Service Manager - CAT Dealership

Wiese Group•St Louis, MO

About The Position

Wiese USA is seeking an experienced, results-driven Service Manager to lead the service department at a large, established material handling equipment dealership. The manager oversees daily service operations, leads and develops service technicians and support personnel, delivers strong customer service, and drives departmental performance and profitability. The role balances day-to-day operational demands with strategic planning for continued growth and success. The Service Manager provides leadership and support to branch Team Members, recruits and develops service personnel, and coordinates with parts, sales, rental, and other departments. The position champions workplace safety, ensures compliance with safety requirements and company policies, and promotes accountability and teamwork. The manager oversees scheduling, dispatching, work orders, technician productivity, departmental budgets, expenses, and performance metrics. The role also seeks opportunities to grow service revenue through customer relationships, preventive maintenance, and expanded service offerings, while resolving customer concerns and maintaining long-term relationships. Wiese USA describes its culture as focused on people, relationships, servant leadership, teamwork, and professional development.

Requirements

At least 4 years of service management experience, preferably in material handling, forklifts, heavy equipment, automotive, or a related industry.
Previous experience leading and developing a team of technicians or service professionals.
Strong understanding of service department operations, technician productivity, labor utilization, and departmental financial performance.
Demonstrated ability to manage budgets, monitor performance metrics, and drive profitability.
Excellent leadership, communication, organizational, and problem-solving skills.
Strong customer service orientation and ability to build and maintain long-term business relationships.
Ability to manage competing priorities in a fast-paced, customer-focused environment.
Proficiency with business systems, service management software, and Microsoft Office.
Commitment to workplace safety and Team Member development.

Responsibilities

Provide leadership, direction, and support to branch Team Members.
Recruit, train, coach, and develop service Team Members and build an engaged, accountable team.
Coordinate with parts, sales, rental, and other departments to serve customers effectively.
Promote continuous improvement, teamwork, quality results, and exceptional customer service.
Champion workplace safety and ensure technicians follow established safety procedures when servicing, repairing, and maintaining equipment.
Conduct safety meetings, inspections, and reviews; identify hazards and help prevent workplace injuries.
Ensure Team Members are trained in equipment operation, safe work practices, and use of personal protective equipment.
Monitor safety performance, investigate incidents and near misses, and implement corrective actions.
Maintain compliance with OSHA requirements, company safety policies, and applicable industry standards.
Ensure technicians have the tools, equipment, training, and resources needed to perform their jobs.
Oversee daily service operations, including scheduling, dispatching, work order management, and technician productivity.
Monitor labor sales, technician efficiency, productivity, work order performance, and departmental profitability.
Manage department expenses, labor costs, and operational budgets.
Identify opportunities to increase service revenue through customer relationships, preventive maintenance programs, and expanded service offerings.
Ensure customers receive timely, professional, high-quality service and maintain strong customer relationships.
Resolve customer concerns and service-related issues in a timely and professional manner.