Service Manager I

Gregory Poole•Raleigh, NC

23h

About The Position

The Service Manager I is responsible for providing timely, professional customer repair service and maintaining customer satisfaction while managing the operation’s financial performance and resources. The role oversees people, facilities, tools, equipment, and finances to support productivity, efficiency, profitability, and effective resource deployment. It also fosters a stimulating workplace and maintains a safe, environmentally responsible operation that complies with applicable regulations. The manager oversees customer service and repair processes, including communication about repair status, accurate billing and documentation, warranty and policy administration, equipment inspections, and recommendations for repairs and maintenance. The position manages the operation’s profit and loss, work orders, staffing and scheduling, assets, maintenance, reporting, and annual business planning. It also develops employees, supports recruitment and retention, conducts performance and career-planning reviews, and ensures compliance with OSHA, MSHA, DOT, and EPA requirements.

Requirements

High school diploma or graduate status and at least 5 years of equipment service experience in a similar industry, preferably with squad leadership experience; alternatively, a two-year business, management, or diesel/heavy-equipment technology degree and at least 2 years of service-related group leadership experience, preferably in a similar industry.
Ability to work for long periods while seated.
Ability to clearly communicate with customers by phone or in person, primarily verbally and also in writing.
Physical ability to operate equipment to assist with loading and unloading when needed.
At least intermediate PC skills; working knowledge of the Internet and email; proficiency in MS Word and Excel is preferred.
General equipment knowledge and basic mechanical aptitude are advantageous.

Nice To Haves

Squad leadership experience.
A two-year related degree and successful Caterpillar or similar dealer/business heavy- or compact-construction-equipment service management experience.
Proficiency in MS Word and Excel.
General equipment knowledge and basic mechanical aptitude.

Responsibilities

Provide timely, professional, high-quality service at value-based prices; respond promptly to customer needs and minimize equipment downtime and repair turnaround time.
Ensure repairs are completed correctly the first time and minimize rework.
Maintain daily customer contact about repair status; manage accurate and fair billing and professional repair documentation.
Administer warranty and policy guidelines to minimize customer expense while protecting customer relationships.
Notify customers about PIP and PSP repairs and help schedule them at a mutually convenient time.
Inspect customer equipment when possible, assess its condition, and recommend repairs, maintenance procedures, and operating parameters.
Review KPI metrics and CI boards monthly; conduct weekly Toolbox Talks and review the previous week’s accidents with technicians.
Manage the assigned operation’s profit and loss, including sales, flat-rate pricing, variances, expenses, resource scheduling, and staffing.
Coordinate with the Credit Department to assess customer creditworthiness before work is completed and administer COD transactions.
Manage work-order administration to support timely and accurate reporting of parts, shipping charges, outside purchases, warranty claims, and labor charges, and to minimize work in process.
Manage company vehicles, equipment, and tooling; plan routine maintenance and ensure applicable EPA, OSHA, MSHA, and DOT compliance; plan for future expansion.
Review and approve performance reports, ensure expense accuracy, and make journal entries to correct discrepancies.
Develop an annual business plan covering the budget, capital requirements, and manpower requirements.
Schedule shop operations, prioritize work, and match technician skills to repair tasks to support quality and minimize turnaround time.
Recruit, hire, and retain qualified personnel; work with HR and Training to develop skills needed for changing conditions.
Conduct annual performance reviews and regular career-planning sessions; assess performance, suggest training, counsel employees, and provide personal support as needed.
Enforce company policies concerning employee safety, hygiene, and behavior; protect the company’s culture and professionalism; manage separations professionally when necessary.
Ensure compliance with OSHA, MSHA, and DOT standards, including requirements for tooling, maintenance, painting, safety, and state inspections.
Reduce workers’ compensation expense through training, policy enforcement, and accident reporting.
Ensure EPA compliance and manage hazardous-waste disposal, fluid recovery, spill reporting and cleanup, stormwater management, random testing, regulatory reporting, machine reporting compliance, vehicle licensing, and vehicle insurance.