Service Manager - CAT Dealership

Wiese Group•Indianapolis, IN

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 exceptional customer service, and drives departmental performance and profitability. The position balances the demands of a busy service operation with strategic planning for continued growth and success. The role emphasizes people development, lasting customer relationships, operational excellence, accountability, teamwork, and workplace safety. The manager works alongside the team, interacts with customers, and evaluates departmental financial performance.

Requirements

At least 4 years of experience in service management, 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.

Nice To Haves

Experience in material handling, forklift, heavy equipment, automotive, or a related industry.

Responsibilities

Provide leadership, direction, and support to all 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 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 personal protective equipment (PPE).
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 throughout the service department.
Ensure technicians have the tools, equipment, training, and resources needed to perform their jobs effectively.
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, hold people accountable, improve processes and results, and adapt to change.