Service Manager

Louisiana Cat • Lake Charles, LA

2h • Hybrid

About The Position

We are searching for a Service Manager to join our growing operation at our Lake Charles, Louisiana location. As a 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
• 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

Nice To Haves

• Bachelor’s degree preferred

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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED