Service Manager - CAT Dealership

WIESE GROUP•Wichita, KS

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 in Wichita, Kansas. The manager oversees daily service operations, leads and develops service technicians and support personnel, delivers exceptional customer service, and drives departmental performance and profitability. This hands-on leadership role balances day-to-day operational demands with strategic planning for continued growth and success. The position emphasizes developing people, building lasting customer relationships, maintaining operational excellence, and fostering accountability, teamwork, and safety.

Requirements

At least 4 years of experience in service management, preferably in material handling, forklifts, 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.
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, building an engaged and 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 safety throughout service operations and ensure technicians follow established safety procedures.
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 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.
Promote accountability and ownership of safety practices within the service department.
Ensure technicians have the tools, equipment, training, and resources needed to perform their work.
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 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.
Take ownership, develop talent, embrace change, and improve processes and results while working alongside the team, interacting with customers, and evaluating department financial performance.