Service Manager - CAT Dealership

Wiese Group•Baltimore, MD

About The Position

Wiese USA is seeking an experienced, results-driven Service Manager to lead the service department at an established material handling equipment dealership. The manager oversees daily service operations, leads and develops service technicians and support personnel, delivers exceptional customer service, and drives departmental performance and profitability. The role balances day-to-day service demands with planning for continued growth and success. The Service Manager provides leadership and support to branch Team Members, builds an engaged and accountable team, and coordinates with parts, sales, rental, and other departments. The role champions workplace safety, ensures compliance with OSHA requirements and company policies, and supports proper training and safe work practices. The manager oversees scheduling, dispatching, work orders, technician productivity, resources, expenses, labor costs, and budgets. The role monitors performance metrics and identifies opportunities to grow revenue through customer relationships, preventative maintenance programs, and expanded service offerings. The Service Manager also maintains customer relationships and resolves service concerns promptly and professionally.

Requirements

At least 4 years of experience in service management, preferably in material handling, forklift, heavy equipment, automotive, or a related industry.
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.
Strong 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, high-quality results, and exceptional customer service.
Champion workplace safety and ensure technicians follow established safety procedures.
Conduct safety meetings, inspections, and reviews to identify hazards and prevent injuries.
Ensure Team Members are trained in equipment operation, safe work practices, and personal protective equipment use.
Monitor safety performance, investigate incidents and near misses, and implement corrective actions.
Maintain compliance with OSHA requirements, company safety policies, and applicable industry standards.
Oversee daily service operations, including scheduling, dispatching, work order management, and technician productivity.
Ensure technicians have appropriate tools, equipment, training, and resources.
Monitor 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.
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.
Lead by example, hold people accountable, develop talent, improve processes and results, and evaluate departmental financial performance.