- Act as a liaison between service, sales, repair development, and other departments to ensure alignment and information flow.
- Communicate clearly with technicians, management, and customers regarding expectations, timelines, and progress.
Customer & Manufacturer Relations
- Build and maintain positive relationships with customers and manufacturers, representing the service department professionally and responsively.
- Resolve escalated customer concerns with a root-cause mindset and ensure corrective actions are implemented.
- Align technician expectations and processes with customer requirements and manufacturer guidance.
Continuous Improvement
- Champion continuous improvement efforts that enhance productivity, workflow, and service quality.
- Use KPIs, dashboards, and technician performance data to identify trends, drive improvements, and sustain results.
- Lead or participate in cross-functional initiatives that improve service processes and customer outcomes.
Required Skills and Qualifications:
- Leadership: Proven leadership skills with the ability to coach, develop, and hold a team accountable in a supportive and constructive manner.
- Communication Skills: Strong interpersonal and communication abilities, with confidence in communicating across departments and at multiple levels of the organization.
- Customer Service: Demonstrated commitment to high-quality service and customer satisfaction, with the ability to manage escalations and build long-term relationships.
- Problem Solving: Solution-oriented mindset with strong analytical and critical thinking skills to improve processes and resolve issues.
- Organization Skills: Strong organizational abilities with attention to detail and the capability to manage competing priorities in a deadline-driven environment.
- Collaboration: Ability to work cross-functionally with internal teams including purchasing, product development, and sales to ensure alignment and performance.
- Industry Knowledge: Experience in agricultural equipment, electronics, or a related technical service environment is highly desirable.
Required Experience/Education/Training/Certifications:
- Education: High school diploma or GED required; bachelor’s degree in business, agriculture, technical services, or a related field is preferred.
- Work Experience:
- 5–7 years of progressive experience in service operations or technical repair services, including at least 2 years in a supervisory or team leadership role.
- Prior experience of managing service teams, overseeing customer service, and working with cross-functional teams is essential.
- Formal leadership training, lean service, or customer service certifications (e.g., Six Sigma, ICML, or OEM certifications) are a plus.
- Computer Skills:
- Proficiency in Microsoft 365 applications and service management systems is required. Familiarity with inventory systems and work order tracking tools is preferred.
- Experience with ERP systems is preferred.
Physical Demands:
- Manual Dexterity: Ability to manipulate small components, connectors, and wires with precision and accuracy during the assembly and testing of electrical systems.
- Lifting and Carrying: Occasionally, the role may involve lifting and carrying equipment, tools, or materials weighing up to a certain limit.
- Standing and Walking: Some tasks may require standing and walking around the facility for limited periods of time, such as collaborating with coworkers and testing certain equipment.
- Visual Acuity: Good eyesight and visual acuity are important for reading technical diagrams, inspecting electrical components, and identifying small details during the repair and testing process.
- Sitting for Extended Periods: Much of the work may be conducted at a desk or workstation, requiring the ability to sit for extended periods
- Repetitive Motion: Some tasks, electronic assembly or testing, may involve repetitive motions of the hands, arms, or fingers. Ergonomic practices should be followed to minimize the risk of repetitive strain injuries.
- Safety Awareness: Awareness of and adherence to safety protocols and procedures, including ESD (Electrostatic Discharge) protocols, is essential when navigating the organization’s facilities to ensure compliance and minimize the risk of workplace hazards or accidents.
Ag Express Electronics is committed to providing reasonable accommodation for employees with disabilities and ensuring a supportive work environment. Candidates are encouraged to discuss specific needs during the application process.
Benefits:
Ag Express Electronics offers a leading benefits package as highlighted below:
- Employer-Sponsored Benefits: Medical, Dental, Group Life, Short-Term Disability (STD) with buy-up options
- Voluntary Benefits: Vision, Healthcare and Dependent Care Flexible Spending Account(s) (FSA), Life Insurance
- 401(k): Safe Harbor 401(k) including an annual 3% company contribution and Profit Share funded annually at the discretion of Ag Express Electronics.
- Employee Stock Ownership Plan (ESOP): Contribution funded annually at the discretion of Ag Express Electronics.
- Paid Time Off (PTO): PTO allowance to support work-life balance and provide employees with opportunities for rest, relaxation, and personal pursuits.
- Holiday Benefits: Recognition and observance of holidays by Ag Express Electronics, allowing employees to celebrate.
- Flexible Hours: Flexible work hours empower employees to have greater control over their work schedules, fostering a better work-life balance and increased flexibility to accommodate personal commitments.
- Educational Assistance: Support for employee development through educational assistance, including financial support for further education or professional certifications relevant to their roles, ensuring continuous learning and growth opportunities.
- Casual Dress Environment: Enjoy a casual dress environment at work, with company-provided branded clothing to promote comfort and a sense of belonging among employees.
Ag Express Electronics is an Equal Opportunity employer. We do not discriminate based on race, religion, color, sex, gender, identity, sexual orientation, age, national origin, veteran status, or any other basis covered by appropriate law.
About Us:
Ag Express Electronics is a leading provider of innovative electrical solutions for agricultural, construction, and industrial applications. We specialize in designing custom electrical harnesses and distribution systems to meet the unique needs of our clients. Our team is dedicated to delivering high-quality, reliable, and efficient solutions that exceed customer expectations.
