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. 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 the demands of a busy service operation with strategic planning for continued growth and success. The Service Manager promotes a culture of accountability, teamwork, continuous improvement, and safety. They work with other departments to coordinate customer service, maintain strong customer relationships, and ensure technicians have the tools, equipment, training, and resources needed to work effectively. The role also involves managing operational budgets and expenses, monitoring performance metrics, and identifying opportunities to grow service revenue.

Requirements

At least 4 years of experience in service management, preferably in material handling, forklift, 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 all 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 workplace safety and ensure technicians follow established procedures when servicing, repairing, and maintaining material handling 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 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 throughout the service department.
Oversee daily service operations, including scheduling, dispatching, work order management, and technician productivity.
Ensure technicians have the tools, equipment, training, and resources needed to perform their jobs effectively.
Monitor key performance indicators, including 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, professional manner.
Take ownership, develop talent, embrace change, improve processes and results, and evaluate departmental financial performance.