Service Manager - CAT Dealership

Wiese USA is looking for an experienced and results-driven Service Manager to lead our service department at a large, established material handling equipment dealership. This individual will oversee daily service operations, lead and develop a team of service technicians and support personnel, and ensure exceptional customer service while driving departmental performance and profitability.

The ideal candidate is a strong leader who understands the importance of developing people, building lasting customer relationships, maintaining operational excellence, and creating a culture of accountability and teamwork. This role requires someone who can balance the day-to-day demands of a busy service operation with the ability to plan strategically for continued growth and success.

Essential Duties and Responsibilities

• Leadership.
  • Provide leadership, direction, and support to all Team Members of your branch.
  • Recruit, train, coach, and develop service Team Members while building a strong, engaged, and accountable team.
  • Work closely with parts, sales, rental, and other departments to ensure a coordinated approach to serving customers.
  • Promote a culture of continuous improvement, teamwork, a high quality results with exceptional customer service.
• Drive safety culture.
  • Champion a strong safety culture by making Team Member’s safety a top priority in all service operations.
  • Ensure technicians follow established safety procedures when servicing, repairing, and maintaining material handling equipment.
  • Conduct regular safety meetings, inspections, and reviews to identify potential hazards and prevent workplace injuries.
  • Ensure Team Members are properly trained in equipment operation, safe work practices, and the use of personal protective equipment (PPE).
  • Monitor safety performance, investigate incidents and near misses, and implement corrective actions to prevent recurrence.
  • Maintain compliance with OSHA requirements, company safety policies, and applicable industry standards.
  • Promote accountability and ownership of safety practices throughout the service department.
• Management of daily operations.
  • Ensure technicians have the proper tools, equipment, training, and resources to perform their jobs effectively.
  • Oversee daily service operations, including scheduling, dispatching, work order management, and technician productivity.
  • Monitor key performance indicators, including labor sales, technician efficiency, productivity, work order performance, and departmental profitability.
  • Manage department expenses, labor costs, and operational budgets.
  • Identify opportunities to grow service revenue through customer relationships, preventative maintenance programs, and expanded service offerings.
• Customer satisfaction
  • Ensure customers receive timely, professional, and high-quality service while maintaining strong customer relationships.
  • Resolve customer concerns and service-related issues in a timely and professional manner.