Service Manager

Louisiana Cat•Hammond, LA

5h•Onsite

About The Position

Louisiana Cat has been proud to represent Caterpillar® for 4 continuous generations in the state of Louisiana. We have been providing our customers with the highest quality Cat® equipment, service, and parts since 1933. We serve to build and power our community for a better future. We are always searching for high energy, ambitious candidates who are ready to join our team. You can build your future here! JOB SUMMARY We are searching for a Branch Service Manager to join our growing operations at our Hammond, Louisiana location. As a Branch Service Manager, you will oversee the service operations for a designated location, ensuring the highest levels of customer satisfaction and operational efficiency. You will manage all aspects of shop and field service, optimize processes, drive profitability, and ensure the maintenance and repair of heavy equipment meets industry standards. Your leadership will play a key role in driving performance, profitability, and growth at your branch location.

Requirements

High School Diploma required; Bachelor’s degree preferred
Minimum of 5 years in service operations management within the heavy equipment industry, with a proven track record of success
Technical knowledge of heavy equipment maintenance, repair, and troubleshooting
Strong proficiency in MS Office Suite (Word, Excel, Outlook) and familiarity with industry-specific software
Exceptional leadership, interpersonal, and communication skills, with the ability to manage and motivate teams effectively
Highly organized, self-motivated, and capable of handling multiple priorities in a fast-paced environment with strong business acumen
Must possess a valid Driver's License and maintain a clean driving record
Willingness to travel within the assigned region as needed

Responsibilities

Instill and support a strong safety culture
Oversee the management of service operations at your assigned branch
Establish a professional rapport with all customers and ensure superior customer experience at every transaction
Foster and maintain strong relationships with key customers, ensuring customer needs are met and exceeding their expectations in terms of service quality and responsiveness (measured through our customer survey process).
Partner with service, parts and/or sales, as needed, to resolve any ordering/invoicing issues
Develop and maintain effective operations processes to ensure efficiency and customer satisfaction
Track service metrics such as response times, equipment downtime, customer feedback, and technician productivity. Implement strategies to continuously improve performance
Develop and manage branch service budgets, ensuring that expenses are in line with company goals while maintaining profitability
Contribute at a branch level to the annual goals and budget, in alignment with Louisiana Cat’s financial and operational objectives
Provide employees continuous and timely support through feedback, problem solving and development opportunities
Evaluate and maintain Service Department procedures and policies
Share best practices and implement common processes
Actively collaborate with sales teams, parts departments, and corporate leadership to ensure a seamless customer experience and drive business growth within the region
Provide regular reports on service operations, including performance, financials, and customer satisfaction metrics, to senior management
Regular visits to customers within designated region
Occasional visits to customer sites for sales calls or troubleshooting issues
Encourage team to divide time evenly between their office and being out on the floor
Other duties as assigned

Benefits

Health, Dental, Vision, $50,000 Company Funded Life Policy (if enrolled in Health)
Short- and Long-Term Disability Insurance
Voluntary Accident, Critical Illness, Hospital Indemnity, Cancer, Supplemental Life, and additional voluntary policies
401K Plan with Company Match
Paid Holidays, Vacation, Parental Leave
Technician Tool Loan Program up to $2,000
Safety Boot / Safety Prescription Glasses Allowances
Employee Discounts
Credit Union
Technician Career Development Program - Shop & Field Service Training